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WorksheetsBereavement Upskill
Total questions: 15
Worksheet time: 8mins
What is Probate also known as in Scotland?
Confirmation
Computation
Affirmation
Consultation
True or false: it's not necessary to pass DPA on a Bereavement call.
True
False
True or false: in the Bereavement Team we deal with bereaved FIT / SEG accounts as well.
True
False
The correct way to update the name to "The Executors of" in KAE is:
Title: Blank
First name: The Executors
Last Name: Of Mark Jones,
Title: Blank
First name: The Executors of Mark Jones
Last Name: ,
Title: Blank
First name: The Executors of Mark
Last Name: Jones,
True or false: we should always remove all telephone numbers from the account when updating the name to "The Executors Of".
True
False
Why do we raise a closed refund case on the account when updating the name to "The Executors of"?
So that the system can automatically process a cheque refund correctly.
So that we don't forget to send a cheque refund to the customer ourselves.
So that the Payments Team can easily see who to issue the cheque refund to once the account has been closed.
True or false: when we send a letter or an email to a customer that informs us that the property has been sold or vacated, we only need to worry about updating the customer's details on the template, the content doesn't require any adjustments.
True
False
True or false: if the surviving partner is not already named on the account, we don't need to COT them in, we can add their name to the account and unlink the deceased.
True
False
True or false: on a spousal transfer you need to leave the same BIR memo you would leave on any other type of bereavement interaction.
True
False
For a bereaved account where the property is owned and a family member still lives in it, the correct date to process a COT IN in Salesforce is:
Date of death
Date of death + 1
Date of death + 2
True or false: If we are informed of a bereavement by a secondary financially liable account holder there's no need to leave a BIR memo.
True
False
How can you cancel a cheque refund?
\ Cancel refund
Ask your Team Leader
Raise a Payments case
Raise a jira to Finance and a refund case
How can you change a smart meter from PAYG to PAYM mode?
You'll need to raise a case for this
You can do this on the Smart Ops Tool on KAE
Ask your Team Leader
Process a COT in and select a PAYG tariff instead of a PAYM one
What is the name of the our external DCA partner for bereaved accounts?
Phillips & Cain
Cohen & Philmore
Phillips & Cohen
Pharris & Cullen
True or false: you should always outbound call a customer on the back of a bereavement email.
True
False
