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Table of Contents
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Things we do NOT do (DON'Ts)
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Things that we are not to do and can warrant a termination if done
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STEPS TO A CALL
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Call flow:
Greeting, Authenticate, Acknowledge, 'I Can' Statement, Probing Questions, Resolution, Gain Acceptance, Recap, Closing, with samples
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AUTHENTICATION
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What needs to be authenticated with different scenarios
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CONTACTS4
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Numbers, Addresses, Where we can transfer and when to transfer
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SCRIPTS5
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Greeting, Closing, Leaving a voicemail, Need to send in another ID due to Lexis Nexis, what to say instead of 'I don't know', and for when we cannot do something
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FAQS6
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Frequently asked questions, common calls, etc. (use 'control' (CTRL) + 'F' to search using key words)
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LEXIS NEXIS (Misrepresentation: Identity Theft)
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Flow chart on what to do with a Misrepresentation: Identity Theft issue
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FRAUD8
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Link to the fraud page where the surveys are located, Screenshot of how to fill the form out for annonymous, screenshot for narrative box for fraud and FAQs regarding fraud calls with a link
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TIPS9
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Tips and tricks from Lady Shay Moulton when navigating SCUBI and issues claimant's call in for
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GLOSSARY10
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List of words and acronyms used for unemployment insurance
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