COMPLIANCE
All Party Consent / Call Monitoring Disclosure
THIS CALL WILL BE MONITORED OR RECORDED
Fee Adjustment not processed as promised or processed incorrectly
Account Fee Adjustment / Monetary Adjustment
I see you have a perfect payment history, did something happen that prevented you from making last month's payment?
REASON FOR DELINQUENCY
Statement Credit used only when customer has the ability, but not the willingness to bring account current before next due date
EFFORT
Stop Calling and hangs up
CEASE AND DESIST AND REVOKE CONSENT (if mobile number)
Customer not properly authenticated and account information was disclosed
REGULATORY COMPLAIANCE FAIL / PRIVACY ADHERENCE NOT MET
Complete and Correct Information (Telling)
- Account Due Date
- Monthly payment amounts, AD, PD and/or balance
- Charge Off date, amount to prevent Charge Off
- Account closure date
- I imagine how difficult must be for you to bring your account current....
- I am glad you are working again....
- I hope you health continues to improve....
Acknowledgement statements
- Account is brought up-to-date without paying full amount due
- Additional late fees are prevented, if account remains up-to-date
REAGE
- You shouldn't be calling me
- That's not my account
Wrong Number - Revoke Consent (if mobile phone)
Proper Identification and Verification / Privacy Adherence
VERIFIED CUSTOMER'S NAME AND LAST FOUR NUMBERS OF THEIR SOCIAL SECURITY NUMBER AT BEGINNING OF THE CALL
Are you the authorized signer on checking account ending in XXXX?
NACHA Disclosure
I am calling to pay $$$ (AD) and bring my account current (only one month behind)
Agreeable Customer
- Restructures a customer's balance
BLP - Balance Liquidation Program
Talk to my attorney and hangs up
ESCALATE ACCOUNT AND REFER ACCT TO FRD THROUGH THE REFERRAL TOOL
Massachusetts Law - Restricted State
DON'T PROACTIVELY REQUEST FUTURE DATED PAYMENTS
A SIX digit code used to transfer from one department to other within Chase
CONNECT US CODE
I don't know when I will be able to make a payment on my account, I am unemployed....
RELUCTANT CUSTOMER
Customers with multiple credit cards and debts may benefit from this...
CCA - Credit Counseling Agency
- Hospital
- Emergency Services
- Police Department / Fire / Emergency Room
- Resident at a hospital, healthcare or elder care facility
TCPA Regulation
TCPA regulation stipulates that without express consent, autodialed calls can't be made to any emergency line;
Chase Answers #27961
Mini-Miranda
THIS IS AN ATTEMPT TO COLLECT A DEBT, ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE
After Specialist ID itself, Chase and stated All Party Consent, the Third Party states is working on bankruptcy and hung up
LEFT MESSAGE WITH A PERSON
- Effort
- Reage
- BLP
- CCA
PROGRAM ALTERNATIVES
- Many customers may decide this as a last resource for their financial hardship...
- Talking Points must be read to primary (in some instances a secondary when account has a secondary customer)
SETTLEMENT
- Promise on account exists, receive E-pay checking account information
- Set up E pay within another Specialist's exception window
- Set up E pay outside of promise window
E-Pay