Verification
We do this if there are two accounts present.
What is get in Fastpath and ask an L2 if they can merge accounts
If someone needs to renew a watercraft these are the steps we take to assist them.
What is verify their information, verify which boat, and send to PCI for payment
I cannot purchase a license, why?
Possibly have a duplicate account, possibly already have a license, we can definitely get with an L2 and figure it out.
We cannot do this and must send this to the agency in both states if someone needs *this* done to their account.
What is changing a legal last name.
When someone calls and has the tag number associated with the deer they harvested and need to report it.
What is a deer harvest with a tag?
Three of five of these things are needed for verification
What are name, add, dob, DL# and CID
We receive a call on our EMIL_Payment line for a watercraft renewal. We proceed with the payment by doing this.
What is log into the customer's citizen account, as though we are the citizen.
If they have a tag and all necessary information, we can take this kind of report.
What is a harvest report
This department is our fulfillment center and we only escalate to them using our note tickets.
What is Tier 2
When a citizen has harvested a deer but they do not have a tag to report this deer on.
What is a deer harvest without a tag?
If a child under 18 calls to verify themselves, we do this
What is speak to their parent
What is renew it the same way we would a watercraft
I purchased my license on 06-30 and still have not received it. How can I get it sent to me again?
What is by completing a license not received mandatory escalation template, and escalating it to T2 with L2 permission
DOB correction, merging accounts, correcting the spelling of a name, updating an address would all be under which subcategory in account management on your ticket tracker?
What is profile update?
What we give the caller at the end of completing a harvest report, in lieu of a ticket number.
What is the confirmation number?
If the parent of a child over 18 calls to obtain account information for their child, we do this.
What is ask to speak to the account holder
We cannot find a watercraft someone is trying to renew that is already registered in their own name, this is how we proceed.
What is get with an L2 in fastpath and see if the watercraft might be archived or there may be a duplicate account.
If a caller cannot verify the address on their account, does not know their CID and there is no DL# on the account.
What is a transfer to PCI for SSN Check?
Someone is using Safari on an iPad/iPhone to try to log into their account. The information they are entering is correct, but they still cannot log into their EMIL account. This is the first step in troubleshooting this issue.
What is have them try Google Chrome, and also have them repeat to you all information they are using to log into their EMIL account to ensure they haven't transposed numbers.
Venomous snake, DMAPs, and Special Turkey Tags
What are the tags that must be reported, whether an animal is harvested or not?
If someone is calling for their fiance who they live with and have all PII for, we do this.
What is speak to the account holder
someone needs to ordered a *corrected* title for watercraft or snowmobile.
We transfer them to DNR to obtain a corrected title. We can assist with duplicate titles, but not corrections.
An agent calls and has accidentally sold the wrong license to a customer, this is how we proceed.
What is locate the transaction in question and send the transaction # to an L2 in FP for a void.
A caller cannot change their password on their campground account. This is how we assist them.
What is changing the email to our own email, setting a generic password such as Illinios2025! and giving them the new password and then having them use their username and this password to log into their account. (followed by changing the email back to their correct email address!)
Report a harvest
What do we click to open up all available harvest tags in the customer account?