Call Center Level 1 Training

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Across
  1. 2. ___ stores reports so we may look at them at a later date for informational and research purposes.
  2. 4. The Call Center phones are manned from nine to five Monday - Friday and __ __ ___ Saturday. (3words)
  3. 6. Info@lakesunbank.com is another way for customers to ___ the bank.
  4. 7. Customers can send us secure messages/email through the ___ __ Request Form as well as through their online banking. (2words)
  5. 10. The Call Center has the ability to __ ___ and reorder Debit/ATM cards. (2words)
  6. 12. To __ or __ an account from Netteller you would send a synapsys event to the Call Center.
  7. 14. When Answerwing the phone always greet with a ___. Customer can 'Hear' it!
  8. 15. The Call Center receives a daily report letting management know the daily__ __. (2words)
  9. 16. We have to check the IPay management screen daily for __ __ rejects and returns. (2words)
  10. 18. The Call Center is responsible for contact customers when ___ ___ detects possible fraudulent activity. (2words)
  11. 21. Customer can create an __ rather than using the original Netteller ID assigned to them.
  12. 22. Our Call Center manager.
  13. 23. Using the telebanker system for the first time, the password is your __ social security number.
  14. 24. The ___ is a place where calls are waiting to be taken.
Down
  1. 1. The Customer Service Center ___ list is a way for employees to send email request to all members of the Call Center.
  2. 3. The original Netteller Identification number assigned to our customer consists of ____ numbers.
  3. 5. When requesting a POS limit increase you need to send a __ __ to the Call Center. (2words)
  4. 8. It is the E-Checking/Savings customer's responsibility to __ for E-Statements to avoid a $10.00 monthly paper statement fee.
  5. 9. Online banking welcome packets are ___ generated during nightly processing and mailed to the customer.
  6. 11. Lake Sunapee Bank uses ___ to ensure the security of our website/online services.
  7. 13. IVR stands for Intouch Voice Responses, also known as___.
  8. 17. When resetting Online Banking for a customer, the PIN is reset to the __ ___ of their Social Security Number. (2words)
  9. 19. One way to contact the Call Center. (2words)
  10. 20. The Call Center Representative are well versed in all responsibilities we handle, we ___ the duties weekly.