Cuna mutual voice signature error resolution

1. CUNA Mutual - Issue Resolution Process

2. Records indicate that you have an incomplete VS audio
1. If you have not retaken the VS, call the consumer back and redo the voice
signature audio recording.
a. Click 'Start Recording’ for a new Pre-Verification number (if the start
recording button is already showing as clicked, you will need to void the
application and start a new one)
b. Once new VS has been successfully done, then the offer status will turn to
‘signed’ versus ‘awaiting VS audio’
2. If unable to contact the consumer, keep trying for 3 business days.
3. If 3 days pass and still no contact, VOID out the application.

3. Open SFDC using this link: https://cunamutualdtc.my.salesforce.com/?login
(Many agents have found it helpful to add this link to their bookmarks.)
If you are ready to attempt your customer, within Call Status mark: “New Call
– Outbound”. Conduct a member search for your customer.

4. Click on
member name

5. Click on member name

6. Check the Opportunity History in Sales Force to locate the application in
progress. Click on the link.

7. Notice the offer Is IN PROGRESS… Click on the customer’s name to
open the application.

8. Log into the phone panel and select Dialout

9. IMPORTANT! Select
TruStage Issue Resolution
(Dial Out)

10. In the Liveops script enter the information for the customer you are contacting

11. You should already be logged into Sales Force with your customer’s
information pulled up. Click Next to start the application process.

12. Obtain the Voice Signature as normal and mark the application accordingly. IF the application in process has a
pre-verification number already loaded, the application will need to be voided and a NEW application will be
required. (Re-quote in SF and begin new application.)
NOTE: Only if you SELL a NEW policy (other than the one being corrected) will a product be selected in the
Liveops script.

13. Disposition the call according to the resolution…

14. If you DID submit a new application (different from the one you are fixing),
mark how the application was signed, select the product(s) and then mark the
method of payment. Click “Next” for the disposition page.

15. Note a new disposition has now
appeared at the bottom of the list so
you can mark that a new policy was sold
in addition to the issue being resolved.
Select: “New Policy Sold + Issue
Resolved”

16. Thank your customer and disposition in
Sales Force…