COLORS
This verification status requires the customer to verify their ZIP CODE and phone number on file.
What is yellow
What is the first question you would ask a customer?
What is, "Ask the customer what account type they're calling about"
How many attempts does a customer get to verify their password?
What is ONE.
What would you do if an unverified customer calls and asks "what time does the Brighton MI branch close? Do they have an ATM outside?"
What is "answer their questions".
If the cx comes in RED and gets the phone # and zip code wrong, how many additional attempts do they have?
What is NONE!
True or False: If a customer can't complete Tier 2 verification, you can still answer questions about general banking products/services.
What is True.
What is the KB article for verifying a customer with their debit card number?
What is, "CCC Verification: Verification Scenarios, Support, and Tips . KB 26204"
Derrick calls in with his Aunt (account owner) to assist with her eBanking. He gives you his Aunt's name and account information, then you realize someone is on the phone with him. What do you do?
What is "Click wrong customer, and restart the verification process."
This is the response we have for customers who fail verification and ask that we provide their balance anyway.
What is "refer them to a branch, or advise that they call us back."
A caller fails Tier 2 verification but continues asking questions about recent transactions, balances and account activity. Name one thing you cannot do, and one thing you CAN do for them.
What is:
You can NOT disclose account-specific information, but you CAN provide general banking information, branch ATM information, and refer them to a branch.