Authentication
The first step of authentication.
What is OTP?
Authenticate them
The tab for recent charges and merchants
What is Transaction History?
Which system tracks our clock ins and clock outs in PRODUCTION
AVAYA
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 Center2
Which 2 cards support Child support & Unemployment
GO-EPC & EPPIC (EPC) card
After OTP/KBA is performed the green or red code from Giact must be copied and pasted into Siebel. What is this code called?
Transaction ID
Which aux is used for Personal break and how long do agents have for personal time per shift?
AUX 7 / 15 minutes
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
If a cardholder states they do NOT have an ID, which 2 other forms of ID would suffice?
Birth Certificate and Social Security Card
How many failed attempts does an agent have to send an OTP before requesting an ID?
3 times (ALL TOGETHER)
When trying to see recent agent notes and find out the (Gameplan) what tab do we go into
CALLS TAB
What system/tools do we use EVERY DAY in production? (7)
Avaya, Siebel, Giact, Notepad, Agent Wiki, Nice, Teams
Which program type do we assist that may be under the Childs SSN?
OH-TANF
Case number
First and Last name
Active phone number
Type of card
ID Verification (Request type)
What is the server address for Avaya?
10.191.19.10
When an account has a V in the Family violence indicator box, What does a card holder need to do to get the address up to date?
Reach out to the Local Office to request an address update before any card replacements.
Which system/tool do we use to find our extension reservation tool?
(Agent wiki)
Agent wiki > Fraud Prevention > Workflow> Tools
Which project do we serve that does not allow us to ask for a SSN as well as airline benefits?
GO-Delta