Verification
These are the 3 things that should be verified when calling a member back.
What are full name, date of birth, and last 4 of social security
He was left at the airport by his family.
Who is Kevin from Home Alone
This pops up when a member needs to provide their correct address.
What is warning code 35
You have to send these to get approval from someone on support.
What is KB 13226- Microsoft Teams Support Template
Your call has ended and the member asked the address for the Vinings Branch. You will select this box in your call wrap-up.
What is hours/location
These questions can be asked if you are approved for additional verification.
These 9 creatures help Santa drive his sleigh.
Who are Dasher, Dancer, Prancer, Vixen, Comet, Cupid, Donner, Blitzen, Rudolph
This must be expressed right after the member has shared any service failures, inconvenience, or frustration.
What is empathy
Members call in to make payments on their loan. This article gives broad information about that.
What is KB 9,726- Payment by Phone Overview
A member asked general questions about the accounts that we have during the call you will select this option under Deposit accounts
What are Personal Account Questions
The article that correlates with the following script: "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 is the Unable to Verify Caller KB- 9680
The Grinch's furry best friend.
Who is Max
The member is wanting to apply for a loan over the phone, but they need this in order to do so.
What is an IVR pin
Either a fraud or dispute needs to be reported on the member's card. This article tells you how to do that.
What is KB 9758- Reporting New Card Fraud
You advised the member that negative shares that remain unpaid for 55 consecutive days are subject to being charged off and the membership being closed. You will select these options in your call wrap-up.
What is transaction history, balance/deposit history, BMLG
This member has account where the social security number shows as 111-11-1111. They have to verify the following questions.
What is full name, date of birth, and 3 additional questions.
This is the most popular Christmas songs.
What is White Christmas by Bing Crosby
If call is of general nature, such as asking for _____ ____ or ______ _____no verification is needed.
What are Loan rates or Business hours
We have to authenticate each member that calls in. This article advises how to do so.
What is KB 9679- Verification Guidelines
The member called in to ask for a courtesy pay fee to be waived. You will select this in your call wrap-up.
What is Balance/deposit, fee inquiry, transaction history, functionalities, courtesy pay
John Smith calls in and provides his name at the beginning of the call. He is calling for his balance on his account. He has to continue to verify this number of questions.
What is date of birth, last 4 of social security, and 2 additional questions.
Santa's opponent or the opposite of Santa
Who is 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 ____
What is 2 minutes and 2 minutes
If you need to speak to someone outside of Member Care. This article lists their information.
What is KB 8299-Department Contact List
You will select this if a member has questions about uploading a document to secure message, receiving a document through secure message, or setting up alerts and notifications.
What are Functionalities