True Customer Connections
The channel in which you post your TCC's
What is Verification Advocates?
The first thing you do on a case once you receive an IB call
What is steal the case and alert the advocate working it?
You put yourself in the customer's shoes and you
take action to help.
What is Empathy?
True or False. We can Accept Month to Month Leases without an exception.
What is false? (month-month needs to provide active documentation/addendum, check for "Holding Over Clause" and submit an exception as the last resort)
We can accept up to ___ hours on a bi-weekly PS.
What is 80 hours?
The amount you get entered to win for submitting a TCC
What is $100?
If a customer cannot stay on the line.
What is inform them of needs that you immediately see, but make sure they understand that the case still needs review and that their case will be routed to another advocate and they will be in contact if anything else is needed.
You're eager to complete the customer’s review, demonstrate expertise in reviewing documents and are clear with the customer about what is needed, and always follow through for the customer.
What is Commitment?
The amount of days an AV doc is good for.
What is 35 days?
When you redo an incorrect IC calc you must ______ the previous calculation.
What is invalidate?
The way in which your TCC is returned
What is slackbot / email?
The amount of time a long wrap should be before you notify me / a TL.
What is 10 minutes?
You have foresight; knowing where the
customer needs to go next.
What is Anticipation?
The counties in TN that always require AV EVEN if the address matches the DL.
What is Shelby, Tipton, or Sumner?
The customer is not paid salary and does not have the pay rates on the PS. In this case we _____.
What is submit for an MIC exception?
Does not count as a TCC
What is "How is your day going"?
The order in which you ask security questions
What is
1. SSN
2. DOB
3. Address
4. Email Address
5. Zip Code ?
You use resources wisely and
stay up to date on changes to policies
and procedures.
What is clarity?
The customer is HR, we need to collect this many AV docs from them.
What is 2?
This is the ONLY time we can accept joint BS.
What is when the custs name is present on the deposit line?
True Customer Connection meaning
What is when you, as an advocate, make a genuine connection with a customer on the phone?
An AU cannot. . .
What is sign contracts?
Also acceptable . . .
You are focused on each case and
demonstrate horsepower, showing urgency and purpose.
What is Every Customer Matters?
The AV work item is populated on your first touch case but you don't see that we need AV for the CR/LN OR Reg. Tell me why this will populate.
What is a KIQ bypass?
The customer is a tipped employee. We need ____ from them.
What is 3 months of PS showing tips?