Verification
WHAT ARE 3 THINGS THAT SHOULD BE VERIFIED WHEN CALLING A MEMBER BACK?
FULL NAME, DATE OF BIRTH, SOCIAL SECURITY NUMBER
which boy was left at the airport by his family
Kevin from home alone
Please review the steps to take in order to update the member’s address.
What is the warning code?
WARNING CODE 35
WHAT IS 13226?
MICROSOFT TEAMS SUPPORT TEMPLATE
WHAT CALL WRAP UP BOX SHOULD BE CHECKED OFF IF MEMEBER IS ASKING WHERE THE VININGS BRANCH IS?
WHAT IS HOURS/LOCATION
WHAT VERIFICATION QUESTIONS CAN BE ASKED IF YOU ARE APPROVED FOR ADDITIONAL VERIFICATION?
WHAT IS PHONE NUMBER AND ADDRESS ON FILE
The name of Santas reindeers
Dasher, Dancer, Prancer, Vixen, Comet, Cupid, Donner, Blitzen, Rudolph
Blank must be expressed right after the member has shared any service failures, inconvenience, and frustration.
EMPATHY
PAYMENT BY PHONE OVERVIEW
WHAT IS 9,726
Deposit accounts-BLANK should only be selected for general questions.
Personal Account Questions
I apologize, I was unable to verify your account based on the information provided. Please contact us back and we'll be happy to assist you at that time."
What KB is this?
9680- Unable to Verify Caller
what is the name of the Grinch's dog
Max
If the member verifies in green by successfully entering their IVR PIN is the member able to apply for a loan over the phone?
What Kb is this?
YES. KB #15357
WHAT IS CARD.MANAGE?
9758
What would be the call wrap box that needs to be checked if you had to Advise the member that negative shares that remain unpaid for 55 consecutive days are subject to being charged off and the membership being closed?
COURTESY PAY
TRANSACTION HISTORY
WHAT NEEDS TO BE VERIFIED IF MBR HAS SSN AS 111-11-1111
WHAT IS FULL NAME, DOB, +3 ADDITIONAL QUESTIONS
what is the Most popular Christmas song
White Christmas" by Bing Crosby
If call is of general nature, such as asking for _____ ____ or ______ _____no verification is needed.
Loan rates or Business hours
KB number for verification guidelines
9679
WHAT CALL WRAP UP BOXES NEED TO BE CHECK OFF IF MEMBER IS CALLING TO WAIVE A COURTESY PAY FEE?
WHAT IS BALANCE/DEPOSIT INQ., FEE INQUIRY, TRANSACTION HISTORY
What is Name verification?
For Name verification:
Who is Santas opposite
Krampus
When speaking to a member, your first hold should be less than ______ and your second time placing them on hold should be less than _____?
2 minutes, 2 minutes
What is 8299?
Department contact list
BLANK... SHOULD ONLY BE CHECK OFF IF MEMBER IS CALLING ABOUT LOCATING DOCUMENT
WHAT IS FUNCTIONALITLES