VERIFICATION AND MINOR // CALL HANDLING
VERIFICATION AND MINOR // CALL HANDLING
IN GENERAL
If you notice that the line is not clear, inform the customer the its not clear and nicely ask if they can go to an area where there is a better connection.
-If it's a non-wallet platform and a child is calling, create a back-office ticket. However, for a wallet customer, we need a parent on the line.
● NAME
● ADDRESS
● PHONE NUMBER
● DOB
● LAST FOUR OF SSN
IMPORTANT REMINDERS:
● We need to ask the concern of the customer first after the opening spiel, ask for the NAME OF THE CUSTOMER and PHONE NUMBER in case the call gets disconnected
● If the call drops, callback the customer once, if no answer, create a back office ticket and leave a voice mail.
● If the call drops and the customer was not able to complete the 5 point verification, callback customer and if no answer, whatever email and phone is in the account, include it in the back office ticket.
● If customers' concern is about general questions or app navigation, NO NEED TO DO 5 POINT VERIFICATION.
● If a customer calls to make some changes or updates, PROCEED WITH 5 POINT VERIFICATION.
● If app navigation is not successful, then PROCEED WITH 5 POINT VERIFICATION then create back office ticket or process change in Sales Force.
● STILL NEEDS to put notation in the Sales Force if the customer was not able to verify the account.
● If the call drops, callback the customer once and if the customer answers, provide spiel “ This call is recorded for quality assurance purposes.
● WE MUST ASK FOR THEM TO SPEAK TO THE PARENT OR LEGAL GUARDIAN
● NO NEED TO PROCEED WITH 5 POINT VERIFICATION!!!
● SUGGEST EMAILING TO SUPPORT@STOCKPILE.COM OR TO VISIT THE WEBSITE HELP CENTER OR MOBILE APP.
● IF MINOR INSISTS AND IS UPSET, CREATE BACK OFFICE TICKET FOR ACCOUNT MAINTENANCE TEAM TO REACH OUT TO PARENT/LEGAL GUARDIAN OF THE ACCOUNT.
● EXPIRATION CAN BE PROVIDED TO CUSTOMER BUT WE CANNOT PROVIDE CVV AND NEEDS TO ISSUE NEW CARD IF CVV IS SCRATCHED.