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Diary notes
Contractual Agreement
It's in scripts!
General
QA Scores
100
If an email is sent, Diary notes must include whether this information was given or not.
What is the call back date?
100
Step completed prior to given access to State mainframe. (MACSS)
What is background check?
100

As a Customer Service Representative, you will be responsible for updating 4 screens in MACSS

What is MPRO1 MADDR DIARY MEMPL?

100
List of explanations of scripts and procedures.
What is Daily Clarifications?
100
Used to locate specific scripts.
What are Keywords?
200

Emails can be done quickly by using short cut keys.

What is CTRL + A (select all); CTRL + C (copy)-then open email and; CTRL + V (paste)?

200
Will not be done if the CSR does not speak to a caller.
What is Charge a fee?
200
Documents that Fulfillment sends out to callers.

What are Applications for Child Support Services,  Child Support Customer Comment, or Complaint Form,  Direct Deposit Applications, Automatic Withdrawal Application, CS-509A, and Payment History Reports?

200
Child support Toll Free Number.
What is 866-313-9960?
200
PDF, and Paper document used to grade Samples.
What is the QCM Chart?
300
If indicated during a call, this action must be completed.
What is send an email?
300
Required step of logging and review to determine if a PIP or further action is needed.
What is complaints?
300

Refer for visitation or custody issues.

Who is M.A.R.C.H.?
300

CSR's point of contact about their own child support cases.

Who is Kim Tripp?

300
Considered the subcategories of Customer service
What is Closing, Control, Professionalism, Inflection?
400
Completed every time a case number is obtained.
What is document call in Diary?
400

State and Federal statutes and Call Center policy require confidentiality of information and records and provide penalties for the unauthorized access, use, release and/or commission of a fraudulent act with regard to such information.

What is Privacy and confidentiality information?
400

Federal regulations require the Family Support Division (FSD) to provide a _____ to anyone who requests it

what is Application for Child Support Services?

400

Processing Emails that are Received from Field Offices and Other Agencies

What is Forward emails to Supervisor?
400
5 points are awarded to passing this category by coding MAXTrac
What is C.R.M.?
500

The email subject line should be listed as this when an additional request is sent to the supervisor.

What is Second call back request?

500
A requirement allowing you to speak to any client of any language.
What is Language line?
500
CSR will wait 30 seconds for no response.
What is disconnect?
500

CSR will wait 30 seconds for no response.

What is disconnect?

500
The four categories for state compliance.
What is Greeting, Screening, Accuracy, and Wrap up?