Authentication
How to Authenticate a Subscriber ?
Authentication tool: 2 Primary 1 Secondary
First and Last name, Security Nam, Date and amount, full checking Account
Birth Date, Co- Subscribers Name
(Check tier levels)
How many payees can you recommended adding to bill pay for Bpu?
250 Payees can be added to Bill Pay
What is your Merchant Greeting ?
Thank you for Calling merchant support my name is [Agents Name] are you calling in regards to a check you received or a case number ?
What is the pricing for QuickBooks ?
The first month is free, which includes 20 payments. Additional sets of 10 payments are charged at $6.95 per set.
Upon completion of the first month free trial, the monthly fee is $15.95 for up to 20 payments. Additional sets of 10 payments are charged at $6.95 per set.
When you Create a new password what do we send to their email ?
A pin for them to reset their password
How to Authenticate a Merchant Case Call back ?
Caller Name, Merchant Name, Case Number, Caller Phone Number .
What is considered a BPU that includes statements ?
Ebills
What is your Web Generic or no whisper tone Display ?
Thank you for calling Bill Pay Support, my name is [Agent's Name]. May I have your first and last name please?
Can we cancel or do maintenance on QuickBooks Intuit accounts ?
We can cancel a QuickBooks and make changes to the accounts as long as it is QuickBooks Intuit
When they are having issues with their website what support should you walk them through trying to Clear ?
Cookies and Cache
How to Authenticate a Merchant that received a check ?
Caller First Last and Last Name
Merchants Name
Caller Phone Number
Check No.
Date and Amount of Trans.
What can you offer for BPU that includes a monthly payment ?
Autopay
How do you answer Branded whisper tone / phone display ?
Thank you for calling [Sponsor's Name] Bill Pay Support, my name is [Agent's Name]. May I have your full name, please?
If you cannot locate a profile but the caller states they want to enroll in Quickbooks Bill Pay?
Verify that they have the desktop version of QuickBooks, and then walk them through enrollment process. Bill Pay (not Intuit representative) assist in the Bill Pay enrollment process.
What Bill pay Sponsor can we edit information or cancel service for ?
Check free web bill Pay
What is the Proper way to authenticate a Sponsor?
First and Last Name (Unless navy fed. only first) ,
Sponsor ID
Call Back Number
Subscriber First and Last name and are they Verified
On almost every call ,
I completely understand your concern and I would be happy to assist.
What is the American Savings Bank Greeting ?
Aloha! Thank you for calling American Savings Bank Bill Pay Support. My name is [Agent's Name]. May I have your first and last name please?
What Version of QuickBooks do we Support ?
CheckFree only offers Bill Pay for the desktop version of Quickbooks – meaning the subscriber purchased the software/disks and uploaded the program to their computer.
Where do you Find security Questions in the account and how many can you delete?
In the Subscriber Profile
You can delete all of them and if they are deleted completely you need to send a passcode
How to authenticate a subscriber that came through on the merchant line ?
Follow the steps for a normal Subscriber Check tier levels.
What is the proper Survey statement and how often should it be used ?
If you did opt into the survey, at the
Beginning of the call I would appreciate the feedback based solely on your experience with me.
What is you Navy Federal Greeting ?
Thank you for calling Web Bill Pay Customer Solutions. My name is [Agent's Name]. May I have your full name please?
If someone is Receiving an Error message/ Code what steps should be taken ?
Locate a profile , Verify them and warm connect to bill pay tech support ext. 12560
Yes we can cancel payments as long as they are pending.