Authentication
When making an Outbound Call what do we click on in Synergy?
The Outbound call Button
It is important to notate the CTR with what three things for all calls made during contact attempts.
When a call comes in and you cannot hear the Client or the Client cannot hear you please state the full Disclosure that should be read.
Hello caller can you hear me? Caller, if you can hear me, I cannot hear you. Please call us at ....(Please provide a phone number in order to get full credit.)
Situations when three contact attempts do not need to be made include...
No phone number found, speaker asks us not to call back, speaker fails authentication and speaker says they will call back about the complaint.
While submitting a complaint what are five examples of misconduct?
Non-Sales Practice, Unauthorized Account, Unauthorized Service, Sales Pressure and Failure to Disclose.
These authenticators can only be used on inbound calls.
One Time Authorization Code (OTAC), digital ID or LexisNexis One Time Password (OTP) authenticators when making an outbound call to a client regardless of your line of business (LOB).
According to Solution Center what defines a Non-Client while submitting a complaint?
Non-client:
When receiving an incoming call a Standard Greeting should be provided within how many seconds?
5 Seconds
How long does UAD allow us to enter the Client's PID number?
One minute.
While submitting a Complaint and an Escalation is required from the Client Services Agent Only what does Solution Center advise to do?
Escalate the interaction, as applicable based on your role. Do not capture the complaint that is related to the escalation.
Important: Capture any other complaints that you are able to resolve without escalation.
What steps must be followed when all numbers are grayed out when receiving an Inbound Call?
When documenting a Complaint of allegations of employee misconduct or regulatory violations what are the two things that must be listed and what is Important?
According to Solution Center when is it necessary to deliver the Call recording Disclosure?
A contact attempt means...
A contact attempt means calling all appropriate available numbers on the client’s profile.
According to Solution Center what are acceptable examples for calling the following day include:
On an Inbound Call when a Caller Fails Authentication what do we need to advise?
When documenting an open complaint and you need to reference a related case what three things are required from the Related Case to document?
What Disclosure is advised when an outbound call is made but a third party answers and asks us to stop calling?
While submitting a complaint and Client states the same problem and it applies to another account or to more than one account within the same product what should be done?
Click Add additional accounts and select the appropriate account as needed.
Note: If it impacts different products (credit card and a savings account), a new complaint is needed on the other account.
When a Department that is required to resolve a complaint is closed and the Client agrees to call back what must be included in the complaint?
What must be done if a Client tells us they do not have a cell phone we can use to send a code to?
When documenting an Alert for Client Services what does Solution Center advise we should not add.
Important: Do not add the note to the account profile.
While on a call with a Client and the Client begins to display abusive or discriminatory behavior what message do we deliver to the Client?
What four steps complete the Resolve a Complaint Process Flow?
Review, Research and validate fulfillment status, engage Client and Close.
When submitting a complaint that requires resolution from a Department that is closed what is the suggested scripting to give the Client?
“I’ll be happy to have someone contact you using the number we have on file within three business days to ensure we can resolve your concern.”