Following the Script
Opening Script
What is,
“Hello. Thank you for contacting the Illinois Department of Employment Security, my name is ____ and I will be assisting you today. Just to confirm, you are calling today regarding resetting a pin or OKTA/ILogin registration account, is that correct?”
Claimant has failed SOS validation, no docs in ECF, but no other issues.
What is, "Advised for claimant to send in ID docs to clear failed SOS validation?"
Claimant has 500B identity, a pending certification, and has requested for you to manually link their account.
What is "Not Assist"
Claimant is unable to verify mothers maiden name and city they were born
What is advise claimant to upload docs and contact csc
Claimant is answering the security questions completely wrong
What is request ID docs and refer to CSC?
Closing Script
What is, “Please remember to check your Illinois Job Link Account. You will need to create or upload a resume, and make sure your profile demographic is complete. If you need any assistance with your Illinois Job Link account, please call 877-342-7533.”
Agent unblocks an internet block
What is, "Verified 3/5 KIs and removed internet block from claim?"
Claimant's registration is Blocked in CSR Tool and they can verify 3/5 KIs
What is "To assist"?
The person on the line requests to make a 3-way call to the claimant
What is "Not Assist"?
Claimant username now that OKTA/ILogin has started
What is email address?
Claimant doesn't need assistance with Tele-serve or OKTA/ILogin
What is, “We are unable to assist with matters that do not pertain to the OKTA/ILogin Registration. In order for me to guide you to the correct location, what is the nature of your call today?”
The steps for adding notes into IBIS
What is Basic Inquiry -> View Comments History (Blue Hyperlink) -> Scroll to the bottom -> Add Comment -> Functional Area: Claims -> Note: What claimant called in for, and what you told claimant to do/what you did for claimant.
Claimant calls in requesting assistance with updating their direct deposit
What is, "Not Assist?"
Scheduling a call back in the Outcomes box, you also need to
What is uncheck the personal call back box?
Best way to find a claimant in the CSR Tool according to CSR training
What is searching by username and IBIS ID?
Agent is unsure of whether or not the claimant they're speaking to needs to sign up for IJL
What is provide the IJL closing script just in case?
Claimant is getting security questions VERY wrong
What is, "Claimant can't verify security questions, advised to upload ID docs and referred to CSC to verify?"
OOS claimant is getting stuck at the SSN, CID, DOB, part of registration
What is advise claimant to upload id docs and refer back to CSC to speak to OOS?
Claimant just turned 18 and is unable to get past the Experian ID proofing screen
What is refer to LO or follow the procedure for failed ID Proofing?
Removing an internet block will affect the SOS validation status by
What is change it to Not Validated?
Script to find out if claimant has already registered for OKTA/ILogin
What is “Just to confirm, are you on the IDES Website at IDES.Illinois.gov? Have you already registered your IDES online account?”
Steps to pull up notes in IBIS so you can highlight/select and read the correct note at the bottom
What is History -> Activities -> Claimant -> CID -> Change date to: 1 month back -> To: Today's date -> Add all -> Search?
Someone who isn't the claimant answers the phone and they ask to put you on hold to call the claimant.
What is do not assist?
Claimant is transferred or referred to OKTA/ILogin incorrectly
What is send a message to TL?
The specific wording showing in the CSR Tool for when you need to Override Experian ID Proofing
What is "Update ID Proofing Details"?