Policies & Procedure
If you notice (skip address 1) under assigned user, what should you do?
Verify the address with the customer.
If accurate, updated assigned user to collections accounts and notate that it's been verified.
If not accurate, update address, update assigned user, and notate the changes.
What is expected of you, when opening an Outbound call?
Name, company, verify the customer, and provide past due statement.
Which eye does Thor lose?
Who was the first American Idol winner?
Kelly Clarkson
One holiday surpasses Halloween in annual consumer sales. What is it?
Christmas
How do you successfully follow the wrong number procedure?
Clarify if you can if it is wrong number with the customer.
Identify the number that is a wrong number.
Remove it from the phone number tab.
Notate the number that has been removed, include note WN with it.
SAVE SAVE SAVE!!
Could you be docked in QA if you mention that you are working with a supervisor or team lead?
Yes!
You are expected to confidently communicate with the customer.
What was the first movie in the MCU?
Spiderman with Tobey Maguire!
Since they brought him into the multiverse, and his was the first movie, he was the first one.
What famous astronomer is referenced in Bohemian Rhapsody?
Galileo
What famous magician died on Halloween?
Harry Houdini
How should you handle a call, when a customer tells you that they filed for bankruptcy?
Cease collection efforts
Collect attorney info
Notify bankruptcy
With the new QA model, how many times are you expected to go for a same day attempt for the past due?
Two!
One for the entire amount.
One for a partial.
What is the name of Iron Man's AI butler?
J.A.R.V.I.S
This music artist is also a horror movie director and producer.
Rob Zombie
What was candy corn originally called?
Chicken feed
What should you do if a customer mentions the BBB, attorney general, or makes a legal threat?
Always notify management!
What two things should you verify before reading a disclosure?
Verify the e-mail. Advise of sales tax or estimated sales tax.
How many infinity stones are needed for Thanos's gauntlet?
Six!
Jared Leto is the frontman of what band?
30 Seconds to Mars
What sort of mask does Michael Myers wear in the original Halloween?
It was a William Shatner mask, spray painted white.
If a customer is claiming an account should be closed, what should you do before reaching out for help?
Probe!
Check if there were any bounced payments that happened at the same time as the payoff payment.
What are at least three examples for using relevant problem solving skills?
Ask probing questions.
Use proper negotiation skills, starting at the base of the payment pyramid.
Find ways to overcome objections.
Ensure the account is setup for success.
Only schedule through VALID payment methods.
What newspaper company does Peter Parker work for?
The Daily Bugle
What Pink Floyd album was the #1 most played album, on the top 100 billboard, between 1973 and 1978?
Dark Side Of The Moon
What is the most commercially successful horror movie of all time?
IT