Action Codes
What will be the action code when account maintenance is performed with no payment arrangements secured.
NOAR - Account Maintenance may include updating contact information, closing account, completing a payment refunds or transfer, zero balance (for Consumer Card) etcetera.
True or False: Client states they have cancer. Agent should document customer has a long term medical illness
True; Do not document specific medical conditions
What is the golden question to understand the client situation?
What caused the account to be past due?
What action should we take if there is a Mail Hold code on the account?
Ask the client to verify the address is correct and compare it to the address on file
Client request to close account, what disclosure should we send before closing account?
Voluntary Account Closure Rewards Redemption disclosure to the client when they are voluntarily requesting to close their account.
A client states they made a payment. Reviewed the current activity statement and a payment is pending. What will be the appropriate action code?
PTPC - Used when speaking to a right party contact who has a single payment or multiple payments pending or scheduled in house or visible in UCRS/NGW and/or Synergy.
If the client account does not automatically populate on UCRS, and we have to manually look for them. What key information do we need to ask the client?
When an account number does not populate, ask the client for their account number.
If the client is unable to provide the account number utilize other search options. Search options can include, but are not limited to: Social Security Number/Tax ID, Last name, Zip code, and/or phone number.
True or False: If a customer has multiple past due accounts (Consumer and BL) and RPP populates. Could we offer the program to all cards?
False. Do not offer to match a program for a Business Lending account with the same program for a Consumer Card account and vice versa.
What action we should take if we don’t see a phone number on the client’s profile?
Ask for a good phone number to contact the client and added in all accounts.
Client is from Washington DC and request to set up auto pay. What disclosure is required to read prior to setting up auto pay?
Agents read the Washington DC (District of Columbia) Required Income disclosure to the client.
Important: It is required to read the disclosure on a delinquent consumer card account(s) prior to:
What will be the appropriate use of the WTNR action code?
What information can we not document ?
How many days does an account have to be open to offer REAGE?
Confirm the account has been open at least 275 calendar days.
What action we should take when submitting a fee refund?
Send the required actions:
Once the adjustment has been posted and you will see the credit on your next available statement. if not already, please consider using Online Banking or Mobile to securely set up alerts, make payments, and view statements.
We always need to educate the client and offer to set up recurring payments to avoid late fees. Additionally offer to send self-service instructions to set up alerts.
What we question must we ask before scheduling a payment?
Are you authorized to use the checking/savings account for your payment/transfer?
What action code supersedes PAY/MPAY?
PTPP Overrides all action codes except for STTL, DCSD and BKO
When a complaint is auto captured should we add the complaint ID on our notes?
Yes, we need to document all complaint ID's
True or False: Client indicates they are on forbearance and are not paying their housing payment. Agent should enter zero on financial assessment
False; Enter the amount the client is contractually obligated to pay when client is on a forbearance.
a client states that they want to pay their account balance. What action should the agent take?
Provide payoff amount and include estimated payoff disclosure
disclosure: "This payoff is only an estimate, the actual payoff may vary depending on your APR, transactions and when the payment is received.”
True or False: Is there a disclosure that should be read to an authorized user ?
True: Non-spousal authorized user disclosure
“As an Authorized User, you are not responsible for repayment of this debt; however, you are reported as an Authorized User on this debt to the credit reporting agencies.”
True or False: DCSD overrides all accounts codes
True: DCSD- Overrides all action codes
What should we document on account ?
True or False: Business accounts are eligible for settlements
Settlements are not available for Business Lending accounts.
On a Business lending account that is corporate billed/individual account client asks that we no longer call their number. What would we do?
Submit a C&D for corporate account and individual account
True or False: Is there a disclosure for collateral seizure?
TRUE