Knowledge base » Other » Guard Street
Guard Street
Answering the phone:
"Thank you for calling Guard Street, my name is _____, how may I help you?”
Closing:
"Thank you for calling (name of program), have a nice day"
Guard Street Consumer Site
https://guardstreet.com
Guard Street Program Overview
Offer protection kits with tools designed to proactively and securely lock your data and private information so cybercriminals, hackers, fraudsters and big data marketers can’t track you.
We also offer ID theft protection monitoring, insurance and restoration.
How It Works
• Customers simply login
• Download the tool(s)Activate and use them regularly or as needed (from any device
Billings
Monthly and annual billings.
•Monthly members will be able to get a refund during the first 30 day trial period.
•Annual members can cancel at any time; they will continue to receive the service until the end of their term. They can cancel within the first 30 days of their renewal term and receive a refund. After that, they will be charged for the year.
Benefits
Identity Theft Protection
• Black Market Website Surveillance-They will scan the internet to find the members exposed personal information.
• Lost Wallet Recovery-If the members’ purse or wallet has been lost or stolen, they call the toll-free number listed in their membership materials. They will monitor for suspicious activity.
• Single Bureau Credit Monitoring with Alerts-They will be alerted when there is an important change or suspicious activity in their report.
Password Manager
• Members remember their master password and Guard Streets tool will automatically fill in their unique username and password on any login screen.
• Password manager may be downloaded on multiple devices.
• Uses a high level of security and form of encryption that has never been cracked.
Data Vault
• Members are able to securely store, share and access their important documents while they travel or at home. Examples: medical records, legal documents and financial records.
• Bank Grade Security
• Secure Sharing and Back Up-Securely transfer files, photos and more instead of emailing them.
Secure Email
• Keep sensitive email communications safe from hackers and identity thieves.
• Members are able to securely send and receive email. They can use it as their primary email account and/or to send and receive important documents.
• Emails are scanned for viruses.
Private VPN
• Safe Browsing-Protect data while online at airports, hotspots, hotel wireless, coffee shops or at home.
• Members can turn on their Virtual Private Network and keep their credit card numbers and passcodes along with the websites they visit secure from others.
• Use public Wi-Fi Hotspots securely.
• Avoid data theft.
• Surf sites discretely and anonymously.
• Use on any desktop or mobile device.
Guard Street Refund Policy/Chargeback avoidance
•Refund Policy-02/27/2020
While we will maintain our refund policy of a 30 day guarantee and refund a customer’s money within the first 30 days and maintain that after that period there will be no future billings, we will make a slight change for American Express customers.
•Should any AMEX customer indicate that they never enrolled in our program and requests their money back, please provide their money back up to two months. Should additional months be required, inform the customer that you will need to seek approval before issuing the refund, however, inform the customer that it is our policy to issue the refund for them.
•In all cases, if anyone says (AMEX or non-Amex) that they never signed up for our program, this must be indicated in the Notes section of the CRM and escalated to the Guard Street team.
Policy Summary:
• First 30 days – Issue refund
• Post 30 days – No credit unless it is requested
• If the AMEX customer indicates they never enrolled AND want money back – 2 months, then escalate.
• If any other MOP claims they never enrolled, CSR must note account and escalate to their supervisor. Do not issue any credit unless requested, unless the bank is on the phone, unless they threaten legal action, they are irate or calling the credit card company. The supervisor may approve issuing one month without an escalation to Guard Street.
Guard Street Privacy Secure Save Script
There are so many things you can do with Guard Street. Are you aware of all the ways we protect your privacy? Some of the important benefits are:
•Your plan includes a password manager so you can securely login and shop at sites like Amazon, Kohls and Target.
•You can protect your identity and precious data with a Secure Email account which allows you to ensure that messages and documents can only be read by the intended recipient.
•Plus your precious data can be stored in a secure digital vault. Your data will literally be secured a data vault with the security of a Swiss bank account. Hackers and cybercriminals will not be able to view your information.
If No:
I understand, we would like you to continue the protection. We would like to send you coupon book worth up to $1,000 a year in grocery coupons as a thank you for remaining a member and continuing your protection.
If Yes:
Great, let me confirm your address so we can send out your grocery coupon book.
(Confirm address and then enter note in Saved. After the call, escalate the save.)
If No:
(Process Cancellation)
Secure Saver Save Script
There are so many things you can do with your Secure Saver membership. Are you aware of all the ways you can save?
• You can also save up to 50% at leading stores like Target, Kohls and many more, plus you’ll receive hundreds of dollars in grocery coupons.
