Resources
This should be done when the resources don’t cover the questions
🟨 What is call helpdesk to submit an escalation.
If Help Desk does not answer within two minutes while a caller is on hold regarding a question or concern, the agent should take this action.
🟨 What is create an escalation?
This defect status means no further action is required from the claimant.
What is "Closed"?
This defect must be cleared up before a claimant who registered without a Claimant ID and PIN can view their MID List.
🟨 What is a Proof of Identity Defect?
For a Registrant Record, if a caller cannot provide a Claimant ID, Confirmation Number, or email address, they may still be verified using these two data points.
🟨 What are the business name and business address?
Policies, fees and client requirements often change, and these do not, therefore, they are NOT approved resources.
🟨 What are sticky notes and word documents?
This is the only type of information an agent may update on an existing record unless otherwise directed by an FAQ or Case Details.
🟨 What is the phone number?
Agents should check this field, not the Sent Date, to determine whether a defect notice has actually been sent.
What is the Mail ID field?
If a caller wants to see their MID List but has a Proof of Identity defect, they must provide documentation showing this.
🟨 What is authority to act on behalf of the Class Member?
A caller provides a Claimant ID. The search locates a record whose Remark 2 field identifies the caller as an MA, PI, MADEM, or UADEM. According to call flow, the agent's next action is this.
🟨 What is warm transfer the caller to 3API?
These documents are the source of truth for rules, timelines and exceptions and should be quoted rather than paraphrased.
🟨 What are Policy and Procedure Documents?
An agent may verify whether this information is on file if a verified caller provides it first, but the agent can never disclose it.
🟨 What is an EIN, TIN, or SSN?
A claimant selects this response option when the TIN on the claim was entered incorrectly or does not match the records provided to the Claims Administrator.
What is "I need to correct my Tax Identification Number"?
A TIN Exception Defect may occur when the taxpayer ID on a claim does not match the taxpayer ID associated with these.
🟨What is the Discover MIDs linked to the claim?
When a Claimant ID search locates a Notice Record, agents must navigate to this tab and field to locate the linked Registrant Record.
🟨 What are the Notice Information tab and the Linked Registrants tracking number?
A caller requests a non-English speaker, an existing business address is updated without authorization, and the call is cold transferred to Help Desk. All three errors would result in failure under this QA category.
🟨 What is "Did the Agent implement the correct resources to service the call?"
If multiple matching records exist and the caller's email does not match the Registrant record, QA requires documentation on this type of record, provided it is not marked as "Duplicate."
🟨 What is the Notice record?
If no party responds to a conflict notice, the Settlement Administrator will generally give priority to claims filed by registrants in this relationship category.
What is an Owner/Employee registrant?
This document, when submitted along with a statement of authority, is listed as acceptable Proof of Identity documentation.
🟨 What is a Merchant Services Statement?
“This call may be monitored or recorded” is an example of what?
🟨 What is outbound call dual consent?
These account specific scripts and requirements override general guidance and should be confirmed before quoting any information.
🟨 What are client job aids?
QA would score an agent in this category when determining whether FAQs were used accurately and whether information provided could be verified through approved sources. How many points is this section worth?
🟨 What is "Did the Agent provide correct information to the Caller?", worth 10 points.
The legal entity name on a claim does not match the entity name listed on the submitted W-9, creating a discrepancy even though a W-9 was provided.
What is an Insufficient W-9 Documentation Defect?
A claimant states, "I processed Discover transactions, but I don't see all of my merchant accounts listed." This action may be necessary before additional MIDs can be added to the claim.
What is submit a Research Request?
A caller asks for their Claimant ID because they misplaced their notice. Even after verification, agents are prohibited from providing this information over the phone.
🟨 What is the Claimant ID, Registrant Number, or PIN?