Card Decline

1. Opening:
"Thank you for calling Wisely Member Services. My name is [agent name]. How may I assist
you?"

2. Acknowledging & Empathy

"I will be happy to help you to activate your replacement card”

3. Authenticating the call :

a) “May I have your first and last name?"

b) "For security purposes, may I have your date of birth?"
c) “SIP (if Applicable)”
d) “May I know if the number you are calling is the best number for the call back in case we get
disconnected”

4. Probing:
a) May I know what is the error message that you are getting?
b) Are you travelling out of state?
Resolution:
For travel alerts: Verify CVV
State alerts----Add the state----Add expiration date

For ATM withdrawals: Probing question: May I know if you are withdrawing money?
Per transaction limit:- $500/-
Daily Transaction: $2000/- ( sso: in network ATM from CH agreement)

5. Offering further assistance:

“Is there anything else that I can assist you with today Mr.xx ?

7: SSO:
You can call us again once the card is delivered to activate the card or you can go to out
automated system to activate the card.

8. Offering the survey.

"We'd love to hear your feedback about the customer service you were provided on this call!
Would you mind remaining on the line for a quick three-question survey?"

9. Closing the call: "Thank you for calling Wisely Member Services! Have a nice day. 5
 Activation of Replacement Card
1. Opening:
"Thank you for calling Wisely Member Services. My name is [agent name]. How may I assist
you?"

2. Acknowledging & Empathy

"I will be happy to help you to activate your replacement card”

3. Authenticating the call :

b) “May I have your first and last name?"

b) "For security purposes, may I have your date of birth?"
c) “SIP (if Applicable)”
d) “May I know if the number you are calling is the best number for the call back in case we get
disconnected”

# Probing: a) May I know the last four digit of the card that you want to activate? – Scroll down on
cards tab.

b) Is this a new card or a replacement card that you want to activate?

# Steps to activate the card:

1. Verify the last 4 digits of the replacement card. Click Activate.

2. Set up the CH’s PIN.
3. Click Cards, then verify the CVV for additional verification

4. Summary
“The card has been activated and you can use the card immediately”

5. Offering further assistance:

“Is there anything else that I can assist you with today Mr.xx ?

7: SSO:
You can call us again once the card is delivered to activate the card or you can go to out
automated system to activate the card.

8. Offering the survey.

"We'd love to hear your feedback about the customer service you were provided on this call!
Would you mind remaining on the line for a quick three-question survey?"

9. Closing the call

"Thank you for calling Wisely Member Services! Have a nice day
1
 Replacement card
1. Opening:
"Thank you for calling Wisely Member Services. My name is [agent name]. How may I assist you?"

2. Acknowledging & Empathy

"I will be happy to help you with the replacement card as your card is damaged
/lost /stolen/ expired.”

3. Authenticating the caller:

I.
“May I have your first and last name?"
II. "For security purposes, may I have your date of birth?"
III. SIP (if Applicable)
IV. “May I know if the number you are calling is the best
number for the call back in case we get disconnected”
Reviewing the previous comments to check if any replacement has
been send lately- Say "Allow me to review your account quickly also may I know if
u have noticed any unauthorized transaction on the account?"
In lost and stolen case- May I know if you have noticed any unauthorized
transaction on the account?
( Very Imp) System will be locking the card for security purpose so that there are
no unauthorized transaction in future. ( Do not change card status if card is
damaged, personalized or expired)
4. Address confirmation:

“I can send you a replacement card. May I have your full mailing address along with the
city, state and zip code? Also, let me know if there’s an apartment/house associated with it. “
Verify add on USPS

5. Confirmation
“I can send a replacement card that you will receive in 7 to 10 bz days at no cost
(check for any replacement card fee). Would you like to continue?

6. Summary
“The card replacement has been processed and you will be receiving it in 7-10
business days.”

7. Online education
Once you get the new card you can activate the card on our automated services. Also
you can call us to activate the card.

8. Offering further assistance:

“Is there anything else that I can assist you with today Mr.xx ?

9.. Offering the survey.

"We'd love to hear your feedback about the customer service you were provided on this
call! Would you mind remaining on the line for a quick three-question survey?"

10.. Closing the call- "Thank you for calling Wisely member Services! Have a nice day!" 3
 Initial Card Activation
Call Scenario: CH has got a new card from my employer and needs to activate it in order to use it

1. Opening:
"Thank you for calling Wisely member services. My name is [agent name]. How may I assist
you?"

2. Acknowledging & Empathy

"I will be happy to help you to activate the card”

3. Authenticating the caller

IVR- authenticated
i. May I have your first and last name?"
ii. "For security purposes, may I have your date of birth?"
iii. SIP (if Applicable)
iv. “May I know if the number you are calling is best call back
number in case we get disconnected?

Steps to activate the card:

a) May I know the last four digit of the card that you want to activate?
( pri card )

1. Verify the CVV in the Cards tab. This helps us make sure that the CH has the correct card in
possession.
2. Click Change PIN to set up the cardholder’s desired 4-digit PIN.
PIN Rules:
a. No consecutive numbers (1234)
b. No repeating digits (4444 or 4455).

4. Summary
“The card has been activated and you can use the card immediately”
5: SSO:
You can call us again once the card is delivered to activate the card or you can go to out
automated system to activate the card.

6. Offering online assistance & further assistance:

“You can use our website (MyWisely.com) and app to view transaction, set alerts and
notification”
“Is there anything else that I can assist you with today Mr.xx ?

7. Offering the survey.

"We'd love to hear your feedback about the customer service you were provided on this call!
Would you mind remaining on the line for a quick three-question survey?"

8. Closing the call - "Thank you for calling Wisely member Services! Have a nice day!" 2
 Deposit Inquiry
1. Opening:
"Thank you for calling Wisely Member Services. My name is [agent name]. How may I assist
you?"

2. Acknowledging & Empathy

"I will be happy to help you to activate your replacement card”

3. Authenticating the caller

IVR- authenticated
I. “May I have your first and last name?"
II. "For security purposes, may I have your date of birth?"
III. SIP (if Applicable)
IV. “May I know if the number you are calling is the best number for
the call back in case we get disconnected”

Probing: May I know from where are you expecting the deposit?

Resolution:
I see that there is a pending deposit from (Employer’s Name) for $200/- which will be credited on your
account by the end of the day. ( give load date ).

5. Offering further assistance:

“Is there anything else that I can assist you with today Mr.xx ?

6: SSO:
You can activate alerts using our website www.wisely.com and mywisely app to activate alerts for
your future deposit and transaction.

7. Offering the survey.

"We'd love to hear your feedback about the customer service you were provided on this call!
Would you mind remaining on the line for a quick three-question survey?"

8. Closing the call

"Thank you for calling Wisely Member Services! Have a nice day!"

NOTE: If WM is expecting a deposit from third party source then the card needs to be upgraded.

If you see “ RUN IDology” – Agent will initiate Card upgrade

If you don’t see “RUN IDology- WM will initiate card upgrade on app or the website.