Verification Procedures Flashcards
The main portion of a Customer Support agent’s day is answering inbound calls. When Customer Support receives inbound calls, there are procedures we follow to verify accounts.
The process for validating a merchant when they call in consists of four things:
Greet the caller and provide your name
Ask for the Merchant ID
Verify the name of the business
Request the caller’s name and relationship to the business
What is the call greeting that you should use in customer care when assisting a site?
Thank you for calling Customer Care, my name is (insert name). How can I make your day better?
How can we validate a STW/Partner?
PSS Address Book
When does Secondary Verification Apply?
When the merchant or the partner is requesting sensitive information from a merchant account.
What document Can be used to identify Call flow and Secondary procedures?
Proper Customer Handling Procedures
Why is it important to review notes on the account?
The Notes Tab displays all the notes that have been entered on the merchant’s
account.
● Notes on the account must be reviewed to check for ongoing issues or
trends of why the merchant is calling into Merchant Support.
● Each note contains the name of the person that created the note, date
and time of inquiry, a brief description of the issue, the department the
note originated from, note type, and where the call originated from.
● Notes are listed in reverse chronological order with the most recent note
displayed at the top.
When a site is requesting to Update the following, what additional measures must be taken?
* DDA Changes
* Sending forms to different emails not on file
* DBA Changes
* TID Adds
- Must verify the full Social
- Must Verify the Full DDA
- Call the merchant back on the listed phone number on file
