24/7 Tool - CAC Help Desk
The 24/7 Tool replaced the major use of which tool
What is requesting case help via hangouts?
Fraud recoveries and disputes hours of operation
What is Monday to Friday, 8:00am - 6:00pm?
Level 1 verification for an inbound call
What is full name & DOB?
Who is Matt?
Team member with the amazing ability to stand on their head
Who is Jeanne?
3 out of 5 required fields within the template details
What is card type, caller's status, request, drivers, or sub drivers?
Rich Fairbanks announced we will work remotely until ____?
What is 2021 or the end of the year?
Something we advise to the customer when we verbally inform them of a rebill
What is the time frame of rebilling ?
A promoter shout out for the month of May
Who is Lele?
2 out of 3 chefs on the team
Who is Sara, Danushan, or Stephanie?
Reason the 24/7 tool was implemented
What is hand raise reduction?
A new MasterCard rule that started July 17th
What is pre-arbitration or no more 2nd chargebacks?
Confirm this with a customer requesting a document/letter over the phone
What is the customers address?
A 2 promoter shout outs for the month of June
Who is Stephanie & Sherod?
Name 6 team members who's names start with 'S'
Who is Sara, Salimata, Samir, Stacey, Stephanie & Sherod?
Agents should check these resources before accessing the 24/7 tool (Name 2 out of 4)
What is looking for answers in CrWeb, emails, FAQs & Fraud Recovery updates?
A new Empath feature everyone is excited for!
What is bulk tagging transactions?
Two tasks to complete when a 3rd party comes to the phone
What is asking the primary for consent to speak with 3rd party & call recording disclosure
The reason DOMs crashed our meeting last month
What is Neil was a ROLE Nominee?
2 team members who chose this place as their favourite place to visit
What is Niagara Falls? (Samir & Colleen)
Assistance with this specific issue cannot be requested through the 24/7 Tool
What is system issues?
Agents are no longer required to complete account re-aging but instead will refer the request to ______
Who is Spec Ops?
At least 3 of 4 steps when warm transferring to customer service
What is giving your name & department, the account number, if the customer is level 1 or 2 verified & reason of transfer?
Agents who helped with call outs for the QA team
Neil holds a BA in _______ from _______ University
What is Sociology and York?