Call Model
Q1, Q2, Q3 of the Call Model
What are:
Can you pay that today?
How much can you pay today?
When can you pay that if not today?
The two items we will FIRST request from a customer to look them up in CQS/CLASS.
What is a phone number or account number?
The acronym for total amount due that will commonly be used in notes.
What is TAD?
When a customer makes a commitment to pay on the account, but does not allow us to secure the payment via ACH or debit.
What is a soft set?
The system you will use to search accounts no longer in CLASS/CQS.
What is DVI?
The statement you want to use immediately before Q1.
What is you have a total amount due of ______?
These are the methods we can accept to run a payment on an account.
What are Debit and ACH?
The three programs offered under Borrower Assistance.
What is Deferment, Re-Age, and Modification?
This is what an * in the alerts column indicates.
What is the customer has multiple accounts?
This is where you will navigate to fill out a complaint tracking form.
What is the Quicklinks Tab?
This is the framework of Bridging with Empathy.
What is Acknowlege, Build Confidence, Transition with a WIIFM?
This is the common fast path code to return to the last viewed/worked account.
What is L10?
Combination 2
What is Full Name, Address, and last four of social
A customer states it is okay to contact the phone number on file, but would like to make sure it is not contacted before 1PM. This is the next step you would take.
What is update convenient call times and then note the account?
This is the frequency in which OneMain reports ongoing payments for customers to the Credit Bureau systems.
What is monthly?
RFD is the acronym commonly used for this in account/application notes.
What is reason for delinquency?
This is where you navigate to access A3P information.
What is Account Info tab/Authorized 3rd Parties button OR Account Review tab?
If a customer expresses they no longer want you to contact a phone number on their account, this is the process you would follow.
What is mark the phone number as a Do Not Call?
A customer consistently pays 6 days after their account's due date. This is an option we could offer them.
What is a due date change?
This is the information you will need to confirm if a customer threatens self-harm during your interaction.
What is confirm customer is at the home address on file and verify phone number they are contacting you from?
The TWO STEPS you will want to always complete in the Closing.
What are updated account information and thank the customer?
An area on the account you should ALWAYS view before initiating a BA program and/or settlement.
What is Risk Notes?
This is what an U3P can do on an account.
What is make a payment? (Remember, a U3P can make a payment, but NO OTHER DETAILS ABOUT THE ACCOUNT CAN BE SHARED, E.G. PAYMENT AMOUNT, ACCT BALANCE, DQ STATUS, ETC.)
This is the step we will take if the customer states they want us to stop calling, stop sending letters and emails, and wants to end all communication with the company.
What is set a Cease and Desist?
If a customer has CPI on their account and expresses they currently have insurance coverage, this is a document we will need the customer to supply to their branch or CPI dept.
What is copy of insurance policy, copy of insurance binder, OR copy of declarations page?