• You also have access to entertainment discounts. You can save up to 50% at over 23,000 locations like theme parks, sporting events and much more.
• Plus you also receive discounted movie tickets at AMC and easily accessible through your Member Portal.
• One of the great benefits is knowing you can securely shop online with our protection tools. Once activated, it keeps your private information hidden from criminals, fraudsters, hackers and advertisers.
If No:
I understand, we would like you to continue your membership. We would like to send you coupon book worth up to $1,000 a year in grocery coupons as a thank you for remaining a member and using the great benefits.
If Yes:
Great, let me confirm your address so we can send out your grocery coupon book.
(Confirm address and then enter note in Saved. After the call, escalate the save.)
If No:
(Process Cancellation)
Support.com Programs
Offered by Support.com and supported by Guard Street partners.
Who is Support.com?
• Support.com is a client of Guard Street
• Support.com is a tech support company, offering programs for both home and business
What is the new program?
• Support.com is offering two programs: Data Vault and Identity Theft Protection Basic
• Data Vault contains:
o Digital Vault and Secure Email
Members can log into the website and send secure emails and securely store documents.
• Identity Theft Protection Basic
o ID Theft Benefit: Our Identity Theft Protection package provides you with quality protection from the serious consequences of identity theft. Your benefits include Identity Monitoring, Insurance, and Recovery & Restoration and much more.
If your identity becomes compromised while you are our member, you will receive unlimited free consultations with an expert Fraud Resolution Specialist™ (FRS) within 48 hours. Your FRS advocates for you, working directly with creditors or agencies to restore your identity and damaged credit. Click the button below to access all your benefits.
o Password Manager: This protection tool allows you to create, store and manage your multiple passwords for all the online websites that you access.
How does a member enroll?
o Enrollments are being done on the Support.com website.
Billing and Cancellations:
Billing and cancellations are done by Support.com. If a member has billing questions or wants to cancel, you MUST refer them to the Support.com call center ->1-866-966-6254 M-F 8AM-4PM Pacific. Cancellations are only processed on the Support.com side. A script has been programmed in Member IQ to remind the agents that cancellations cannot be processed in our call center.
Website:
o https://sas.guardstreet.com
o Members can use the same URL, to access both programs
o If a member uses the SAME email and the SAME password, they can access both programs on the same site.
o If the member uses a different password, it would be necessary to log out and log back in with the correct password, to access each program.
Access to benefits:
• For the Data Vault and ID Protect benefits:
o Members need to log into the website, go to the benefit page, and then click on “activate” or “use”. (NOTE: if the member has never used the benefit before, the site will display “Activate”. If they have used it before, the site will display “Use”
• Password Manger:
o Members need to log into the website, go to the benefit page, and then click on “activate” or “download”. (NOTE: if the member has never used the benefit before, the site will display “Activate”. If they have used it before, the site will display “Use”
o Members would download the software on their computer to use.
Legal Club Program
These members are not in Member IQ.
When a Legal Club member calls, the agent can answer any benefit related questions using the FAQs below. If the member is having any problems activating their online account (Guard Street only, not Legal Club), you can take their information and escalate to a supervisor who will create a TCAR. The member has access to the Guard Street benefits online once they log in to their Legal Club account.
If a Traveler's United member has billing questions or wants to cancel, they have to email Traveler's United at info@travelersunited.org. They do not have an 800#.
PROGRAM OVERVIEW
August 3, 2017
Client: Legal Club of America
Products:
· Family Protection Plan (our program, Privacy Plus will be included with this product)
Benefits Included:
· Digital Vault
· Secure Email
· Secure Web Tool
· Password Manager
URL: www.legalclub.com
· Members log in to the Guard Street portal through Legal Club
Client Background: Legal Club of America is one of the nation’s largest legal services providers. They offer multiple benefits including Group Legal (for employees), ID Theft protection, Tax services and more through associations, employers and other membership programs.
Guard Street Customer Service Role (InteQ): Thoroughly answer customer support questions and assist them in activating their Guard Street benefits.
Legal Club Contact Information: 1-800-305-6816 for client billing and other questions pertaining to their plan beyond the Guard Street benefits. If we receive a call from their customers inquiring about billing or cancellation, politely transfer them to Legal Club of America.
This would be a warm transfer. You should identify yourself as a Guard Street agent and advise the Legal Club rep that you are calling with a Legal Club member on the line who wants to cancel/has a billing question, etc. If the member is calling outside of their hours of operation, please provide the Member Services toll free number to the member so they can call during business hours.
