(Use an angry elderly man voice) "Hey My name is Benjamin Cole. What do you want from me? Forget it I don't have my member #, Just take my card number it's 12345678..."(How many additional tier 1 questions are needed?)
Two
( Use a sweet elderly lady voice) Member is Red with no IVR PIN * "Hey Baby my name is Big Sue I need my balance please sugar." (You've gotten her member #, last 4 of SSN and DOB what's missing?)
Full Name As Listed On File
(Use a lady voice rushing) "Hello My name is Beverly Boon I'm in a rush, here's my SSN 123 456 78 what's my balance on my visa platinum?" (How many additional tier 1 questions are needed?)
Three
(Use a young woman voice) "Hi my name is Tyler and I'm trying to get into my online banking." (Upon reviewing the ID on the account you notice it belongs to a Male in his 50's, how should you proceed?)
Fail the call and submit a verafin KB 12130
Which KB article houses the member verification guidelines?
KB 9679
You've generated and uploaded a document with your members personal information to their online banking. What should you do next after the document has been uploaded?
Delete from your computer/drive
When posting payments to autopilot, what must you include after the member # (Ex. "12345678- " and then what?)
Loan ID # (0040 etc.) KB 14468
What is our team expected to do when we are on longer calls/Over 10+ minutes?
Communicate to Leadership in Team Chat
All Missing punches/Days Requested off should be emailed as well as logged on to "Missing Punch Form?" (True or False)
True
You do not have to CC your AM/SA on emails sent to schedule requests for days off. (True or false?)
False
