So I work for a good sized bank, we are strictly online and partnered with Zelle. If you have to work with Zelle you understand the hell I go though every day of my life. Background on this story we had a guy call in and he had a problem with Zelle holding $400. Now this guy threatened to sue the bank with the DA of New York. Sure enough when stuff like this happen it creates a special case that CEO’s have to deal with. This is my most notorious story and one that shook my entire center. (People involved: Me, Customer, BO back office, K head of center, TL team lead.)
Me: Greeting and authenticate How can I help you sir?
Customer: Yeah, my Zelle isn’t working. It is almost like the whole thing rest, can you help me sir?
Me: Okay I will just have to call my back office support and we can get this all fixed.
Customer: Take your time I am in no rush.
gets to back office
Me: Greeting as well I have a customer on the line and his Zelle isn’t working what is happening?
BO: Well let me see his profile and we can go from there.
Me: Alright so in the me-
BO: Ah it is one of these cases, I will need to transfer you to CFR and they can help you.
Me: Uh I don’t think I ha-
BO: I have it right her sir, have a nice day.
So I take off my headset to tell my co worker what happened just then as I get though.
Me: So I got put though to CFR.
Coworker: Eyes widen and jaw dropped Daniel, what ever you do act as professional as possible give them your full name, location, and how you got there. Also tell them the case number and what is wrong.
Coworker: That is our vice-president’s office.
So with my feet going cold I had to transfer the customer to a manger because a back office agent sent me to the vice-president’s office.
Me: Hey, TL I have a problem…
TL: What is up? Is something wrong?
Me: I got transferred to CFR…
TL: Dropped his coffee WHAT WHO TRANSFERRED YOU TO THE VICE-PRESIDENT’S OFFICE?!?!?
Me: It was a back office agent. What do I do?
K: Looks at my TL Hey, TL just wanted to gi-
TL: DANIEL GOT TRANSFERRED TO CFR!
K: WHAT?!? HOW ONLY WE HAVE THE NUMBERS?
Me: It was a back office agent.
K: Come with me I need to show you something.
In the end CFR is our corporate office vice-president’s office phone and I left a message at the foot steps of thw vice-president’s office. Now anytime a executive comes in they know me by my sharp voice.