Understanding Errors in Procedures

What is the primary focus of the Errors metric in the context of Velera's values?

• To ensure all transactions are completed quickly

• To support excellence and trust by evaluating the impact of errors

• To increase the number of cardholders

• To reduce the number of employees

Which of the following is considered an Error A?

• Failure to complete LS report correctly

• Call avoidance

• Accessing an account and not working it

• Failure to notate an account properly

What is an example of an Error B?

• Providing information after improper security verification

• Adding unapproved memos to an account

• Disregarding memos that would normally not require a card to be blocked

• Taking an incorrect action

Which error involves failing to reset a strategy that caused inconvenience to a cardholder?

• Error A

• Error B

• Error C

• Error D

What is an example of an Error C?

• Failure to notate an account properly

• Incorrectly failing a cardholder for security

• Accessing an account and not working it

• Confirmed complaints of hanging up on cardholders

Which of the following actions is considered an Error D?

• Not making a call per procedure

• Documenting incorrect PI or not documenting PI

• Failure to notate an account properly

• Providing information to a third party

A CH is calling to verify activity on the account. I verify activity and remove the A status. At the end of the call I notice there are Possible Fraudster Memos on the account.

• Error C

• Error D

• Error A

• Error B

A woman is calling because there is Fraud on the Card. While verifying security I could not hear so well one of the answers, so I take the failed security action and forget to complete an OB.

• Error A

• Error B

• Error C

• Error D

What type of error involves "Documenting incorrect PI or not documenting PI"?

• Error A

• Error B

• Error C

• Error D

Which error involves "Taking an incorrect action that does not affect the status/outcome of the call"?

• Error A

• Error B

• Error C

• Error D