KIP time

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Across
  1. 2. You receive a call about a lienholder wanting to verify coverage. You are not sure what information you need to verify with the lienholder in order to provide information. What is the name of the KIP document that you can guide yourself to handle a lienholder call.
  2. 5. In order to verify coverage information to a lienholder we need to verify the vehicle year, make, model, last 5 of the VIN number. What are the other 2 things we need to verify from a lienholder call: 11. And 12.
  3. 8. During a call, you receive an email from your Supervisor advising you that you have a meeting later in the day, but you are not sure which phone mode status you need to change on your I3. In what KIP document number are you able to find information about your phone modes.
  4. 10. You receive a call of an upset customer that has requested to escalate the call above you. What is the name of the KIP document that can guide you on a escalated call.
  5. 11. You receive a call of a customer that is asking information of a policy number INT60101010101. Since our policies start with 200 or 201 you notice is not a policy we service. What is the name of the KIP document that you can guide yourself to see where we might be able to transfer the customer.
  6. 12. You receive a call about a customer who has experienced fraud and had to close his account and is waiting for a new debit/credit card. His payment is not due within 15 days. The customer is asking you if he can mail in his payment. What is the name of the KIP document that talks about what payments options does the customer have?
  7. 14. An insured calls in to add a RV to his policy, but you don’t handle RV. You need to transfer the call but you are not quite sure where to transfer the customer. What is the name of the KIP document that you need to open to guide yourself and transfer to the correct department?
Down
  1. 1. What is the name of the KIP document that indicates to whom are we able to provide policy information.
  2. 3. If you receive a call and you are not quite sure which correct wrap up code to use. What is the name of the KIP document that you will be able to guide yourself to wrap up that call correctly?
  3. 4. You receive a call about a customer that tried to process his payment yesterday but he was unable due to the IVR system was currently down because of an outage. This caused the customer to be billed a late fee and the customer wants the late fee waived. What is the name of the KIP document where you can review to determine if the late fee can be waived?
  4. 6. Can a Lien holder remove another lienholder listed on a policy?
  5. 7. You receive an email from your supervisor asking you to help out the team to decorate for Christmas. What phone mode status will be the best to use?
  6. 9. In order to verify coverage information to a lienholder we need to verify the vehicle year, make, model, last 5 of the VIN number. What are the other 2 things we need to verify from a lienholder call: 11. And 12.
  7. 13. If there is no Lien holder listed on a policy. Can the Lien holder be added?