Authentication
What do you ask for when the client is fully authenticated in the IVR
Their FULL name
What system do you use when a client needs to be high risk authenticated
Lexis nexis
How long can a phone number and email be on file in order to send a password?
30 days.
Can the following information be provided or only confirmed: Clients Account Number
Only confirmed
What code do you use when doing a spending limit increase and how many days can an account be opened before increasing a limit?
CM33 and 90 days
CIF comments and Ownership tab on the account
For an email address change Phone Finder is Preferred but Instant ID Q and A can be used
True
Wait time should not exceed ____. If the hold for Digital Support is longer, you may cold transfer the client into the Digital Support queue.
1 minute
True or False. An email address can be provided to the client
How long do we advise the client for a turnaround time for a debt card
3-5 Business days
True MAN-2196
What do you do when Lexis Nexis is down and you have to high risk authenticate a client
ask 2 challenge questions
True or False: If the client screen popped or was fully authenticated PRIOR to the call disconnecting no further authentication is needed. Teammates should resume the call and complete the client's request
True: MAN-2604
You can provide the LAST 4 digits of the phone number on file
Yes
What system do we use to see why a check was returned?
Check Image Direct
How do we authenticate an employee?
SEARCH: Ask the caller to provide their full name or
VALIDATE: Look Up Caller in Outlook Directory to confirm they are listed in the Outlook Global Directory
AUTHENTICATE: Send the teammate a Skype Message using a simple phrase (do not simply state hello)
What is the maximum amount of times we can enter in the code that was sent to the client when performing Phone Finder
3 times
How many characters are in the OTP?
View the options to send the client the 6-digit One Time Password code they will provide for verification.
True or False; teammates SHOULD proactively run the refund calculator.
False
What is required when utilizing CM22
Not personalized and ordered same day
An ATF may close an Individual account of the Principal. The official check must be payable only in the name of the Principal. and what Acadia can you find this information?
True MAN-2142
What happens if you have to HRA and the client has an international number
For escalation type OD/RI/NAB Error Fee Refunds what is required to provide?
You must submit supporting documentation with this escalation type. Examples of supporting documentation may include but are not limited to Client Central, Screenshots of the CIF profile, Transaction history, Opt In/Out decision, Deposit/Check/PSC Images, DPFEE screenshots etc. Required Documentation Includes the 11-885
Can the following information be provided or only confirmed: Vehicle Loan account Number
Provided
Where do you see IVR details in Client Central?
Under Call History and Display Activity Details