Escalation/Inquiry
What is an Inquiry?
Referral not a complaint
Who are the two Leads from our team?
Jacqueline and Valeria
A deceased payee is verified if they provide what?
Name as listed on the account/reference number
Called inquired they did not consent the add-on-product. We offered SOL payment and advised we will mail to the address we sent the letter to.
AOP/ Solicitation Payment Offered
You returned a call for accidentally disconnection. How many notes should we have.
2
What is an Escalation?
Escalation is something we create when we do not have an FAQ or when HD doesn't answer
Who is your Supervisor?
Yuridia
Caller asks to delete their data, remove their information from system, states they do no want to be contacted.
Do not Contact
Record is located but caller is unable to verify and they are asking questions in regards to opening a new account?
Caller Can’t Verify/FAQ Alignment 2
What are some additional steps you could have taken to resolve the call.
Transferred to HD
Transferred to Wells Fargo
Created an Escalation/Inquiry
Inquiry or Escalation?
Customer has account question and we attempt to transfer them to Wells Fargo with no response.
Inquiry
How many kids does Jacqueline have
5
Who can request a check reissue for a deceased payee.
The representative of the deceased
Outbound call. Left voicemail due to no answer.
Other/Miscellaneous
What is included in section 9. Other commentary
We include the amount offered and address to where the check is being sent
Inquiry or Escalation
Customer is upset and disconnects in dissatisfaction. What do we do?
Inquiry
How old is Valeria?
If a check is greater than 200. What is sent out to customer.
We will queue a reissue request letter.
Can you verify that my check is legitimate? / Financial Institution check validation
Where can I cash the check that was mailed to me?
Can you direct deposit the funds into my account?
General Inquiry/Check Questions/Validation/ Auto Deposit
Customer had multiple inquires select all that apply.
What is Call Type and Disposition?
Escalation or Inquiry
Customer want to advise the remediation program that she has moved and would like her address updated.
Escalation
How many kids does Yuri have?
4
1 Boy
3 Girls
How do you identify if this is a first-time deceased notification?
If the check is made out to the Estate of
Caller is requesting a reissue but the check has been cashed and would like a copy of the check.
Escalation/ FAQ Alignment
Customer called in on multiple TN, we created and inquiry. How many inquiries do we create?
One Inquiry and include it in all your TN's