Cuna mutual voice signature error resolution
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The document provides instructions for CUNA Mutual agents on resolving incomplete voice signature (VS) issues on applications. It instructs agents to 1) redo the VS if incomplete, 2) continue trying to contact the customer for 3 business days if unable to connect initially, and 3) void the application if no contact after 3 days. It then provides step-by-step instructions for agents to access customer records in Salesforce, launch the correct dialing tool, obtain a new VS if needed, and properly document the call outcome.
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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.
- 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…