For Return payment Hold (86 Status Code)
When the total payments are less than <$10,000 what do you do confirm, CLEARED OR AVILABLE?
Confirm funds available through voice response /3-way bank call/Fax
When the total payments is < $50,000 and >=2 derogatory returns in past 6months, what do you confirm, AVAILABLE OR CLEARED?
Confirm payments are cleared through voice response /3-way bank call/Fax
What do you request for a customer to pay when they call in?
TOTAL DUE
What are the 4 parts of VIBES?
CALL OPENING, MIDDLE, CALL CLOSING AND RESPONDING TO FRUSTRATION
What will we have to offer in the new upcoming year for customers to enroll in?
Voice ID
If the total amount of payment is above $250,000 are you able to remove the hold? And if not, who can remove the hold?
NO, only a Service Delivery Leader or Business Leader can remove the status code.
If your not able to gain a payment on the call, what should you end the call with?
End the call with a PROMISE OR PURPOSE
Can a customer use their reward points to pay a past due bill?
NO, past due has to be paid fully before using points
What do we offer if a customer is unemployed or having financial difficulties making payments?
FRP- FINANCIAL RELIEF PROGRAM
When the call first opens, what should you do on the call with the customer in the first 60 sec?
Open and set the table for collections.
What are RLA decisions based on for consumer accounts?
We review your monthly credits and average daily balance and compare this information to your total debt in American Express.
What is the APR for Long Term Financial Relief plan? How many months or years is offered in this program?
9.99, and 48 months or 4 years
What is one part that has to be added in the bankruptcy procedure notes? There are 9 total.