Call Recording Disclosure
ResQ
Authentication
100
The CRD should be read on inbound calls when...
- every time a new voice is heard on the call.
- should only be preceded by acknowledgement of the new person on the call and an introductory greeting
- each person who subsequently joins the monitored and/or recorded conversation
100
The definition of a complaint
What is A complaint can be in the form of dissatisfaction or an allegation. Some allegations are considered high-risk and require immediate escalation.
100
You authenticate members when...
What is The call begins, before you enter member profile.
200
The Call Recording disclosure should be read on outbound calls when...
- any new person entering the line for the duration of the call.
- connecting with a party.
200
The definition of a non-complaint
What is A non-complaint will lack any expression of dissatisfaction or allegation of wrongdoing, and will be more of a question in nature.
Note: Tone of communication should not be considered as a feature of either a complaint or non-complaint.
200
The High Risk Authentication Level includes these.
- Any action not listed (if member is MFA enabled the system will prompt high risk plus verification)
- CoSA specific High-Risk Action per KD
- Update Contact Information or Social Security Number
- Register for usaa.com
CAUTION: Do Not Use - Select Enhanced Authentication Instead. Reference Establishing, Managing and Recovering Online Credentials - FACTA Alert (on member's profile)
300
The reason the CRD is SO important
IT HELPS USAA REMAIN A BCC
300
The definition for an allegation
What is
Any statement that declares or implies that USAA or an affiliate acting on USAA's behalf did not act in good faith or in accordance with product/service terms and agreements, or in accordance with industry standards.
An allegation of wrongdoing may also declare or imply that the consumer was harmed or has the potential to be harmed by USAA's action (or inaction).
There are two types of allegations: high-risk and non-high-risk. If the allegation is high-risk, immediate escalation is required. Refer to the information below and determine next steps for complaint handling.
300
High Risk Plus Authentication includes these.
- Add a new DDA account
- Alternate Address requests
- When quoting/illustrating or pre-filling any annuity application
- Create/Update USAA PIN or Passwords
- CoSA specific High Risk Plus Action per KD
- Enhanced authentication
- High Profile Member
- Official Check requests
400
The KC for outbound calls
PRO25291
USAA Enterprise Outbound Calling Regulations, Rules, and Definitions.
400
RESQ SHOULD BE SUBMITTED WHEN....
What is before the call ends!!!!!
400
The number of times an answer is acceptabe.
What is only one answer may be accepted per question asked.
500
The KC for Call Recording Disclosure Requirements
PRO38184
Call Recording Disclosure Requirements - Bank Omni
500
The KC for identifying a complaint
PRO33896
Identifying a Bank Complaint
500
THE KC for Member Authentication
PRO25359
MSR Member Authentication for Phone Channel