Show:
Authentication
Phone finder
Random
Disclosing account information
Systems
100

What do you ask for when the client is fully authenticated in the IVR

Their FULL name

100

What system do you use when a client needs to be high risk authenticated

Lexis nexis

100

How long can a phone number and email be on file in order to send a password? 

30 days. 

100

Can the following information be provided or only confirmed: Clients Account Number

Only confirmed

100

What code do you use when doing a spending limit increase and how many days can an account be opened before increasing a limit?



CM33 and 90 days

200
After you authenticate the client what do you need to check before continuing the call

CIF comments and Ownership tab on the account

200

For an email address change Phone Finder is Preferred but Instant ID Q and A can be used 

True

200

Wait time should not exceed ____. If the hold for Digital Support is longer, you may cold transfer the client into the Digital Support queue.

1 minute 

200

True or False. An email address can be provided to the client 

False; It can only be confirmed or denied. 
200

How long do we advise the client for a turnaround time for a debt card

3-5 Business days 

300
A third party calling in can verify the followin: funds are available; account is open and active; check written to the third party was cleared and confirm the name on the account 

True MAN-2196

300

What do you do when Lexis Nexis is down and you have to high risk authenticate a client

ask 2 challenge questions

300

True or False:  If the client screen popped or was fully authenticated PRIOR to the call disconnecting no further authentication is needed. Teammates should resume the call and complete the client's request

True: MAN-2604

300

You can provide the LAST 4 digits of the phone number on file 

Yes

300

What system do we use to see why a check was returned?

Check Image Direct

400

How do we authenticate an employee?

SEARCH: Ask the caller to provide their full name or
VALIDATE: Look Up Caller in Outlook Directory to confirm they are listed in the Outlook Global Directory

AUTHENTICATE: Send the teammate a Skype Message using a simple phrase (do not simply state hello)

400

What is the maximum amount of times we can enter in the code that was sent to the client when performing Phone Finder

3 times

400

How many characters are in the OTP?

View the options to send the client the 6-digit One Time Password code they will provide for verification.

400

True or False; teammates SHOULD proactively run the refund calculator.  

False

400

What is required when utilizing CM22

Not personalized and ordered same day

500

An ATF may close an Individual account of the Principal. The official check must be payable only in the name of the Principal. and what Acadia can you find this information? 

True MAN-2142

500

What happens if you have to HRA and the client has an international number

switch to Instant ID Q&A or ask 2 challenge questions
500

For escalation type OD/RI/NAB Error Fee Refunds what is required to provide?

You must submit supporting documentation with this escalation type. Examples of supporting documentation may include but are not limited to Client Central, Screenshots of the CIF profile, Transaction history, Opt In/Out decision, Deposit/Check/PSC Images, DPFEE screenshots etc. Required Documentation Includes the 11-885

500

Can the following information be provided or only confirmed: Vehicle Loan account Number

Provided

500

Where do you see IVR details in Client Central?


Under Call History and Display Activity Details