Contact Info Changes
This system is no longer needed for updating primary addresses, phone numbers, and emails.
What is DNA?
This tool allows all Contact Center employees to view mobile and ATM deposit images in real-time, bypassing the wait for IMS batching.
What is Passport Web Edition?
This is the most trusted source of information for employees during change.
What is their direct supervisor?
This feature helps reduce errors by suggesting USPS-verified addresses.
What is SMARTY?
This login method used by Passport Web Edition eliminates the need for manual credential entry.
What is Single Sign-On (SSO)?
This type of message explains how the change impacts the individual.
What is a personal impact message?
These three interaction types must be used to initiate the workflow.
What are Messaging, Phone Call, and Research?
If employees need help locating a mobile or ATM deposit image, leaders should ensure they use this search criteria.
What is the account number?
This communication method is most effective for sensitive or complex changes.
What is face-to-face communication?
This type of address can be updated through the workflow.
What is an Adult, Consumer address?
To locate a mobile deposit image, employees should first select this option in Passport.
What is “Research”?
Leaders should use this approach to reinforce key messages over time.
What is repetition and reinforcement?
This type of error is reduced thanks to address verification tools.
What are QA errors?
On the Welcome screen, leaders should select this tab to begin viewing ATM deposits.
What is the “Deposits” tab?
This is the recommended timing for communicating change to employees.
What is early and often?