how can i help you today?

i've been helping a lot of people re use of their plastics (credit cards). help includes declined transactions, forced authorizations, payment by phone, replacement cards, cancelling cards, fraudulently used cards. I make sure that there wont be any problems when they use their cards. i am of service for eight long hours, 5 days a week. it would be so frustrating when your help is not being recognized or appreciated. one thing i'm sure of, when i say how can i help.. i mean it.. the customers need me more than i need them.haha!

sorry about that

i received a call from a filipino living in Texas. a security block was was placed on his credit because of the recent activities made on it. as part of the procedure, to be able to remove the security hold, i need to run security questions. i know, and i can feel that the caller was the true person, the legit cardmember. the only problem is that, he cant recall the details, the correct info or answers to the security questions i asked from him. as i expected, he didn't pass. i wanted to help him avoid some inconvenience but, as a policy, if a cm failed, documentations need to be submitted. i requested the cm to send a copy of his driver's license and utility bills. he pleaded, he insisted me to ask some more questions, he even volunteered to give out other personal infos just to convince me he wasn't fraud and i do believe him but, i cant take control of the situation. a policy is a policy . we need to adhere. so, i told him to do send the docs and we can take care of everything once we received them. the cm just requested the account be cancelled. seriously, i really felt sorry for him. i felt real bad because he's a kababayan. and i wasnt of help to him.

i'm an asshole!

there are various reasons why some callers are irate: impatient.never listens to reasons.keeps talking and never let me explain.racist.swell headed.the lists can go on and on. i was called so many names. idiot.stupid.shithead.moron.asshole. the latter is the callers' favorite...and mine too.but whether i like it or not, this is part of my job and i have to be used to it.used to them.damn! i recently had a caller who keeps screaming on the onset of call. he was actually being transferred from one department to another. he was first able to connect to customer service, then to collections dept., eventually to billing disputes unit and lastly to me. fraud & security department. imagine the person talking on top of his lungs. i have to take the headset away or else my eardrums will pop. i was never given the chance to talk and instead obliged me to transfer the call to my supervisor. i never said a word. i let him talk.and talk.and talk. and when he noticed i wasn't saying antyhing he sudddenly stopped. then i moved my mouth. i said, you wanna talk to my supervisor? he screamed again and said are you deaf? i said no. and told him if he wants to talk to my supervisor, he has to call back after 3o minutes because my sup is still engaged in a call. the caller even screamed louder than the usual. he went back to his nagging, cursing, demeaning words. i never talked back. i just let him do his thing. finally, he sensed i dont get affected and guess what?.. he hung up.. ahahahahaaa...

confessions of an addict agent

we have 7 days in a week. 5 working days, 2 rest days. those days off from job allows us to relax and unwind. it prepares us for the next working days ahead so we need to be rejuvenated.i always believe in taking time off from the office and as a matter of fact, i'm always on the look out for new thrills to try during weekend. gimiks, food trip, any form of relaxation.
HOWEVER,we received a memo from the higher management that our department needs volunteers to render overtime for the whole month of september. it was due to very large volume of calls. i never like the idea. never did i plan to work overtime.i just planned to go bumming the whole weekend of september. i was so convinced to do nothing...but when my colleague talked to me about rest day OT which means 130% computation for my pay for the day... i easily changed plan..OMG..! money talks.money screams at me! and i heed its call. I RENDERED A TOTAL OF 9 HOURS REST DAY OT. ..i swallowed my words....ahahahahahaaa....

gotcha!

i just received a call from a person pretending be someone else. as part of our opening spiel every onset of calls, we need to verify the caller at least 2 pieces of personal info. my caller has verified correctly the infos however, it was very suspicious. i asked for the date of birth. the true person/cardmember was born year 1932. the caller's voice was so active, so young sounding, so irate, so defensive. the usual calls i receive from the oldies often turned out to be light. they are the ones who call me sweetie, dear, darling,my son. and this particular call i received lately was no match. my credibility was even questioned and said, i was slow and seemed not wiling to help because i ask so many questions. the caller wants to get things done right away. instinct dictated the best thing i need to do. which is to probe some more. when i ask.."how can i help you today?" she said. "my grannny lets me use her card and why in the world am i having hard time using it?" ..THAT'S IT..! i told the caller to let her granny call us. i immediately block the account and insisted, let the real cm give us a call.

impostor...!

Identity thieves steal key pieces of personal information of someone and use them to commit crimes using the person's name and identity profile. documents can be picture id,utility bills and bank statements.
if a person opens an account in someone else's name. it is called fraud appplication. this is a very serious mattter. i usually receive complaints from people who have been victims of identity theft. what i do is verify if all the personal info match with what we have on the system. if everything matches, i close the account right away. if there are fraud charges already made , we fill up a form and forward matters to investigations team. i give assurance to the true person that he/she wont be held responsible for the account which was fraudulently opened. i was even commended one time when i told the customer to worry no more because i will take care of everything. the lesson we should learn from here is that to keep all our personal documents intact, away from suspicious people and more importantly, be wary and know all the people we deal with at all times. it's always better safe than sorry.

call me later...

caller id is very important. if a cardmember calls in and uses the phone number registered in the system, it immediately recognizes the caller and the account information pops up on the screen .. however there are times when the system is down... this means trouble.
everytime this problem arises, the first thing i ask for from the caller is their name.. next thing is their account number. if they cant provide me with the account number, i can either ask for phone number or social security number. in that way, i can pull up the account using those info. there are times when they don't want to give those informations and expect i be able to help them right away. that's what i really call.. trouble.
that was the kind of call i received recently. no data pop. the cardmember became suspicious and questioned my credibility. how can i go on with the call if there are no informations given to me? i was so patient, warm, friendly, sucker! no effect. the customer didn't give in. we went around in circles, he was so irate, he called me names, i tried to explain, i wasnt given a chance. so many complains. i just said, mr.. i apologize, much as i wanted to help you, much as i wanted to address your concerns, i possibly couldn't. the best advise i could give you is call back after 30 minutes. maybe the system is no longer down by that time.