Transferring Calls to Correct Department
What tool is used to ensure accuracy of department transfers?
JOB TOOL
(Journey Ownership Breakdown Tool)
Forms sent electronically are sent by email and/or
Secure Message Center(SMG)
What TV show had 3 girl heroes were made of Sugar, Spice, Chemical X?
Powerpuff Girls
Is Caller Authetication required on every single phone call?
YES
Foundational is able to handle certain NIGO calls
TRUE -
If the NIGO falls in our duty, we can answer questions regarding NIGO
*IMPORTANT!!! You should only be helping client's with the following 6 topics*
1.) Account Access - Agent authorization, Trustee Certification Form, Successor Custodian (UTMA), etc.
2.) All account maintenance questions (including adding a bank), except Automatic Plans
3.) General tax questions (where is my form, sending duplicates, providing timeframes)
4.) Beneficiaries – set up, maintain, general inquiries about designations
5.) Closing a zero balance VBA account
6.) Account balance and transaction history assistance
WTSS_GENERAL is available for direct of contact. T/F?
FALSE
*cited job tool-Call Segment: Foundational (Account Maintenance, Beneficiaries, Web Tech Support Services)
Crew Members are able to pre fill forms using ______
Intelledox
Who was Dexter's Laboratory arch enemy?
Mandark
Cient has to answer ___ web security questions and ___ ASQ's before disabling Security Codes.
2 , 2
You can view submitted NIGO documents BPM
TRUE
Warm Transfer (Conference) refers to
Sending a caller to another business area or crew member when you introduce the caller to the answering crew member.
cited by *Call Handling Procedures- Infowave
Once client fails the Bank Authentication online they must complete a _______
Bank Transfer Service Form or
Electronic Bank Transfer Form
cited by
Banking Information - Add a Bank with the Electronic Bank Transfer Form -Infowave
What was Tommy Pickle's slogan?
"A Baby's Gotta Do WHat A Baby's Gotta Do"
Can crew members provide account information to a Third Party Caller if the client is NOT on the line?
NO
*cited
Caller Authentication - Infowave*
If a client has to send multiple forms in regarding the same case number, it's best for them to send them in separate envelopes to Vanguard at the following address.
Vanguard
P.O. Box 982901
El Paso TX 79998-2901 .
FALSE
If a client wants to claim a UTMA account which journey would they get transferred to?
COO
The Organization resolution can be returned to Vanguard through the following channels:
ATLEAST 3/4 channels
100 BONUS POINTS IF YOU MENTION WHICH VERSION IS ACCEPTED
- Mail
- Fax 484-582-4544
- Secure Message (IMH)
- Additional Document Upload
Note: ALL pages must be sent in and only the January 2022 version is accepted
*cited by*
Organization Resolution Guidelines - Infowave
Who was the teacher that had a hippie outlook
*100 points if can remember her whole name
MS. Grotkey
Miss Alordayne Grotkey
The order of priority ASQ's is ______
*hint there's an acronym to help you remember*
D (Date of Birth)
E (email address)
A (account number)
A (address)
Foundational can NOT send forms related to retirement accounts.
FALSE
*cited by Forms & applications - Key Client Data*
What is the correct department for simple brokerage trading requests (stock & ETF buy/sell, order status, etc.)
INV_Stock_ETF_InvestEducation_Internal
If the client becomes incapacitated and they have no agents listed on the ptofile, which form will be required in order to make changes on behalf of the client?
ACIP ( Agent Certification for Incapacitated Person )
How did SpongeBob rip his pants
When he tries to pick up a stick with two marshmallows on the sides.
When applied successfully, The following feature allows clients to bypass answering a web security question when calling in.
Voice Verification
*cited Voice Verification - Authentication - Infowave
For Monetary Requests, if the instructions are received in good order, it is not required to manually unsuspend the Work Object
FALSE
*cited Automated Work Distributor (AWD)* - Infowave