Tech & Ops Learning Center

Represent Cricket Debt as the best-in-service provider of credit counseling in the industry. Understand what we do and why we do it, and deliver timely, accurate, and professional service, with a smile, to every client, at each and every contact.

Security Questions Requirement

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ALWAYS ask for the answer to two (2) verification questions when accessing a client account

 

If both answers match:

Proceed 

If one answer matches:

Proceed with caution – try to lead the client to the correct answer (“is that the zip for Peoria?”, “is that the *last* 4 of your social?”, etc.)

If no answer matches:

Escalate to a team lead

 

Calls will be randomly audited to ensure compliance

This shouldn’t add much to your script since you’re already asking for this now

 

NOTE: This is a Cricket Debt/Urgent Co/Solid Start requirement as well as an EOUST requirement – no exceptions

 

Quick Links
Bria Queues


6500 – Attorney
6501 – CD Telephone
6502 – CD Counseling
6503 – CD Customer Service
6504 – CD Spanish
6505 – SSF Customer Service
6506 – SSF Spanish
6507 – SSF Attorney
6508 – CD Disclosures
6509 – CD Spanish Disclosures
6510 – CD On Demand Recorded Counseling
6511 – SSF On Demand Recorded Counseling
6512 – SSF Disclosures
6513 – SSF Spanish Disclosures
6526 – OD Follow Up
6600 – Parking Lot

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