Service Recovery LOB Responsibilties

Question 1

The Service Recovery Team (SRT) is responsible for both

Answer 1

consultations and escalations.

Question 2

You can reach SRT by

Answer 2

dialing in or via a warm transfer to the appropriate Specialist group in SRT.

Question 3

Agents should seek a consultation with a Specialist from SRT to receive guidance on how to

Answer 3

de-escalate a situation or how to reach a resolution for more complex issues.

Question 4

Members should be transferred directly to the escalation line if

Answer 4

it is determined after consultation or immediately clear that the Member needs to be escalated.

Question 5

The only live channel the Service Recovery Team can be reached on is

Answer 5

phone.

Question 6

The Service Recovery Team is not available in

Answer 6

chat and are only available by dialing into the LOB or via internal phone transfers.

Question 7

Members can not directly reach

Answer 7

SRT via an IVR prompt.