What is Guard Street?
GUARD STREET provides protection tools for your data and privacy while you travel and while you’re at home.
What Protection Tools Are Included In Your Program?
Your membership includes the following protection tools.
• Secure Data Vault to store important documents like medical records, financial records, travel itineraries, passports or anything you want protected.
• Secure Email Account that allows you to send email securely without worrying about others accessing the content or files included in your emails.
• Secure Web Tool that allows you to protect your data like your credit card number, account numbers passwords and more as you are online at or away.
• Password Manager makes it easier to use a strong and unique password for every website.
How Do I Access My Protection Tools?
It’s quite easy. Simply log into your program and go to your Peace Of Mind benefits. From there, you can access your Guard Street protection tools. Simple instructions are also provided for downloading or using your protection tools from your computers or mobile devices.
How Can The Digital Vault Protect My Family?
Your personal Guard Street Data Vault provides you a place to securely store, share and access all of your important documents, photos, emails and passwords.
In an emergency, Guard Street can put valuable, possibly lifesaving medical information, right at your fingertips from your mobile phone or tablet.
Guard Street provides peace of mind by ensuring all of your important information is safe and available, whenever and wherever you need it. Make sure to use your Guard Street Data Vault for all your important documents. Transferring paper documents to your Guard Street Data Vault is as easy as taking a picture with your smartphone and uploading.
Tell Me About The Secure Email Account
Using your Guard Street secure email account lets you rest assured that all of your stored email is secure. A Guard Street email account ensures your information is always safe from hackers and identity thieves
When Should I Use My Secure Email Account?
You should use this as your primary email account. Set it up on your mobile device. It is quite easy to configure. At a minimum, you should use this account for sending documents or communications that you need to be secure.
What Protection Will The Secure Web Tool Provide?
Use Public Wi-Fi Hotspots Securely
Though convenient, public Wi-Fi networks are often unsecured, creating a breeding ground for eavesdroppers and criminals. Whether you post to Facebook or shop online, Guard Street’s Secure Web Tool allows you to safely connect on Wi-Fi hotspots.
How Does The Password Manager Work?
Members simply remember their Master Password and our tool will automatically fill in their unique username and password on any login screen. It will also fill in the check-out form for faster online check outs. Members may store unlimited passwords and safe the time and skip the hassle of online forms. Includes app.
"Thank you for calling Guard Street, my name is _____, how may I help you?”
Closing:
"Thank you for calling (name of program), have a nice day"
Guard Street Consumer Site
https://guardstreet.com
Guard Street Program Overview
Offer protection kits with tools designed to proactively and securely lock your data and private information so cybercriminals, hackers, fraudsters and big data marketers can’t track you.
We also offer ID theft protection monitoring, insurance and restoration.
How It Works
• Customers simply login
• Download the tool(s)Activate and use them regularly or as needed (from any device
Billings
Monthly and annual billings.
•Monthly members will be able to get a refund during the first 30 day trial period.
•Annual members can cancel at any time; they will continue to receive the service until the end of their term. They can cancel within the first 30 days of their renewal term and receive a refund. After that, they will be charged for the year.
Benefits
Identity Theft Protection
• Black Market Website Surveillance-They will scan the internet to find the members exposed personal information.
• Lost Wallet Recovery-If the members’ purse or wallet has been lost or stolen, they call the toll-free number listed in their membership materials. They will monitor for suspicious activity.
• Single Bureau Credit Monitoring with Alerts-They will be alerted when there is an important change or suspicious activity in their report.
Password Manager
• Members remember their master password and Guard Streets tool will automatically fill in their unique username and password on any login screen.
• Password manager may be downloaded on multiple devices.
• Uses a high level of security and form of encryption that has never been cracked.
Data Vault
• Members are able to securely store, share and access their important documents while they travel or at home. Examples: medical records, legal documents and financial records.
• Bank Grade Security
• Secure Sharing and Back Up-Securely transfer files, photos and more instead of emailing them.
Secure Email
• Keep sensitive email communications safe from hackers and identity thieves.
• Members are able to securely send and receive email. They can use it as their primary email account and/or to send and receive important documents.
• Emails are scanned for viruses.
Private VPN
• Safe Browsing-Protect data while online at airports, hotspots, hotel wireless, coffee shops or at home.
• Members can turn on their Virtual Private Network and keep their credit card numbers and passcodes along with the websites they visit secure from others.
• Use public Wi-Fi Hotspots securely.
• Avoid data theft.
• Surf sites discretely and anonymously.
• Use on any desktop or mobile device.
