Multiple Choice
1. What is the primary responsibility of a Customer Care Teammate in the check pull request process?
a) Approving check pull requests
b) Completing cases and requesting direction from Senior Customer Care Teammates
c) Printing checks at the Check Printing Facility
d) Tracking expedite requests
What is:
b) Completing cases and requesting direction from Senior Customer Care Teammates
The ‘CERT Check Expedite Request Tracker’ is used to __________ all expedite requests for tracking purposes.
What is: Track
Senior Customer Care Teammates are responsible for processing check pull requests themselves
What is: False
Name that Avid Motivator!
Likes Purple, Christmas, and chocolate Ice-cream!
"I work best when its quiet, I am alone and have music!"
What is : Nicole <3
Before completing a check pull request, what must a Customer Care Teammate do?
a) Obtain approval from a Customer
b) Directly contact the Check Printing Facility
c) Request direction from a Senior Customer Care Teammate
d) Complete the request immediately without approval
What is:
C. Request direction from a Senior Customer Care Teammate
The Customer Care Teammate must provide the Customer with the original __________ before ending the call or chat.
What is: Case Number
Customer Care Teammates should communicate with the Customer once the check pull request is completed
What is: True
Name That Avid Motivator!
Likes: Strawberry Cake, Purple
If I found A gift card, I am spending it at
Starbuck, Target or Sephora!
What is: Whitney <3
What is the correct subject line to use when creating a second case for a check pull request?
a) “Expedited Payment Request”
b) “CC - Check Pull Request”
c) “Customer Payment Issue”
d) “Urgent Check Request
What is :
b) “CC - Check Pull Request”
The Senior Customer Care Teammates serve as the ___________ on whether a check should be pulled or expedited.
What is: Approval
The Responsible Group for the second case (AKA the SCEA queue Check Pull Approval case) should be changed to “Research and Remediations.”
What is : True
Name that Avid Motivator!
Likes: Pink, Pineapple Fanta, and Mama Ricottas
"I work best when I am calm, in a quiet workspace, with my air pods."
What is : Aaliyah
Where should the completed Org1 Check Pull Request case be assigned?
a) Customer Service General Queue
b) Client Billing Team
c) Service Cases Expedited Attention Queue
d) Treasury Exception Handling
What is :
c) Service Cases Expedited Attention Queue
If a check is still processing in the UI, the Customer Care Teammate should note that the check should be ready __________.
What is : to be pulled the next business day
The Senior Customer Care Teammate must update both the original case and the expedited case with the direction given.
What is: False (only update your case aka the OG case)
Customer Care Teammates should communicate with the Customer once the check pull request is completed. TRUE
Brownies (what follow up emails should be sent to the client after acknowledging the check pull request has been initiated)
What is : First Follow up, email indicating the request has been completed, tracking will be provided.
Second Follow up email should be providing client with tracking details.
What determines if a Fiserv check pull request is completed via the Check Pull process or the Treasury Exception process?
a) The payment amount
b) The number of requests received that day
c) Customer urgency level
d) The time of day the request is received
What is:
b) The number of requests received that day
After receiving direction from the Senior Customer Care Teammate, the Customer Care Teammate must __________ the request as instructed
What is : Submit
If a Check Printer is Fiserv, all requests should go through the Treasury Exception process
What is: False
Name that Avid Motivator!
Likes: :Lavender, Cheesecake, and Halloween
" If I found a Gift Card I would spend it on Food, foood oh yeah and MORE FOOOOD! "
What is: Maleke