Copy - CSR Training

Part 1

CSR Training

The CSR system is an internal tool used to access and replicate a user’s account for support purposes.

Let's go!

TIP: Remember to click the in the top right to show any interactive elements.

By the end of this training, participants will be able to:

Effectively Analyze and Investigate User Accounts

Interpret Search Results

Perform Accurate User Searches

Navigate the CSR Interface

Objectives

Logging into CSR

Check "Exclude Closed Accounts" to show only open accounts.

Search by phone number without dashes.

Search by group name for Care for Business-related accounts.

Use Member ID to view related accounts.

Enter part of an email to see matching accounts

Additional Search Tips

Special Search Fields

Performing a Specialized Search

Generalized Search

• Combine search criteria to refine searches.
• Ask for more info if needed.
• Users may enroll with nicknames; this can affect results.
• Use % to search partial info (e.g., "Anders%" finds Anderson, Andersen).
• Do not start search terms with % unless searching addresses.

Click "Member Snapshot" for account details

Use results to verify the correct account

Displays all member results matching search criteria

Member Search Results

Accessed via the profile photo or initials at the top-right corner, this section is broken into:

• Manage
• Account
• Resources
• Customer Service (CSR only)

The left-side column offers various navigation options:

• Top Section: Represents the options users can see.
• Bottom Section: CSR-only tools and functions (which we will review in detail).

Navigating the CSR System

Blocked Members

Credit Card Information

Privacy Settings & Preferences

My Plan

My Information

Account & Settings

The Account & Settings section provides detailed user information. Commonly used by Customer Care, it includes:

Account History is our view into the Member Review history on the account

Account History

Member History

Audit History

For Seekers, the Safety History page is critical in identifying whether an account was closed due to Sift Science.

Safety History

Additional Info

• Understand the CSR system for effective user support.
• Use search tools to find user information quickly.
• Review account details, history, and safety data.
• Familiarize yourself with the interface for efficiency.
• Practice to enhance your skills in user assistance.

Let's Wrap Up!

Education & Knowledge

Thank You!

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