Internal Processes
Quiz by Australia Training
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8 questions
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- Q1If a customer has been outsourced, and would like to raise a complaint, who is the complaint raised with?Team LeaderOutsource CompanyManagersComplaints120s
- Q2Src is sent out to cust when a complaint has not been resolved.FalseTrue120s
- Q3How long can a final response take to reach a customer after being investigated?3 to 5 working days1 to 2 weeks4 to 8 weeks2 to 4 weeks120s
- Q4What type of referral do we send to get a Debit Card State changed?Call Centre referral to Customer ServicesTechnical referral to AnalyticsCall centre referral to Team leadersCall Centre referral to Written Comms120s
- Q5When a Third Party advises cust no longer lives at an address, what do we state in the note?a. Cust has left address, as advised by TPb. TP advises of a different name and is current resident and there is nobody else that lives thereTP Advised cust has left address in one note, then in a separate note, state “GONE AWAY”d. Cust no longer at address120s
- Q6Who performs reassessments?Team leaders and sometimes analyticsTrainersThe reassessment teamCustomer Interactions agents120s
- Q7What is the time frame for a fraudulent account?No time frame7 days4-8 weeksThe same day120s
- Q8When a third party calls in, and advises their details have been used on an application fraudulently, we advise the customer that the application will need to go through processing to be investigated. True or false?TrueFalse120s