Customer Profile Process

Overview You should start most calls and cases by locating a customer profile (contact) in Salesforce.

Prerequisites Complete Transaction Verification and Research. You are not required to create/attach a profile in Salesforce for the below call types. ​Agent location look-up Fee/exchange rate look-up Biller look-up General product inquiry ExpressPayment/Utility Bill payment MGO transaction when transferring a call to MGO Transaction status (no transaction found) Paper product Misrouted call (non-MGI related request) Transaction staging (FormFree send/receive) Receiver/receive agent calls and transaction is in a SEN, HLD, AFR/RF6 or REF/RF2 status with no receiver's details (i.e. phone number and date of birth) on it Make sure a customer/agent calls regarding the customer-related inquiry; in case of an agent-related inquiry, complete Handling Agent Support Calls.

Process Complete the below process to locate/edit a customer profile in Salesforce.

From Salesforce, Customer Search screen: Stage Description 1

Proceed based on whether the caller provided Reference Number.

When... Then... Sender/receiver provided Reference Number Copy the necessary information from the transaction to find the profile: proceed to the next stage to identify this information. Sender does not have Reference Number and would like to make a complaint Ask them for the information necessary to find the profile: proceed to the next stage to identify this information. Receiver did not provide Reference Number You are not required to find the profile. End of process

2

Enter the required information on the Customer Search screen; use any of the below combinations in the most efficient order to search for the customer profile.

Last name and phone number Last name and date of birth Phone number and date of birth 3

Proceed based on whether the profile appears in the search results.

When the profile... Then... Appears in the search results

Select the correct customer profile by comparing the details from the profile and transaction. Proceed to the next stage. Does not appear in the search results

Refine the search by using different criteria.

If additional search attempts are still unsuccessful, proceed to create a new profile; refer to Customer Profile Creation. End of process

4

Based on the transaction details and/or conversation with the caller, determine if the changes to the customer profile are required and proceed as per below grid.

When the changes are... And the transaction was sent via... Then... Required

MGO Do not edit the profile in Salesforce; complete MGO Process and Transfer Grid. End of process Virtual agent Refer the caller directly to the virtual agent; refer to Virtual Agents. End of process Any other platform Click the Edit Profile button. Update the corresponding fields; refer to Customer Profile Fields. Click Save at the bottom of the screen. Proceed to the next stage. Not required N/A Proceed to the next stage. 5

Complete Opening Case and assist the caller accordingly.