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Words used: "Are you a real person or AI?", Open a new account, "I'm a member of the credit union", Talk to Fraudster/ Impersonator, Given email instead of mailing address, Long call intro before you can verify, Explain Salo/Missing $500 Share, Asked to update address, NA/none security question answer, "Can you just stop it from going thru?”, "I have never had to answer so many questions!", Member SPELLS information, Gives debit card number when asked for SSN/acct #, Member puts you on hold..., "I did that and it is not working...", Keypad entry used to give you social, United States for County of Birth, Asked "How did they get my info?", "I AM MISSING SOME MONEY!", "I need my pin number", "Should I go ahead and login?”, Asked to advance a SALO, Hear coughs/snorts/flushes, Help a member reset a password online, Key a FAS referral, Asked if we see a pending deposit, Asked to dispute a cashapp/applecash, Listen to VRS with Member, SECU Maryland or New Mexico Phone call, "Are you open on Saturday?", Explain passcode vs password, Asked to cancel an autopay for a merchant, Tell member card is locked in app, Review account activity with member, Help member enroll in online access, Repeat your call intro multiple times, Key a debit card increase, Quote rates on a deposit account(s), "Can you add a couple of thousand” to my account?", Call Fraud Prevention, Explain Charge Off limited services, Asked "What branch are you at?", Recommend a self-service option on the website/app, "I GOT SCAMMED!", Asked to explain an apple.com charge, Update a phone number, Update Email Address, Key A Wire, Open A Money Market, Unavailable below 30% at end of month, Be on a call with a "backseat talker", "Are you on SECU app/desktop browser/mobile browser?", Explain we must wait for a charge to post before disputing, "What is my AC Alert for", "Where is my money from my dispute?", Wait while member gets a pen, Given partial address during verification, Asked to provide a card number/exp/cvv, Call Card Services, Call a Branch, Someone calls in for a member with member right there, Explain you must be speaking to card owner to replace card, "I need my money back!", Explain ATM dispute process is not immediate., Online access call longer than 15 minutes., "I am going to call my branch. They will do it for me.", Called a pet name by member, Explain "pending" vs "posted", Hear TV/Music/Noise in background, Member is eating/drinking while talking, Answer call and hear "NO!", Member asks you to hold..., Research NSF, Use Shadow Assist, File a dispute, Research BillPay, Key a stop payment, Verify a Cashier's Check, Reset password in D3, Use message verbiage when answering a callback, Explain/give Voice Response Pin, Use callback verbiage when leaving a message

For grade level: Intervention

Created by: K. Smyrl

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