Soft Skills
do not do these if you are trying to communicate clearly
what is do not mumble, use acronyms, use poor grammar, use slang
Cardholder does not have card number
What is I would be more than happy to look up your account by your social security number, or your name and zip code
an electronic procedure which automatically transfers a net paycheck to a members account. funds deposited into a members savings or checking account
what is direct deposit
this is where you would go to view any important written notes on the members account
What is Memos
This script is what you provide when you do not hear a member or your phone
What is no audio script
being engaged\ interesting, conversational, warm, enthusiastic. Monotone, disinterested\ bored, scripted, cold annoyed
what is tone
phone number change process flow
What is Account Maintenance
pay now
This is where you go for all information pertaining to the credit union
What is more information
This is said at the beginning of every call
What is the greeting
empathy
What is understanding what somebody is feeling and relating to them
pin issued information
What is Account Maintenance
pay later
what is a credit card
this will show delinquent, over limit, revoked, L\S
What is Status on card
This is a acceptable answer for the security question MM\YYYY
What is Date of Birth
being an active participant in the conversation and connecting with the member
What is Rapport
IVR benefits
Reduces call time, Improves service, Get members to best agent faster
Consumers debt, public records and credit inquiries. this information can assist a lender in assessing a prospective borrowers credit worthiness
This shows current information on the card type
What is account type
In UAD you can find multiple Processes in different sections of UAD (T or F)
What is True
ownership statements
what is I would be happy to get you that information today
what is let me see what I can find for you
what is lets take a look at your account and see what we can find
What is I can look into that for you today
Cardholder provides multiple answers to the authentication question you asked
What is For security Purposes, I am only able to accept one definite answer
a non profit making money cooperative whose members can borrow from pooled deposits at low interest rates
what is a credit union
This is where you go if you forget where something is at
What is Process Flow
This is a graded call that is the lowest you can receive and also means a liability has occured
What is a zero call