Return Codes
Insufficient Funds
R01
Unverified customer that identifies as the account holder, but refused to verify or hangs up after asking for verification. Stops calls for rest of the day
Live Answer - Did not Verify
What state do we need to be careful with when handling debt consolidation and bankruptcy accounts?
Florida
What two pieces of information do we need when adding a bank account on file?
Routing number & account number
List all 4 versions of alternative verification that must be notated more specifically than just "verified."
DOB/mailing address, DOB/email address, last 4 SSN/mailing address, last 4 SSN/email address
No Account/Unable to Locate Account
R03
Verified customer that doesn't set up a payment or make a payment over the phone. Customer wishes to self serve or can’t make a payment. Stops calls for 4 days
RPC No Conversion
What is the most important piece of information we need when dealing with a bankruptcy account?
Court case number
How many digits is a routing number?
9
If you take an immediate payment or schedule a payment, what information should be in your note?
Date, amount, & pump id
Invalid Account Number
R04
Verified Customer makes any payment to cover at least the past due amount that is not the full balance. Stops calls for 4 days
RPC Pay to get Current
What is the name of the legal document we need to be able to communicate with a 3rd party DC company?
Power of Attorney (POA)
How many payments can we schedule in a payment plan?
24
If you schedule a payment two weeks into the future, how long should you push out contact in the CI tool?
3 weeks
Account Frozen
R16
Verified charged-off customer that doesn't schedule a payment, plan or make a payment over the phone. Customer wishes to self serve or can’t make a payment. Stops calls for 4 days
RPC No Conversion Charged-Off
If a DC company is sending in payments, what payment method do they use?
Paper check
If a cardholder is set up on a "Fixed Amount" auto pay for $50, but their next minimum payment due is $77. How much will their next auto pay payment be?
$77
You get into "Ready" on Five9 and the dialer initiates an outbound call. Somebody answers and yells "wrong number!" and hangs up. You notice in the notes that there are already two notations of "five9. 3rd party." How do you handle this account?
Notate "Five9. wrong number" and disable contact
Customer Advises Not Authorized
R10
Verified customer already has a scheduled payment. Ci tool issues is prohibiting us from taking a payment. Customer accepts settlement but doesn’t make/schedule payment. Stops calls for 4 days
RPC Other
How long do we need to push out contact for a BK account?
Name all 8 of the ways a cardholder can make a payment.
IVR system, website dashboard, mobile app, bill pay, money order, auto pay, physical check, over the phone with an agent
A verified cardholder tells you they no longer want to receive calls from us. How do you handle this account? (notes & CI tool updates)
Notate that they dont want to receive calls anymore and disable contact (top 3 boxes in preferences tab).