Service1st Transfer
Who is Service1st?
Service First bank is a bank with numerous banks under it's Portfolio. They provide us with various clients.
What is the logo for Black Opal, Inc?
BLA4
Based on the smartguide document, what is the business hours for service1st?
8:00am to 6:00pm
When do you use the general call opening?
When there is no FI name in the smartphone.
What does the term CIMS mean?
Critical Incident Management System
Can we give out the contact number for Service1st if the CH ask?
No
What do you do if the CH contacts us outside of the FI closing hours?
Advise them that the FI is closed and offer the contact number.
What is the call disclosure when the FI answers?
This call is monitored and recorded
What is the full call opening for an Enfact call?
Check smartguide
Can you create multiple request under one CIMS case?
No
What should you do if you contact service1st and get an automated system?
Advise the CH that you will be transferring them to an automated system.
How long do you wait on the line for the FI to answer?
3 minutes
What was the password of the day on July 24?
Lamb
Whats the opening statement for a contact where the case # is given within the softphone OR whisper tone?
Check smartguide
Smartguide Solution for Statements?
200503171056651
What is the notes format for Service1st?
[SITE]//[Last4Card]: [CALLER] requested assistance with [SERVICE]. Cold transferred to the [IVR_NAME] system.
If I am transferring to another FI do I need to offer further assistance?
Yes
What is the solution ID for transferring to FI?
200511142219977
Where do you check to find out if you need to give the survey script on your call?
Softphone
What is the cost of a statement reprint for Black Opal (BLA4)?
$5
Once the FI answers the call, what is the suggested scripting?
Good [morning/afternoon/evening]. My name is [Associate's First Name] with Fiserv Cardholder Services. Before we go any further, please be aware that this call may be monitored or recorded.
No, we can offer the contact number.
When using a smartguide document which system or tool do you select?
Client360
What is one important portion of the Enfact closing statement that always needs to be stated?
This call was for your protection.
Which CIMS case type would you use to change a credit limit?
CLChange