Complaints T/F
"I am unable to log into my app, Can I make a payment over the phone with you?"
What is True
Spouse authenticates through IVR what do we need to verify to assist them on the account?
What is: Relationship, first and last name of customer, and their first and last name
Borrower has a 0% APR and requested an extension and has a fee of $225.00. What script do you read the customer?
What is 0% APR Script?
What steps do you need to take if you were unable to warm transfer the customer to the SCRA team?
What is: Email the military support team with the customers information and what is needed and change the account status to SCRA Potential if not currently in an SCRA status.
"I am on my app and I do not see where to make a payment, can you help me please?"
What is False
Who is an authorized 3rd party?
What is: A GM dealership, insurance companies, financial institutions.
Customer has a lease account what must we advise the customer prior to processing the due date change?
What is: Notification that the Due Date Change is not reversible; or will be permanent if the Due Date Change will cause the account to reach 30 total calendar days used, and lease maturity date stays the same
Customer is a Veteran from WWII. Should you transfer to SCRA team?
What is No.
"I made a payment online, but my account is showing past due. Where is my payment?"
What is True
True/ False was information shared with an unauthrozied 3rd party.
Borrower called in unaunthenicated and verified last 4 of ssn and states they made a payment on the account. Team member states yes I see that but I need to verify your account first before we can address any concerns.
What is True
What must be documented in DM for retail due dates?
What is: Notification that the Due Date Change is not reversible; or will be permanent if the Due Date Change will cause the account to reach 30 total calendar days used, simple interest, and TL approval if over 20 days being used.
Name 3 buzz words to identify potential SCRA accounts?
What is: Anything miltiary
"I paid my property tax, but it is still showing due on myaccount"
What is True
When making an outbound call to customer to a number not listed on the account what do we need to verify?
What is: First and last name, Either address or account number, and phone number, or email, date of birth, or last of ssn.
What must be documented in DM for a Verbal Retail Payment Extension?
What is: The reason, impact to customer, verbal agreement, months deferred, read deferment script, any exceptions that require TL or above approval
Customer is in an SCRA finalized status and wants to make a payment. SHould you transfer to SCRA or not.
What is Yes.
"The previous agent advised I would get a callback about my refund and I have not heard back so I wanted to follow up on it"
What is True
When another party joins the conversation after verification has been completed. What needs to be verified to proceed once they have joined?
What is: First and last name, relationshipship, address or account number and last 4 of social, date of birth, phone number, email address. If not borrower or co borrower permission must be granted by account holder to speak with that person.
What needs to be advised and documented for Auto debit?
What is: If the signed agreement and voided check or bank letter is not received a minimum of 10 calendar days prior to your current due date you may need to send the current payment through an alternate payment method. You must document the account with the script as well.
What are two things that could tell you someone is in the military without them stating it?
What is: An email address or bank name