Verification
Foundational questions that are required on every call
What is name, DOB and SSN?
It is important to do this to get all information to assist the mbr
What is probing
If wait time exceeds one minute, agent should give caller the option of
What is waiting for the next available representative in that department or agent sending a fulfillment
Status of general denial in ATM dialog
what is KB 14736 or KB 9776?
Account can't be used as overdraft protection
What is a checking acct
Verification for suppression if mbr is RED(didn't enter IVR pin)
What is two additional tier one questions?
When calling a member back, if he/she does not answer, it’s okay to leave information pertaining to the members account or previous call on their personal voicemail.
false
Information should be given to individuals inquiring about membership
What is applying online or in branch- valid photo ID, VOR, SSN and DOB?
T or F
Members are able to utilize all of the available funds on their visa credit card for cash advance
False
Fee assessed on mbr's acct when the system automatically does a overdraft protection transfer from a deposit acct
What is a $3 fee?
Members can freely transfer from savings to checking or vice versa
# of questions required if mbr provided the following
Should be expressed on every call
What is empathy?
Agent should close the call by
What is offering further assistance and thanks the non-member/member for calling Delta Community Credit Union or Delta Community?
Mbr isn't receiving online banking otp or password reset phone call
What is KB 13302?
Fee assessed on mbr's acct when the system automatically does a overdraft protection transfer from a credit card/loan and is considered a..
What is a $5 fee and cash advance?
Required verification when call drops and mbr is called back
What is name, DOB and SSN?
Verification procedure when using call back assist and mbr is green
Mbr has to be fully verified. when IVR is entered, have mbr reenter pin.
To effectively guide a call, these 2 things should be done on every call to consider member's time and provide correct information
What is accessing the account and use kb?
T or F
M2M manual transfers from their business account to the personal account..Once accounts are linked, there are no limits for transfers since the owner is the same on both accounts.
True KB 9716
Acct is accessed a $35 fee for a card transaction but is not enrolled in CP or CPP
What is a recurring/autopay transaction?
KB article referenced when verifying mbr through symitar and locations of mbr's information
What is KB 9679
image retrieval, acct tree
Script when mbr answers call back assist including verification
Card limit increase will revert back
What is 11pm EST?
If the member wants the check order to be shipped Express (overnight only), call Deluxe to place the order
True
Mbr is enrolled in CP and has a negative balance but no CP fee was assessed
What is a debit card w/d having an available balance at authorization and a negative balance at posting?
What is a debit card withdrawal having both a negative available balance at authorization and a negative available balance at posting, in order for a Courtesy Pay fee to be assessed for the withdrawal?