PTP Guidelines Y/N
I will make a payment between $100-$400 on Friday.
Can you WAM account?
No, the EXACT payment amount and method is not confirmed Per PTP Guidelines Chase Answers 28008
OB Call
CM Name on account: James Smith III
Agent: I am looking for James Smith III
Caller: Yes
Can you proceed and release account information?
No, do not proceed with call. The agent did not confirm that they are speaking with James Smith III. The agent stated that they are looking for James Smith III. That is NOT authenticating the CM
Best response: I'm sorry just to confirm, Am I speaking with James Smith III?
Inbound call from CM daughter(No auth on file and not the auth user)
I would like to make a payment for my father account.
Is the non-liability disclosure required?
No, Non-Liability disclosure is not required when speaking with unauthorized third when taking a payment. Per CCB Ops update 03.08.23.
OB Call
Person on the other line states. STOP CALLING ME! and disconnects.
What is the correct ARC?
Per Chase answers 28038, you would only ARC Verbal C&D Mail Only: VM
CM wants to pay only the past due amount now 04/02/2023 and take care of the remainder TAD on the due date 04/18/2023?
You probe and found out that the CM does have the ability to pay but not willing to paying full TAD in PTP window. Can you offer Effort?
Yes, per Chase Answers 27972
Since the CM does have the ability to pay but not the willingness you can offer Effort
My Wife usually takes care of that. I will let her know about this, so she can get it taken care of.
Can you WAM account?
No, WAM was not confirmed. When, Amount, and Method Per PTP guidelines Chase answers 28008
OB call, in New Hampshire
Agent: Hi, Am I speaking with Mary Joe?
Response: No this is her Husband, Larry Joe.
Agent: Do you handle Ms. Mary Joe affairs with Chase?
Response: Yes, what can I help you with?
What are the next steps in the call-flow?
Read the Non-Liability disclosure then confirm if spouse resides with CM, Per Chase answers 28337.
If the address is the same as the primary CM listed in FS continue Collection efforts. If not, verify if verbal or written authorization is on file.
Spouse calls in from the state of California, they would like to make a payment on the account.
Is the Non-Liability required?
Yes, Per Chase answers 28338. Spouse is considered an authorized Party per chase answers 28337
IB Call from CM
They are experiencing a extraordinary life event. CM is unable to maintain their account as they have no income, and they do predict it will last longer then a year.
What is the correct ARC?
No PTP+Destitute, per Chase Answers 28038
CM will pay the past due now 04/05/2023 and pay the remainder on their next due date 04/20/2023. You offer to schedule the reminder TAD in your 10 day window via Epay, the CM declines.
You offer EFFORT, the CM states "oh yes I will be able to take care of that on the mobile app."
Is Effort still valid?
Yes, as long as the payment is posted to acct by the Effort Due date, Effort is still valid and the CM will get the credit.
Customer may make payment at the branch, bank bill pay, IVR, online, or the mobile app.
Today: 03/21/2023
I will callback on 03/24/2023 to pay $150, I do not want to schedule it at this time.
Can you WAM account?
Yes, CM stated that they will call back within 7 days per Promise Window. Chase Answers 28008
OB call to CM
You are speaking with CM, third party gets on the line.
What are the next steps in the call flow?
You must re-introduce yourself, authenticate the Third party, and verify State restrictions Per Chase Answers 28337
You are speaking with the primary CM, once you have assisted them they hand the phone to their spouse to make a payment.
After authenticating spouse, is the Non- Liability disclosure required?
Yes, Per Chase Answers 28338 Spouse is considered an authorized party. Also the CM handed the phone to their spouse which implies they are aware of the debt.
Today: Tuesday 03/21/2023
CM stated, "I mailed a check Friday 03/17/2023 for $600 of last week". You schedule a payment for the upcoming Friday 03/24/2023 for $600.
What is the correct ARC?
PTP Epay $1,200
Effort is used to get the TAD in your 10 day window. You schedule the payment on the 10th day. The payment post 2 days later, 12 calendar days from the contact date.
Will the CM still get the Effort credit?
Yes, Per Chase answers 27972, Since the payment was scheduled on the 10th calendar day from contact date, effort is valid.
CM sent $400 Wednesday 03/22/2023 via bank bill pay(we do not see payment posted to the account yet), you scheduled a payment of $400 for today 03/28/2023.
How would you Promise the account?
PTP Epay $800, you want to combine the total amount of payments because they will post in your PTP window per Chase answers 28008
Authorized USER(not the CM spouse) calls to verify if there is a payment due?
Are you able to assist?
No, per Chase answers 28337 Authorized users are considered third party and there must be authorization on file to discuss account information.
Authorized USER(Not Spouse or authorized Party) calls to make a payment on account,
Is the the Non-Liability required?
No, Per Chase Answers 28337 Authorized user is considered third Party
Current account
BLP/settlement is the best solution for Customer.
What is the correct ARC?
Per Chase Answers 28038
No PTP+W4
CM stated that they will take care of the past due amount today 03/23/2023 and the rest next Friday 03/31/2023.
Are you able to offer EFFORT?
No, per Chase Answers 27972 Customer is willing to pay within 10 calendar days
CM calls to schedule 2 payments in your PTP window.
Payment 1: $100
Payment 2: $200
What is the total promise amount?
Per PTP Chase Answers 28008, Combine the total amount of payments collected within PTP window. PTP Epay $300.
Inbound call from Spouse in Illinois
Account is 20 Days Past Due. Caller would like to find out why account shows past due.(no authorization on file)
Are you able to provide account details?
No, you CANNOT provide any account details per chase answers 28337, due to state restrictions and account not being 30 days past due the spose is considered third party.
You receive a call from CM sister stating that she has POA for Card Member. You verify, there is a Level 14 POA on file.
Is the Non-Liability required?
Yes, Per Chase answers 28338 and 24471. POA is an authorized party. Level 14 (same authority as liable party with exceptions)
IB call from CM
Current account
The customer has questions regarding payment programs.
What is the correct ARC?
Per Chase Answers 28038
Basic Inquiry-BI
CM will pay the past due amount today and the remainder TAD by the due date. The CM ask if the late fee can be waived. You waived the late fee for the CM.
Are you able to offer Effort to get the full TAD within 10 calendar days?
No, Per Chase Answers 27972. The customer is not eligible for effort due to Receiving late fee adjustment BEFORE effort is offered.
IF the CM request the late fee adjustment AFTER you have already offered Effort you can still Submit late fee waiver if account is eligible