Platinum Services
This team services customers with higher-risk accounts and specialized call types.
Platinum Services Team
The customer's perception of our brand.
The Customer Experience
This state's residents are protected under CCPA.
California
SCRA stands for this.
Service Members Civil Relief Act
The two most common bankruptcy chapters handled by Platinum.
Chapter 7 and Chapter 13
Platinum Services operates Monday-Friday from this time.
7:00 AM–9:00 PM CST
Silence longer than this on a call may disengage the customer.
Three seconds
Customers have the Right to Know, Right to Delete, and this third right.
Right to Opt-Out
Qualified SCRA accounts now receive this benefit after military service ends.
Life of Loan benefits
During bankruptcy, associates should refer to "the account" instead of using this word.
"Your" or "You"
These two qualities encourage associates to think outside the box while using available resources.
Empowerment and Confidence
These four elements make up effective de-escalation.
Active Listening, Engagement, Empathy, and Ownership/Action
Santander does not do this with California residents' personal information.
Santander does not sell personal information
This activity code should be processed whenever military trigger words are mentioned.
SSRF
Chapter 7 has these four customer options.
Reaffirmation, Redemption, Retain & Pay, and Voluntary Surrender
Platinum associates are expected to take ownership of customer concerns to achieve this goal.
ONE CALL resolution
Instead of saying "Our policy is...", associates should say this.
I can further research this to see what can be done, let me see what I can find, I am here to help, let let look at what we can do....
Customers generally receive a written response within this many days.
45 days
Customers generally have this long to submit orders during the review process.
60 days
Chapter 13 customers may pay through this person or entity.
The Trustee
Name four Platinum call types.
Bankruptcy, SCRA, CCPA, Potential Legal, Cease & Desist, Out of Country Requests, CBR Disputes.
Name three positive words encouraged during customer conversations.
Examples: Definitely, Certainly, Absolutely, Gladly, Fantastic, Great, Good, Terrific, Will, Assure, Understand.
A request may be extended for this additional amount of time.
45 additional days (up to 90 days total)
Name three protections available under SCRA
Reduced interest rate, repossession protection, no late fees, life-of-loan benefits.
Name two states where voluntary surrender requires a signed form instead of a recording.
Wisconsin and Louisiana