Quality Fail Categories
Customer states there was an issue with mistreatment in a previous call and the associate failed to log a complaint
Active listening, Policy and Procedure
If a customer provides an incorrect address or zip code for authentication, what should you do once they are authenticated with other information?
Ask if the customer has moved and update their information
True Or False? When taking a payment in CPS, we should assume the need to generate check numbers and not ask the customer about it?
FALSE!
You soft authenticate and they then disconnect or state they will call back?
NOAR
What phrase should always be included when asking for authenticating information?
For the security of your account...
Probing questions such as: When is the customer going to pay again / can the customer make regular payments
Customer Resolution
What information can we give prior to fully authenticating the customer, after soft authentication?
Last four of the credit card acct
True or False: C&D referral be submitted if it was an authorized user, and not the primary cardholder, who passed away?
FALSE
The customer requests Spanish, but disconnects prior to the transfer
NMSG
Respond to the following: I have been dealing with medical issues and have not been able to pay my bills...
I am so sorry to hear you have been unwell, I hope you are feeling better now?
Customer stated his middle initial should be included on his payment method, and the associate failed to include it in the payment system
Payment Processing, Active Listening
What do you do if the customer provides an authentication token that does not match what we have?
Get another one, do not provide acct information.
True or False - you should always confirm the address for the customer payment source
TRUE!
Give an example of proper use of the MEMO action code
ITTC, No Call
What should you ask the customer when they state they can’t pay the balance in full?
Why can't you pay in full today? (AND THEN CONTINUE TO DEVELOP!)
Confirming that the account is closed and providing loan level prior to authentication is an example of what quality error?
Regulatory / Compliance / Authentication / Disclosures
What information can we give prior to soft authentication?
Our name, boa, vague reason for the call; no acct information
The customer authorizes payment and after the call, you realize there is an error with the payment you entered. True or False: you should immediately cancel the payment.
FALSE! Customers have to authorize all payments and changes to payments!
What should you do if the previous associate failed to NOAR an account and it has been less than 7 days?
Memo and push the date out
Give me an example of assuming the payment: Claire has a $5000 balance on credit account 1234.
Something along the lines of "I see we have credit account 1234 with a balance of $5000, and I am calling to set up payment for that amount with a debit card or checking account.
Associate failed to see the customer had auto payments scheduled in CPS & scheduled additional pmts in PTUI?
Customer Experience/ Customer Resolution
If the caller fails their first verifier but then try to provide it again can we use that as an approved token?
No, we must ask for something else
Which complaint needs to be tracked?
A.) customer states double billing
B.) previous call mistreatment
C.) an associate opened an account against the customer’s wishes
D.) all of the above
D.) all of the above
The spouse is not on the account but authenticates, we have verbal consent documented, and we do not collect a payment?
NOAR
How would you respond to a caller who states they can make a one-time payment today for $50 on their credit card account with a $5000 balance? (Two answers)
Can we increase that amount a bit to get this paid down faster?
Let's set that up as a monthly payment, what date did you want that to occur each month until this is paid off?