Authentication
If the customer wants to make changes to their address, such as an UPDATE. What is the agents next step?
Proceed with 2ndary Tier authentication: Ask 1 relationship question and 1 transactional question
True and False: We should only ask the customer to verify only one of their phone numbers?
FALSE! We need to ask if there are any additional contact numbers for them. Also goes for Addresses
What months are included in Q1 for 2022??
NOV, DEC, JAN
How should we ask the customer to verify the address we have on file? **Role Play Moment*
Complete address (including city state and zip code).
What are the 3 critical call behaviors you should include on every call?
1) The agent must state the total amount past due and attempt to resolve today 2) If TAPD cannot be paid, Did the agent identify the reason why to understand the customer's financial situation or establish a plan, 3) If the TAPD was not paid or a plan was not established did the agent provide a sense of urgency to resolve the TAPD by educating the customer, establishing a deadline to return our call with their plan
What are TD's colors??
Green & Purple!!
In Q3 & Q4 what were the top TWO trending QA categories for SBB??
Account verification and 2nd tier authentication for outbound
Aside from method of last payment, Provide another transactional question for us?
Date of last transaction, What is the name of merchant of last purchase, or total amount of late charges
Connections, teams
What should we include in our 'script or call flow' when asking the customer for their Cell Phone number? **What are you advising them on**
If we have permission to use their cell phone number for auto dialer and text **Keep in mind, this feature is not yet available for SBB**
Aside from asking for complete billing address, Provide us another Relationship question
Name of store where rel. was established, When the rel. took place, Name of co-borrower and Co-borrower DOB
What was the most popular movie played during holiday season??
Home Alone 2
True or False: If a customer has a middle initial, they MUST verify it.
False. However if there is a Suffix, you must ask them with a neutral question. Examples: 'Could there be another name on file?' or 'May I have the name as it appears on file?
Can you provide at least 3 reasons why we would need to proceed with 2nd tier authentication??
1. Payment history / balance details, 2. Changes to addresses, phone numbers 3.Payoff quote 4. Account level contact details not already discussed as part of the purpose for call (addresses, phone numbers, other contact information) .. and more
How tall is the rockefeller tree usually?
69-79 feet !!