Thing to Know
Do not disclose or confirm any security information on an account under any circumstances. This includes:
SSN, Mother's Maiden Name, Date of Birth, Passwords, or Card expiration date.
Person who indicates they're partner in non restricted state and willing to discuss debt.
What is Spouse?
This information needs to be verified before discussing account information.
Card Members full name as it appears on the account, and /or DOB, SSN, Full account number, mothers maiden name.
The agent identifies themselves on these type of call.
What is Inbound AND Outbound calls?
Moe's Favorite color is this.
What is Purple?
This needs to happen at the beginning of each call and when a new person appears on the line.
Identify yourself, name and bank ID.
Person with verbal or written authorization from customer.
What is Authorized Third Party?
This needs to be verified before providing the CM with the FULL account number.
What is Mothers maiden name?
State the Outbound Call Opening using the Card Member name John Smith. (Verbatim)
Hi, is this John Smith?
Am i speaking to John Smith?
Thank you for taking my call today.
This is (your name) with Chase Card Services and my ID is (your ID) and this call will be monitored or Recorded.
IRU stand for this.
What is Internal Recovery Unit?
It is important to not do this when authenticating a Card Member.
Hint, lead, or prompt the Card Member for accurate information.
This is an example of an authorized third party.
What is POA (Power of Attorney), DSA Attorney, Any Person who is not the customer and has written or verbal consent to handle the account?
This is what the agent does when they are unable to authenticate the account information.
What is Call back when information is available and/or suggest stopping at a branch and provide identification to complete request?
On an outbound call you need this to go over account details and information.
What is a verbal YES, that you are speaking to the Card Member?
This is IRU CORE's phone number.
What is 866-252-5777?
This is the number of attempts an agent can try to successfully authenticate a caller.
What is Three.
Person who is not a customer and not authorized to speak on behalf of customer.
What is Unauthorized Third Party?
When verifying the Card Members name, this needs to be stated.
What is Hyphenation and/or suffix?
On inbound calls, after the card member has been authenticated, the agent will provide this information.
I see that you are calling in regards to the Chase account ending in (Last 4 of account #) that has an outstanding balance due of $xxxx.xx.
Are you calling to take care of this balance today?
This is where to find the inbound and outbound opening scripts.
What is the SWI Tool?
This prevents an Agent from being able to speak to a spouse or authorized third party.
What is State Restriction.
Person on account not obligated to pay account balance.
What is Authorized User?
This is an alternate way to locate an account without using the Full account number or SSN.
What is Phone Number?
State the inbound call opening verbatim.
Thank you for calling Chase Card Services
My name is (your name) and my ID is (your ID).
This call will be monitored or recorded.
May i please have your 16 digit account # or full SSN?
May i have your name as it appears on the account?
If needed, verify DOB, or MMN, or last 4 of SSN
The agent is not required to provide Bank ID when:
Speaking to internal employees.