Return Codes
Insufficient Funds
R01
Verified first & last name of customer that hangs up before, during, or directly after Mini Miranda and Call Recording Disclosure. Stops calls for the rest of the day
Live Answer
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
What two pieces of information do we need for enhanced verification?
DOB & last 4 SSN
No Account/Unable to Locate Account
R03
Unverified call where first and last name has not been verified or Agent couldn’t ask for verification. Does not stop calls
QHUP: Quick Hang Up
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
At what point does a cardholder's account charge off?
- After 7 consecutive missed payments (7 statement cycle minimums total)
- In bucket 6, if no minimum payment is made by 5pm EST on the statement cycle date
Invalid Account Number
R04
Verified customer that makes a same day payment over the phone for any amount. Stops calls for 14 days
RPC: Same Day Payment
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)
Can we accept a payment with a debit card?
No, only through a traditional checking account
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 customer that doesn’t set up a payment or make a payment over the phone. Customer either wishes to self-serve, cannot make a payment, or hangs up after mini miranda and call recording disclosure have been read. Stops calls for 14 days
RPC: No Conversion
If a DC company is sending in payments, what payment method do they use?
Paper check
After how many business days are we notified of a returned payment?
5 business days
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
(Does not need to verify) Cardholder called and spoke to an inbound representative recently and no longer needs to speak to us at this time. Customer already made a payment to bring the account current within the last business day. Stops calls for 4 days
On Dialer in Error
How long do we need to push out contact for a BK account?
We dont, disposition pushes contact for 60 days
How do we want to approach a customer that is upset about a returned payment?
- Explain the reason for the returned payment based on the return code (the "why")
- Explain the process of the returned payment (we send instructions to their bank and it's up to their bank to accept or reject the payment)
- Provide a solution based on the return (ex. add a new pump, re-submit payment, have them contact their bank)
A verified cardholder tells you they no longer want to receive calls from us. How do you handle this account? (notes & CI tool updates)
Conduct enhanced verification, notate that they dont want to receive calls anymore, and disable contact (top 3 boxes in preferences tab)