Other Topics
No, but customer can apply on the website
True or False
We can offer to add an email with 4 out of 5 verified.
False, we open the offer and decline it. We can only do it with 5 of 5.
True or False
Zip Code doesn't need to be verified
False, we MUST verify zip code.
Who can set up EFT?
Owner, Payor and POA (if permission granted) and if they are the account holder.
If a customer or a bank wants to verify a check, how do we proceed?
We blind transfer to GDS without verifying the customer
What are the requirements to be eligible for a transfer to Web Help?
Owner must be on the line, no account protection warning, at least 4 of 5 verified
Insurance Review/Inactive AARP Conversion should not be offered if we are transferring to FIS
False. We MUST offer Insurance Review/Inactive AARP Conversion even if we are transferring to FIS. We transfer to Insurance Review/Inactive AARP Conversion and they can transfer to FIS after that (always leave notes).
If it's on a blue disclaimer, what is something we can read to the customer, even if they did not say it before?
Contract number
If a premium is past due or coming up, what should we do if they also want to set up Automatic Drafts?
Take a OTP (with the dollar discount) and then set up EFT and RPC. We also need to explain time frames.
If a customer states they do not use/have an email address, how do we proceed with the paperless/Website offer?
We do not need to offer it, but we do need to mention the benefits of having it. We decline it and proceed with the call as usual.
Ex. "I know that you do not have an email right now. However, if in the future you create one, you can set up our paperless option so your bills can be sent to you through your email".
In the Welcome Call Offer, what is covered in miscellaneous?
The status of the AARP membership, Website and digital options, hours of operations and phone number.
If both Insurance Review and AARP Renewals are shown and Insurance Review was accepted, what do we do with the AARP Renewals offer?
We open it and leave it blank.
True or False
Offers can be done with a Family Member/Third Party if owner already authorized us to speak with them.
False, all disclaimers and offers MUST be done to the owner.
How many payments can you process in the same day?
With checking account, only 1. With card, as many as the customer wants.
What elements do you need to include in a fraud report?
Caller's name and phone number, reason of the call, why do you think it's suspicious, what did the agent do.
Where do we transfer Broad Market customers if they want to have their coverage increased?
Agent Lead
If they want to decrease the coverage and they have insurance review we should:
Decline the offer and transfer to EIDQ.
True or False
We can change beneficiaries on all contracts if customer only verifies one contract number
False, we can only change the information on the contract # the customer provided.
Once you release the hold on an EFT, how long does it take for the payment to be withdrawn?
1-2 business days.
What's the Privacy Notice? Can you change it in Phoenix?
Annual notice we send to our customer to authorize if they want to share information with AARP providers. Some customers can change it over the phone, depending on their state regulations.
If a customer from Broad Market wants to make a payment with card, how can we enroll them?
We can't. They can only make a one-time payment, but they cannot enroll for RPC
Mention 5 scenarios where you can decline Insurance Review
Cancelation, Escalation, Claims, Spanish call, Offer in hand, Loan Request, NY customer
If call comes through as MFA verified, but the owner is not the one calling, how should we proceed with verification?
You need to manually open the interaction and verify everything as if the information was not verified before
What happens if a customer wants to request a refund and they are set up for EFT?
We first need to review if policy is paid up in advance. If so, we just process the refund request. If not, we need to cancel the EFT so customer is not charged as soon as the refund is processed and advise that they will be behind on their due date.
What is the difference between a collateral assignment, beneficiary, secondary addressee and a trust?
•Collateral assignment: This is a method of providing a lender with collateral when you apply for a loan. If you pass away before fully repaying your loan, this will allow the assignee to be repaid for the outstanding loan amount using your death benefit.
•Trust: Is a fiduciary arrangement that allows a third party, or trustee, to hold assets on behalf of a beneficiary or beneficiaries.
•Beneficiary: Whoever the owner decided that will receive the benefit if the insured passes away.
•Secondary Addressee: A Secondary Addressee is a person designated by a contract owner to receive a copy of a lapse notice. This safeguard helps prevent a contract from lapsing if the owner or payor forgets or is unable to make a premium payment.