Escalation/Inquiry
Referral not a complaint
What is an inquiry?
Newest lead of the team
Valencia Sanford
Can you please tell me your relation to the deceased payee? Are you the representative of the deceased payee(s)? Name and Tracking number.
What is Deceased Verification?
Called Inquiring they did not consent the add-on-product offered SOL payment will mail to the address we sent the letter to.
AOP/ Solicitation Payment Offered
Partial FAQS provided during the call.
What is 6. The FAQ's provided to address said questions?
Help desk has not answered after two attempts.
What is an escalation?
The best Sup
Who is Marlon!!
Provide ECC (Estate Care Center) information.
What is Warm Transfer Scripting – Deceased Customer First notification?
Record is located but caller is unable to verify and they are asking questions in regards to opening a new account?
Caller Can’t Verify/FAQ Alignment 2
I need to place a stop payment on my credit card I lost it can you help me?
What is 7. Any Additional steps taken to resolve the call? A. If caller had any further questions.
" I received a check for Carolyn Smith but she no longer lives at this address, can you help me with this? "
What is an escalation?
Is apart of religious cult
Who is Mayami!!
Can you reissue my check as is with deceased payee's name?
What is Can I have my check reissued? [No name change] [Verification Required] (Check is lost/stolen, Destroyed/damage, Never received, Address change) ?
Outbound call. Left voicemail due to no answer.
Other/Miscellaneous
Customer did not consent to enrollment offered SOL payment of ($300) Will send payment to address we sent the letter to (1234 Sesame St. Phoenix Az, 85042).
What is 9. Other commentary (Optimal)
" I can not believe that you are just now contacting me over this. Wells Fargo is the worst bank. Its been ten years. I want something done about this NOW "
What is a referral not a complaint.
Eats wings every Friday with their boys!
Who is Alexa?
I received a check for my deceased father can you reissue the check in my name only? The check amount is $150.
What is The payee is deceased. What do I do? How can I get the check reissued? [Single Payee] [Verification Required]? Bonus points 50 ! (Section J.1. If the check is $200 or less)
Can you verify that my check is legitimate? / Financial Institution check validation
Where can I cash the check that was mailed to me?
Can you direct deposit the funds into my account?
General Inquiry/Check Questions/Validation/ Auto Deposit
Customer had multiple inquires select all that apply.
What is Call Type and Disposition?
" Can I have my check & letter sent via FedEX "
What is an inquiry?
Worked here 3 1/2 Years
Who is Marlon?
I sent in my documentation by mail have you received it yet?
What is Call Help Desk ? Bonus Points (50!) Search Communication Tab FAC -> Incoming Documents.
Sammi Sue calling on behalf of her deceased mother Barbara Davidson in reference to filling out the Mediation form?
Deceased/FAQ Alignment 4
Team leads ask you a hard questions about anything!!