Updates in System

If customer wants to update personal information saved on records... Is agent allowed to do so right away?

• Yes, agent will work on it right away

• No, backup documentation is needed

• Agent cannot proceed with any changes until customer explains what the change is

Customer wants to change the mailing address on file...

• Agent will update it and label it as "Standard Mailing Address"

• Agent will update it and label it as "Special Mailing Address"

Customer requested help in regards of a missing mail. Agent advise customer on...

• Calling 911 for further help

• get a GD for future references

Customer stating that customer is getting a lot of promotions through email...

• Agent advises customer to take advantages of those

• Agent advises customer to opt-out

Customer calls in stating that customer would like not to get any surveys over the phone...

• Agent advises customer just to ignore those calls

• Agent sets customer with the NOSVY indicator in the system

Customer got invoice and noticed taxes were included... Account was reviewed and agent notices...

• Customer needs to pay taxes since those are mandatory

• Customer is not seeing the right invoice since customer has the TAXES indicator on; agents sends a copy of the recent invoice where taxes are not included...

What information agent needs to have in order to make updates in Customer information

Customer wants to change date of birth on records since it is not incorrect....

• Birth Certificate is needed

• No backup documentation is required, update can be granted right away

Customer belongs to the First Nation Community and need to have customer's name changed...

• Customer needs to have First Nation Card

• Customer needs to have First Nation Tready Card

• Customer needs to have no backup documentation at all

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