How do i process BSA request for customer’s occupation?

When BSA sends an email asking CX to contact and retrieve the customer’s occupation, we should do the following:

Contact customer by phone

If not available, send a secure email asking for the information, and/or ask them to contact us (below is a sample email

Once the information is received, send the ticket to DBO so they may update Horizon with the customer’s occupation

When the ticket is returned to us, email BSA, and the individual who sent the original request advising them that the request is completed

Dear customer ,

We are reaching out to you in order to request some information. We’d like to update our records with your occupation. You may reply to this email with the information, or call us at 800-908-6600. We’re available Monday – Friday between the hours of 9:00am-6:00pm Eastern Time.

Thank you for your attention to this matter.

Best regards,

Customer Service Team