17 Matching Annotations
  1. Feb 2021
  2. 10.11.66.200 10.11.66.200
    Comerica DCFC
    17
    1. rsiddiqui 04 Feb 2021
      Last 4 of SSN
      CSR Instruction Verification Flow 8 Last 4 Digits of SSN Verify Info
    2. rsiddiqui 04 Feb 2021
      Full Card Number
      Verification Flow Full Card Number CSR Instruction Verify Info 7
    3. rsiddiqui 04 Feb 2021
      First and Last Name
      Verification Flow Name Verify Info CSR Instruction 6
    4. rsiddiqui 04 Feb 2021
      For Outbound Calls
      CSR Instruction 5 Check Intello Call Type Outbound Verification Flow
    5. rsiddiqui 04 Feb 2021
      Last 4 of SSN
      CSR Instruction Verify Info Last 4 Digits of SSN Verification Flow 4
    6. rsiddiqui 04 Feb 2021
      Last 4 of the Card
      Verification Flow 3 CSR Instruction Last 4 Digits of Card Verify Info
    7. rsiddiqui 04 Feb 2021
      First and Last Name
      Verification Flow 2 CSR Instruction Verify Info Name
    8. rsiddiqui 04 Feb 2021
      For Inbound Calls
      Verification Flow 1 CSR Instruction Check Intello Call Type Inbound
    9. rsiddiqui 04 Feb 2021
      If the full SSN provides an account
      Non Auto Populated Calls Flow 15 CSR Instruction Check MCP Search CH by SSN Found
    10. rsiddiqui 04 Feb 2021
      If the full SSN does not populate an account
      CSR Instruction Check MCP Search CH by SSN Not Found Non Auto Populated Calls Flow 13
    11. rsiddiqui 04 Feb 2021
      advise the CH they will need to be routed back to the IVR to complete verification of their PIN before we can proceed with the call
      CSR Instruction Advise IVR Transfer Required Verification Element PIN Non Auto Populated Calls Flow 11
    12. rsiddiqui 04 Feb 2021
      select IVR State and Card Verification
      CSR Instruction Select Phone Number IVR Option Card Verification Non Auto Populated Calls Flow 10
    13. rsiddiqui 04 Feb 2021
      select the transfer option in Intello
      CSR Instruction Select Option Transfer Non Auto Populated Calls Flow 9
    14. rsiddiqui 04 Feb 2021
      do not put the caller on hold
      CSR Instruction Not Perform Hold Non Auto Populated Calls Flow 8
    15. rsiddiqui 04 Feb 2021
      you have confirmed the card is Active
      CSR Instruction Check MCP Card Status Active Non Auto Populated Calls Flow 4
    16. rsiddiqui 04 Feb 2021
      Ask the cardholder if they have received their Direct Express Card
      CSR Instruction Verify Info Card Shipment Status Received Non Auto Populated Calls Flow 1
    17. rsiddiqui 04 Feb 2021
      DO NOT disclose that City or State where the Direct Express call center is located.
      CSR Instruction Not Inform Call Center Location
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    10.11.66.200/DCFC/Comerica/CMA/menu_adv.htm