Preliminary Root Cause
Customer called to request for an overdraft fee to be waived due to merchant refunding purchase back to the account.
Product- No Error
Fees were waived on the account per the request of the customer.
Monetary Relief
Customer called to request for a late fee waiver on an installment loan. The customer advised they had issues in the past with it being waived so you task it and offer follow up. Who do you task to ?
Installment Loan Cashiering
When are you required to add a new intake/source to a CMT?
Anytime you open OR reopen a CMT
Customer called due to the inability to use Zelle. The customer account is ineligible due to the recent overdrafts on the account.
Technology-No Error
Customer called due to the overdrafts accessed on the account. You were able to advise of why the fees were assessed and customer left conversation with a better understanding of what took place
Explanation
Customer with a Flexline called due to a release of lien issue they are experiencing. You decide to task to have this looked into. Who do you task to ?
Mortgage Lien Release
Up to how many months can a CMT be reopened ?
6 Months
Customer called because she was upset that the agent advised that in order to expediate a card she would need to pay $30. She wanted to voice her opinion about the fee.
People –Training/QA No Error
The customer called due to the overdraft fees on the account, you advised the customer why they were assessed and advised that no waivers remain. Customer decided before ending the call that she wanted to quickly update her address. You updated and call ended mutually.
Non-Monetary Relief
Customer received a late fee on their mortgage account, the customer has not paid it and they want it reversed. You decide to task, who do you task to ?
Mortgage Non-Payment Research/Adjustments
Customer used MAV and was charged the fee for the advance. The customer understood why the fee was assessed but was upset that her early pay came the next day and she didnt even use the MAV.
Process-No Error
Customer called to request for statement for the last 24 months to be sent as they were being audited by the IRS. You print the statements and get them mailed to the customer to the address on file.
Explanation
Customer is getting the oops error. You tried all troubleshooting to try and assist the customer to no avail. The customer has one device and cannot try anything else. You decide this needs further research. Who do you task to ?
You dont! You fill out the oops form and reassign to cares research!