glitter
T/F> Can you transfer to deposits in the messaging chat?
false
Name something you might find in a desk drawer?
pens, paperclips, tape, staples, sticky notes
Name a popular flower in a bouquet.
roses, lilies, daisies, carnations, asters
Name something that plants need to grow
sun light, plant light, rain, water, soil, fertilizer, cold weather
T/FCan I transfer the POA to the SME (subject matter expert) to change their last name
Yes/true
If the cm is on the messaging platform and asked you to activate the card, how do you handle the situation?
T/F> On the messaging chat the cm has verified however you see the cm has a BANKRUPT status, do you help the cm or have the cm call in?
after verification xfer to CMA
On the messaging chat platform can you cancel Direct Pay enrollment?
no cm would have to complete via IVR
On the messaging chat platform the cm is asking what is the last most recent address on file, can you release this information to them?
Yes because they are a value to the company and it's a simple request
The cm is on the messaging platform, and is inquiring about cash back bonus redemption via electronic deposit, how do you handle the situation?
transfer to level 2
Cm stated they did not receive the welcome kit & wants you to resend them another one, on the messaging platform, how do you handle the situation?
Resend it in ORION frontline can handle this just like phones
T/F> Can you help the cm with a forced authorization on the messaging platform?
false- cm would need to use the mobile app
If the account status shows Charged Off in messaging chat can you help the cm?
transfer level 2
The cm is on the messaging platform> had a payment to be made for June 23 but needs it to be changed to June 13. How do you handle the situation?
Xfer to level 2
The cm is on the messaging platform, the cm wishes to complete a credit line increase. How do you handle the situation?
Direct the customer to self-service or call to complete an application.
Can you add an Authorized User in the messaging chat?
Yes we can, via ORION
Cm is on the messaging chat and is trying to enroll into Payment Protection, how do you situation?
transfer to DPS department
The cm is on the messaging chat and requesting a CBR via ACH form, how do you handle the situation?
Complete it for them after they are verified
T/F> when closing an account on the messaging platform the request must clearly indicate the account is to be "Closed or Cancelled".
True
CM wants to complete a new BT on the messaging platform, what department would you transfer the cardmember to?
Level 2
How do you transfer the cm to CMA department on the messaging app?
Directory->Messaging CMA
yes by transferring the cm to CSE>Level 2
What are reasons to transfer to deposits on the messaging platform?
Transfer for questions about checking, savings, money market, CDs, or IRAs.
T/F> If a customer requests to update their contact information, tell the customer to complete via CEG/supervisor
True
T/F>Conversations should be transferred to CMA Assist for the same reasons as phones.
False, call CMA warm xfer