Guard Street Refund Policy/Chargeback avoidance
•Refund Policy-02/27/2020
While we will maintain our refund policy of a 30 day guarantee and refund a customer’s money within the first 30 days and maintain that after that period there will be no future billings, we will make a slight change for American Express customers.
•Should any AMEX customer indicate that they never enrolled in our program and requests their money back, please provide their money back up to two months. Should additional months be required, inform the customer that you will need to seek approval before issuing the refund, however, inform the customer that it is our policy to issue the refund for them.
•In all cases, if anyone says (AMEX or non-Amex) that they never signed up for our program, this must be indicated in the Notes section of the CRM and escalated to the Guard Street team.
Policy Summary:
• First 30 days – Issue refund
• Post 30 days – No credit unless it is requested
• If the AMEX customer indicates they never enrolled AND want money back – 2 months, then escalate.
• If any other MOP claims they never enrolled, CSR must note account and escalate to their supervisor. Do not issue any credit unless requested, unless the bank is on the phone, unless they threaten legal action, they are irate or calling the credit card company. The supervisor may approve issuing one month without an escalation to Guard Street.
Guard Street Privacy Secure Save Script
There are so many things you can do with Guard Street. Are you aware of all the ways we protect your privacy? Some of the important benefits are:
•Your plan includes a password manager so you can securely login and shop at sites like Amazon, Kohls and Target.
•You can protect your identity and precious data with a Secure Email account which allows you to ensure that messages and documents can only be read by the intended recipient.
•Plus your precious data can be stored in a secure digital vault. Your data will literally be secured a data vault with the security of a Swiss bank account. Hackers and cybercriminals will not be able to view your information.
If No:
I understand, we would like you to continue the protection. We would like to send you coupon book worth up to $1,000 a year in grocery coupons as a thank you for remaining a member and continuing your protection.
If Yes:
Great, let me confirm your address so we can send out your grocery coupon book.
(Confirm address and then enter note in Saved. After the call, escalate the save.)
If No:
(Process Cancellation)
Secure Saver Save Script
There are so many things you can do with your Secure Saver membership. Are you aware of all the ways you can save?
• You can also save up to 50% at leading stores like Target, Kohls and many more, plus you’ll receive hundreds of dollars in grocery coupons.
• You also have access to entertainment discounts. You can save up to 50% at over 23,000 locations like theme parks, sporting events and much more.
• Plus you also receive discounted movie tickets at AMC and easily accessible through your Member Portal.
• One of the great benefits is knowing you can securely shop online with our protection tools. Once activated, it keeps your private information hidden from criminals, fraudsters, hackers and advertisers.
If No:
I understand, we would like you to continue your membership. We would like to send you coupon book worth up to $1,000 a year in grocery coupons as a thank you for remaining a member and using the great benefits.
If Yes:
Great, let me confirm your address so we can send out your grocery coupon book.
(Confirm address and then enter note in Saved. After the call, escalate the save.)
If No:
(Process Cancellation)
Support.com Programs
Offered by Support.com and supported by Guard Street partners.
Who is Support.com?
• Support.com is a client of Guard Street
• Support.com is a tech support company, offering programs for both home and business
What is the new program?
• Support.com is offering two programs: Data Vault and Identity Theft Protection Basic
• Data Vault contains:
o Digital Vault and Secure Email
Members can log into the website and send secure emails and securely store documents.
• Identity Theft Protection Basic
o ID Theft Benefit: Our Identity Theft Protection package provides you with quality protection from the serious consequences of identity theft. Your benefits include Identity Monitoring, Insurance, and Recovery & Restoration and much more.
If your identity becomes compromised while you are our member, you will receive unlimited free consultations with an expert Fraud Resolution Specialist™ (FRS) within 48 hours. Your FRS advocates for you, working directly with creditors or agencies to restore your identity and damaged credit. Click the button below to access all your benefits.
o Password Manager: This protection tool allows you to create, store and manage your multiple passwords for all the online websites that you access.
How does a member enroll?
o Enrollments are being done on the Support.com website.
Billing and Cancellations:
Billing and cancellations are done by Support.com. If a member has billing questions or wants to cancel, you MUST refer them to the Support.com call center ->1-866-966-6254 M-F 8AM-4PM Pacific. Cancellations are only processed on the Support.com side. A script has been programmed in Member IQ to remind the agents that cancellations cannot be processed in our call center.
Website:
o https://sas.guardstreet.com
o Members can use the same URL, to access both programs
o If a member uses the SAME email and the SAME password, they can access both programs on the same site.
o If the member uses a different password, it would be necessary to log out and log back in with the correct password, to access each program.
