Day 1
Year Extend was founded
What is 2019
Percentage of claims Kaley adjudicates
What is 98%
Sub tab used to see why Kaley approved/denied a claim.
What is Adjudication Tab
Where a customer can file a claim themselves
What is "MyExtend"
Deandre's title
What is "Operation's Manager".
Our two plan coverages
What is Base and ADH
Claim adjudication, Product servicing, and Product Replacement
What is Extend actions
Claims tab used to view all claims that need Internal assistance.
What is "Escalations Tab"
Selected im disposition when a merchant is not in the picklist
What is "Not Found".
Merchant's we are able to cancel contract's for
What is Ashley and BBB
Difference between standard and non-standard merchant
A standard merchant uses the default Extend claims handling process and a non-standard merchant deviates from the standard workflow for all or some parts of the claim lifecycle.
Kaley's office hours
What is 24/7
What is Reason for contact, Actions, and Next Steps
Aux code used when a TL needs to speak to you about a mistake you made
What is "Coaching".
Sei's phone number
253-227-9527
Training performance measurements
Name types of replacement and describe each type
VC- With merchant
Tremendous- Use anywhere
Product Replacement- Internal only
Call closing
Indicators showing when to give the customer a call
What is Cx requests call, Cx is frustrated, Going back and forth, and Cx confused
Status you are put in every time you refresh
What is Logged In
Be punctual, Limit distractions, Be an active listener, Be an engaged learner, Be an active participant, and promote healthy dialogue
What is classroom expectations
Phases of approved claim that Kaley can conduct
What is Intake, Adjudication, and Fulfillment
Section where you can find how much the customer paid for the Extend Warranty
What is Plan Information
Difference between claim note and contract note
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You're filing a claim online and the customer does not know what to put for "What caused the damage". What do you do?
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