Step 1: Open your opt out tool located at the top of your MP

Step 2: Ask if your caller is a DM (Decision Maker)                                                      

Step 3: Is acct value less than $15k

• If less move forward to opt out acct

• If more continue to step 4

Step 4: Open Status History

Step 5: Look for the most recent activity under the current enrollment type

Step 6: In the "modified by" Column, do you see any of the following?

• ITOPS

• EVO Pilot

• Pruthford

• Elee

• plynch

• InvFaxPilot

• Circleback

• StoreFinancial

• rluther

• Brown Bag

• Or in the "notes" column, you see the terms "PHASE" or "PILOT"

If the answer is "Yes" move forward with opt out process; if no, continue to next step

Step 7: Is the activity in Status History more or less than 90 days?

• If yes, create a work item for the agent who enrolled the acct

  • This can be determined by locating the memo left by the agent in the Interactions screen

• If no, WARM transfer to CARE

  • if no answer, create a work item unassigned