Intro to Contact
What is Green Call scripting?
Hello my name is (blank). Please provide me with the name and relation of this account. May I please have your complete name? Telephone number?
You access an account registered to Kre Boyd CUST TwaLisa Smith. Who is authorized to transact on the account?
Who is TwaLisa Smith.
What is a dividend?
Distributions of money, stock, or other property that a company pays to shareholders because they own stock in that company.
What contact activity would be used to report a fraud incident?
Report Potential Fraud
Where would you go in the knowledge portal to see how to handle a privacy incident?
Anti-Fraud and Red Flags // PrivacyIncident
What is Yellow Call Scripting?
Hello my name is (blank). Please provide me with the name and relationship of the account? (Ask for telephone number if prompted)
May I please have the complete address on the account including city, state, and postal code?
Please provide me with the last 4 of the social security number on file.
What is required for a corporation to transact on an account?
A letter of instruction (LOI) with Medallion Signature Guarantee (MSG).
When quoting prices to the shareholder what should you ensure is included?
Prices are on a 20 minute delay.
Who should fraud incidents be reported to?
What are the different types of escalations mentioned in the Knowledge Article? List all 5.
Unresolvable or Time-Sensitive Issues
Financial or High-Value Impact
Multiple contacts (2 or more) with signs of dissatisfaction
Escalation Requests
Threats of External Escalation
What is Red Call scripting?
Hello my name is (blank). May I please have the name of the company you hold stock in?
May I please have the account number beginning with the letter C?
Please provide me with your name and relation to the account.
May I please have the complete name(s) and address on the account including city, state, and postal code?
Are you the account holder? Can you Please provide the last 4 of the social security number on the account?
When a Joint Tenant sends a letter in, do both parties need to sign or is one signature sufficient?
The letter of instruction only needs one signature.
What are some benefits of holding shares in the DRS? Name all 5.
If you receive a call from an account with a Stop Trade Noting but no Stop Trade alert, what should you do?
Ask for a good telephone number so that someone can contact them back within 2 business days.
What is the scripting that should be used if a caller immediately asks to speak with a supervisor?
"Allow me to take a look at your account and try to assist you. If I am unable to assist you, I will notify my supervisor for additional assistance."
The Hamburger!
What kind of account is this?
JOHN DOE + MARY DOE JT TEN TOD SARAH DOE SUBJECT TO STA TOD RULES
Transfer on Death (TOD) Beneficiary Account
When you are generating a statement and is asks for the year range, what should be selected?
All years.
What address (region) should you be on the lookout for potential fraud?
South Africa
Add notes to the account including a brief description and who the call was escalated to.
What tab would you go in to see if the shareholder has multiple accounts with Computershare?
Janey Doe is calling in on her father John Doe's account. She informs that her father has passed away. What would Janey be considered?
A third party.
What is DTC?
Depository Trust Company
If a journalist contacts us asking for a statement, what should you tell them?
Only the global media team and selected employees in each region can have contact with the media (whether television, radio, newspapers, magazines or online publications). These colleagues are fully trained and briefed to be able to interact with journalists (or other representatives of the media). However, journalists do sometimes contact other employees directly and ask for information. Although they may be simply using the wrong contact details, sometimes they will be hoping to catch you off-guard and secure a story or quote.
What is the difference between privacy and fraud?