1) Below are the reasons when to use Skip button in CASA Tool except for one. a) You need to access an account when not in contact with a customer: ie a follow up. b) If accepting a transfer from another agent, you may click Skip to access the account and view the system note confirming the customer was already authenticated. c) If you encounter any technical error in CASA Tool, you may click Skip to access the account and assist the caller. d) Customer is not the Account Owner or Authorized User. 2) Pathric is the account holder and calling in to update his Drivers License number on the account. What will you do? a) Secure the account according to the Verification and Disclosure Rules and Generate a 4-digit code via go/randomcode before assisting Pathric to update the information in SD. b) Transfer Pathric to MET for special request on the account. c) Advise Pathric that he must go in store to present their personal identification in order to update it. d) Secure the account according to the Verification and Disclosure Rules and ask 2 anti-fraud questions before assisting Pathric to update the information in SD. 3) True or False: You can divulge any personal information to the customer (i.e: PIN, billing address, email address, IMEI, etc.), after they have been authenticated. a) TRUE b) FALSE 4) Layla, an account holder, called in to renew her contract but unable to answer the additional verification questions for sensitive transactions. She expressed dissatisfaction in going to a store. Which of the following are the steps to assist Layla? a) No further agent action is required, reinforce that the request is a sensitive one and must take precautions to prevent privacy breach and document the account as you normally would, detailing the interaction as per regular procedures b) Advise the customer you will attempt to verify them through another means by placing an outbound call, call the tenured mobile number on the account and if the party who answers is the original caller, or is the account holder and they approve the request of the original caller, you may proceed onwards with the request c) No further agent action is required, send an email with the instructions on how to renew her contract at the store and document the account as you normally would, detailing the interaction as per regular procedures d) Submit a Fraud Management Request Form 5) Autumn is an account holder and requesting to add a watch on the account. Select the correct sequence by following the Verification and Disclosure Rules for sensitive transactions: a) Authenticate Autumn using authentication window in Casa, once authentication is successful, generate a 6-digit code via go/STIverification b) Authenticate Autumn using authentication window in Casa and once authentication is successful, perform an Equifax EIDVerifier c) Authenticate Autumn using authentication window in Casa, once authentication is successful, generate a 4-digit code via go/randomcode, use the customers email address in BAN Header then perform an Equifax EIDVerifier 6) All are Anti-fraud questions used for sensitive transactions except? a) What is the last number you called or texted? b) Do you have any additional services? c) How many years have you been with TELUS/Koodo? d) What rate plan do you have? e) How many lines do you have on the account? 7) True or False: Frontline team members can use both Customer Authentication SMS template in go/send and email address in BAN Header to send the 4 digit code (OTP) to the customer as part of the additional verification for Sensitive Transaction. a) True b) False 8) Enoch, an account holder, calls in to inquire about their current Mobility bill and would like to make a payment after. He cannot verify the PIN and does not have access to Self-serve. Using CASA Authentication Window, what are the 3 pieces of information you need to ask to proceed with his requests? a) Verify three pieces of ID with the Account Owner. At minimum either Date of Birth (DOB), Social Insurance Number (SIN) or Driver’s License (DL) must be verified if available, plus two of the following: Billing address and postal code, Secondary contact number (business or alternative phone number), Last 4 digits of the registered Credit Card (CC) and Primary contact number (home phone number). b) Verify three pieces of ID with the Account Owner. Date of Birth (DOB) on the account, if both the Social Insurance Number (SIN) and Driver’s License (DL) are present on the account, verify both of them and proceed with the customer request. c) Verify three pieces of ID with the Account Owner. Date of Birth (DOB) on the account. Verify either Social Insurance Number (SIN) or Driver’s License (DL) then verify one of the items listed: Primary contact number (home phone number), Secondary contact number (business or alternative phone number), Portal email address, Billing address and postal code and Knowledge of other services on the BAN. d) Direct the customer to visit a TELUS Corporate Store. 9) Lucasio, an account holder, calls in to add an authorized user on the account. He was successful in verifying the PIN but unsuccessful in receiving the OTP you sent. Lucasio claims that he doesn't have service at the moment. How will you authenticate Lucasio to proceed with the request? a) Ask 2 anti fraud questions and process the request b) Call Lucasio's mobile phone, ask 2 security questions and complete the process c) Call Lucasio's mobile phone, ask 2 anti-fraud questions, process the request 10) The authorized user verifies the PIN and wanted to renew the contract. What process should be in place? a) Use the Authentication window in Casa and proceed with the customers request b) Ask customer if the account holder is available for further verification c) Accept the PIN, send OTP for sensitive transaction and process the request

Privacy Questions - EPP

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