Authentication
The first step of authentication.
What is OTP?
Authenticate them
The tab for recent charges and merchants
What is Transaction History?
The server address for Avaya.
What is 10.143.86.11?
Which is the only project type that CAN go negative to receive a replacement card?
Direct Express
The phone number has been in Siebel for 14 days but is not linked to the customer is Lexis Nexis.
What is perform OBC?
or/&
What is Bucket list Question?
How can we tell the call belongs to us?
ALERT : Transfer to fraud suspension & Card is in suspension status
The proper button that you select to notate the account.
What is Document Activities?
What system allows us to check our Occurrences, Any action performance plans and edit emergency information
Open Center
Which 2 cards support Child support & Unemployment
GO-EPC & EPPIC (EPC) card
After OTP is performed the green or red code from Lexis Nexis must be copied and pasted into Siebel.
What is the transaction ID?
WHAT AUX MUST WE BE IN TO MAKE AN OUTBOUND CALL
AUX 5
When a cardholder provides an expiration date back to us ,how many days will the expiration be off to match Siebel?
1 day
WHICH system do we use to check our daily schedule, Pickup extra Overtime?
NICE
When bringing up accounts in SIEBEL how do we bring up Direct Express , Way2GO, Eppic cards
TRE-EPC
GO-EPC
STATE-EPC
Government IDs are not sufficient. 2 other forms of ID would be.
What is Birth Certificate and Social Security Card?
How many times can we try calling a cardholder if they don't answer our outbound authentication call?
3 times
When trying to see recent agent notes and find out the (Gameplan) what tab do we go into
CALLS TAB
What are our 4 main system tools we use when starting our day ?
Avaya,Siebel, Lexis Nexis, Notepad
Which type of benefit do we assist with where we CAN NOT ask for the Social security number
GO-DELTA
Specialist can't link the phone number from Siebel or Lexis Nexis.
What is send in the I.D?
WHAT IS OUR DISClAIMER SCIPT FOR OUTBOUND CALLS AND 3RD PARTIES
This call will be monitored and recorded for quality and assurance purposes
The tab that you go to to review all of the card replacements, fraud disputes, transaction disputes.
What is Service Request History?
What tool can we utilize to gain access to info such as, Notes,Project types and card replacement fees, scripting etc
Fraud prevention Cheat sheet
Which Benefits that we assist with that we cannot update the address?
UNEMPLOYMENT, MS(MISSISSIPPI)-EPC, And Family violence indicators