CSF
What does Active Listening allow us to do?
Allows us to understand their situation and find a solution.
What disclosure must be provided prior to verification.
Can we change any verbiage on disclosures?
No.
All scripts must be provided verbatim.
Is verification required on both inbound and outbound calls?
Yes! Verification must be completed on every call.
Does every call need to be notated?
Yes.
All calls must be notated regardless on the length or subject of the call.
What are the two main focuses of our calls?
1) Building a positive experience for our customers
2) Getting the customer set up on an arrangement.
What disclosure must be provided after verification.
Mini-miranda.
If you forget to provide the California disclosure, can you provide it later in the call?
No.
The CA script must be provided immediately after the Privacy script. If provided later in the call, it will still result in a ding on QC for not providing in the correct point of the call.
Who can we discuss accounts with?
Debtor(s) as well as authorized third parties.
What is the main focus of our notations?
To understand what occurred on the call.
We want to make sure that if someone else were to read our notes, they can fully understand what was transpired.
What 3 skills should be used to build rapport with customers on every call?
Etiquette, pacing, and tone.
If a customer/A3P interrupts you while you are giving a disclosure, should you continue providing the disclosure?
No.
If a customer interrupts at any point, stop speaking and when able, restart the disclosure.
Can we pick or choose which disclosures we want to give?
No.
Not providing a required disclosure can result in an automatic QC fail.
What tokens can be used for verification?
Customers full name, full date of birth, and/or last 4 of SSN.
What disclosures must be provided in our notations?
Any disclosure that is provided to the customer MUST be documented in our notes.
Why is it so important to ask relevant probing questions? How many probing questions should we ask on each call?
Asking relevant probing questions allows us to understand the customers hardship to create an arrangement tailored to them.
We need to ask a minimum of 3 probing questions per call.
When confirming demographics, can we provide the customer the information to confirm if what is on file is correct?
No.
Customer must be the one to provide their mailing address and best number to contact.
When confirming a phone number is a good number to contact, do we have to update the phone tabs?
Yes.
We should be confirming on every call if the number(s) on file are good numbers, marking if good, and removing any bad numbers off the account.
If a call is transferred to you, do you have to reverify the customer?
Yes!
Transferred calls are still considered a new call. Even if they were already verified with prior rep, we must reverify the customer again.
Can we skip to any step of the payment hierarchy?
No.
We must follow the payment hierarchy. Customer must clearly decline a step before we move to the next step of the hierarchy.
What are the 4 people skills needed for successful negotiations?
Purpose, Rapport, Empathy, and Reframe.
If the customer begins asking questions or getting angry prior to MM, is it okay to provide any account information?
Absolutely not!
Nothing should ever be discussed or any information provided prior to the MM. If MM is not given, no call should ever continue.
What account information can we provide unauthorized third parties when they call in to discuss an account?
None.
We cannot provide any account information to anyone that is not authorized on the account regardless of the situation.
How long is verbal authorization good for and how long is written authorization good for?
Verbal Authorization is good for that call. (USB only)
Written authorization is good for life of account.
What is the payment hierarchy?
BIF, BIF in payments, RLO Lump Sum, RLO in payments, hardship, GFP.