I had a call today, guy gives me the business debit card number, and I pull up the account. I ask business name, his name, both fine. Then I asked for business address. Wrong. So I went down to where he opened the account. Wrong. Last chance now - what's the business phone number. Wrong again.
Three strikes and that's all we give for verification fails. After that, it's either IVR or physical branch location. Do not pass go, do not collect $200. This is apparently such a difficult process, and so many people fail simple verification, that I have memorized my own way of communicating that they cannot access the account now, and have to call back or go in with ID.
There have been times when I have had to repeat myself over and over again twenty odd times. This call was one of those times. Until he started insulting me, and I told him to stop, warned him that I would disconnect the call if he did it one more time. He did, and I did. B
After the call, my supervisor called me over and said "great job handling that call. Don't let anyone disrespect you."
Three strikes and that's all we give for verification fails. After that, it's either IVR or physical branch location. Do not pass go, do not collect $200. This is apparently such a difficult process, and so many people fail simple verification, that I have memorized my own way of communicating that they cannot access the account now, and have to call back or go in with ID.
There have been times when I have had to repeat myself over and over again twenty odd times. This call was one of those times. Until he started insulting me, and I told him to stop, warned him that I would disconnect the call if he did it one more time. He did, and I did. B
After the call, my supervisor called me over and said "great job handling that call. Don't let anyone disrespect you."
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