17 Matching Annotations
- Feb 2021
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10.11.66.200 10.11.66.200
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Last 4 of SSN
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Full Card Number
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First and Last Name
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For Outbound Calls
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Last 4 of SSN
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Last 4 of the Card
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First and Last Name
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For Inbound Calls
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If the full SSN provides an account
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If the full SSN does not populate an account
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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
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select IVR State and Card Verification
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select the transfer option in Intello
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do not put the caller on hold
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you have confirmed the card is Active
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Ask the cardholder if they have received their Direct Express Card
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DO NOT disclose that City or State where the Direct Express call center is located.
Tags
- Call Type
- Not Found
- Advise IVR Transfer Required
- Select
- Card Verification
- Name
- Last 4 Digits of SSN
- Phone Number
- PIN
- Card Shipment Status
- 3
- Received
- 7
- 11
- 6
- Last 4 Digits of Card
- Not Perform
- Verification Flow
- 8
- Outbound
- IVR
- 10
- Verification Element
- 1
- Card Status
- Active
- 4
- Search CH by SSN
- Verify Info
- 2
- 13
- CSR Instruction
- 5
- Full Card Number
- Check MCP
- Call Center Location
- Option
- Check Intello
- 15
- Non Auto Populated Calls Flow
- Inbound
- Found
- Hold
- Not Inform
- 9
- Transfer
Annotators
URL
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