Access to benefits:
• For the Data Vault and ID Protect benefits:
o Members need to log into the website, go to the benefit page, and then click on “activate” or “use”. (NOTE: if the member has never used the benefit before, the site will display “Activate”. If they have used it before, the site will display “Use”
• Password Manger:
o Members need to log into the website, go to the benefit page, and then click on “activate” or “download”. (NOTE: if the member has never used the benefit before, the site will display “Activate”. If they have used it before, the site will display “Use”
o Members would download the software on their computer to use.
Legal Club Program
These members are not in Member IQ.
When a Legal Club member calls, the agent can answer any benefit related questions using the FAQs below. If the member is having any problems activating their online account (Guard Street only, not Legal Club), you can take their information and escalate to a supervisor who will create a TCAR. The member has access to the Guard Street benefits online once they log in to their Legal Club account.
If a Traveler's United member has billing questions or wants to cancel, they have to email Traveler's United at info@travelersunited.org. They do not have an 800#.
PROGRAM OVERVIEW
August 3, 2017
Client: Legal Club of America
Products:
· Family Protection Plan (our program, Privacy Plus will be included with this product)
Benefits Included:
· Digital Vault
· Secure Email
· Secure Web Tool
· Password Manager
URL: www.legalclub.com
· Members log in to the Guard Street portal through Legal Club
Client Background: Legal Club of America is one of the nation’s largest legal services providers. They offer multiple benefits including Group Legal (for employees), ID Theft protection, Tax services and more through associations, employers and other membership programs.
Guard Street Customer Service Role (InteQ): Thoroughly answer customer support questions and assist them in activating their Guard Street benefits.
Legal Club Contact Information: 1-800-305-6816 for client billing and other questions pertaining to their plan beyond the Guard Street benefits. If we receive a call from their customers inquiring about billing or cancellation, politely transfer them to Legal Club of America.
This would be a warm transfer. You should identify yourself as a Guard Street agent and advise the Legal Club rep that you are calling with a Legal Club member on the line who wants to cancel/has a billing question, etc. If the member is calling outside of their hours of operation, please provide the Member Services toll free number to the member so they can call during business hours.
What is Guard Street?
GUARD STREET provides protection tools for your data and privacy while you travel and while you’re at home.
What Protection Tools Are Included In Your Program?
Your membership includes the following protection tools.
• Secure Data Vault to store important documents like medical records, financial records, travel itineraries, passports or anything you want protected.
• Secure Email Account that allows you to send email securely without worrying about others accessing the content or files included in your emails.
• Secure Web Tool that allows you to protect your data like your credit card number, account numbers passwords and more as you are online at or away.
• Password Manager makes it easier to use a strong and unique password for every website.
How Do I Access My Protection Tools?
It’s quite easy. Simply log into your program and go to your Peace Of Mind benefits. From there, you can access your Guard Street protection tools. Simple instructions are also provided for downloading or using your protection tools from your computers or mobile devices.
How Can The Digital Vault Protect My Family?
Your personal Guard Street Data Vault provides you a place to securely store, share and access all of your important documents, photos, emails and passwords.
In an emergency, Guard Street can put valuable, possibly lifesaving medical information, right at your fingertips from your mobile phone or tablet.
Guard Street provides peace of mind by ensuring all of your important information is safe and available, whenever and wherever you need it. Make sure to use your Guard Street Data Vault for all your important documents. Transferring paper documents to your Guard Street Data Vault is as easy as taking a picture with your smartphone and uploading.
Tell Me About The Secure Email Account
Using your Guard Street secure email account lets you rest assured that all of your stored email is secure. A Guard Street email account ensures your information is always safe from hackers and identity thieves
When Should I Use My Secure Email Account?
You should use this as your primary email account. Set it up on your mobile device. It is quite easy to configure. At a minimum, you should use this account for sending documents or communications that you need to be secure.
What Protection Will The Secure Web Tool Provide?
Use Public Wi-Fi Hotspots Securely
Though convenient, public Wi-Fi networks are often unsecured, creating a breeding ground for eavesdroppers and criminals. Whether you post to Facebook or shop online, Guard Street’s Secure Web Tool allows you to safely connect on Wi-Fi hotspots.
How Does The Password Manager Work?
Members simply remember their Master Password and our tool will automatically fill in their unique username and password on any login screen. It will also fill in the check-out form for faster online check outs. Members may store unlimited passwords and safe the time and skip the hassle of online forms. Includes app.
