Show:
Verint QM
Five9 IVA
Visa
ACH/Transfer Money
RANDOM!!!
100

You can click here to access the Verint QM portal…

The single sign-on link found in Pega’s home menu

100

IVA stands for…

  • Intelligent Virtual Agent
100

We should inform members that our Visa fraud monitoring service would never ask for this information…

  • Member number, PIN, or card number
100

You can find members’ money transfer limits in this system…

  • Ontrac (view payer limits; top-left corner)
100

We should always check XP for this after submitting a Visa fraud dispute

  • Ensure correct card was disabled with Fraud block (should happen automatically) 
200

This is the path you would take to access evaluations and assessments in Verint…

  • Click on down arrow on My Home then select Interactions>Folders> Flags. Finally, select Evaluations from the menu on the left of the portal.
200

Members have these two options to navigate prompts when calling into the new IVA system…

  • Voice and button prompts
200

If a member says that their online transaction is declining due to address, but we confirm that the correct address is on file, it’s mostly likely due to this…

  • Address Verification Value (AVV) in XP is empty
200

Scheduled one-time and recurring share transfers and loan payments made from DCU shares will be posted at this time

  • 4am ET on the scheduled date
200

We should do this when vague OR specific threats are made about DCU employees or locations…

  • Escalate to a TL immediately and explain the situation (line 2)
300

This is where you click to review a graded interaction…

The interaction date/time hyperlink

300

This the quickest way for a caller to speak to a real DCU agent…

  • say “agent”
300

A member wants to dispute a transaction. We should take this step in Pega prior to filing a dispute

  • Review recent SRs to see if the transaction has been disputed before
300

We should submit this SR if a member advises that there was a fraudulent ACH payment that cleared their account with this description “Electronic Withdrawal Digital Federal Transfer”…

  • Digital Banking Takeover Service Request
300

Fraudulent microdeposits in a member’s primary savings is typically an indication of this..

  • Member number compromise
400

This is how you expand the recorded screen window while reviewing a graded call…

Click on the expand screen button on the top-right corner of the screen recording section to pop out and enlarge the screen recording

400

These 3 basic actions that can be preformed via the IVA self-service option without needing to be transferred to an agent…

  • Check Balance / Transaction history / Make Transfers / Loan Payments / Get self-service instructions for tasks that can be completed in Digital banking / Get branch hours, etc. (check Interactive Virtual Agent (IVA) and Queue Callback Overview KB for more)
400

We should do this if a dispute that the member or DCU recently submitted is older than 105 days …

  • Email Visa-disputes@dcu.org with subject “Dispute Approaching 120 Days” & SR number in the email.
400

Members’ default money transfer limits increase after this many days

  • 90 days after they start using the service
400

Members can do this to claim funds that were remitted to the state as part of the escheatment process …

  • Contact their state’s Unclaimed Property Department directly
500

You can find the ratings and comments on the recorded interaction in this section…

  • Evaluation Assessment section 
500

The IVA uses these 2 pieces of information to locate memberships when members call in…

  • Phone number on file or member number
500

If a member is calling about a card decline and we find a Falcon block in DPS, we should confirm all transactions on the card from this date on…

  • The date that the Falcon block was added (last card status)
500

We should only set up transfers in Admin Platform for members if these 2 prerequisites are met…

The member does not have any UNABLE TO PROCESS XP Stops or the member is unable to add the payment themselves.

500

We can submit this SR if a member has questions about the escrow balance on their DCU mortgage after 5pm

  • Mortgage and Home Equity Servicing and Processing SR