CREDIT BASICS
This is the U.S. credit score range.
What is 300-850?
Late payments and collections usually remain on a credit report for this many years.
What is 7 years?
Direct card issues this type of card. (What is the name of the credit card?)
What is a Reserve Credit Card?
Agents should use this tone of voice when handling objections.
What is warm, confident, and empathetic?
This ticket status is used when the call is fully resolved.
What is Solved?
What is payment history?
When a lender writes off a debt as unlikely to be collected, it is called this.
What is a charge-off?
The Direct card approves this amount as a credit limit for most of our customers.
What is $300?
These are the last 2 steps of the call script when we are activating the card
What is step 6 and 7?
Internal customer documentation/notes should go in this section of Zendesk.
What is Internal Notes?
To maintain healthy credit utilization, your balances should stay below THIS percentage.
What is 30%?
Applying for multiple credit cards creates these types of inquiries on a credit report.
What are hard inquiries?
This is the minimum FICO score to apply for a Direct Card.
What is 450?
When a customer says “I need to think about it,” agents should do this.
What is ask what specifically concerns them?
Agents click this button to begin receiving inbound calls.
What is “Available to take new calls”?
A Chapter 7 bankruptcy stays on a report for this long.
What is 10 years?
Illegally changing the date of an old debt to make it appear newer is called this.
What is re-aging/zombie debt?
The 1st step of the transition to the Credit CPR sales sequence/ pitch begins with this step.
What is warm transfer greeting?
Credit CPR’s main guarantee is this.
What is the 90-day / 25-point improvement guarantee?
There are 3 AUX states in Zendesk that an agent should use.
What is Online, Away, Offline?
This law gives consumers the right to dispute inaccurate information.
What is the Fair Credit Reporting Act (FCRA)?
This federal law protects consumers from abusive debt collection practices.
What is the Fair Debt Collection Practices Act (FDCPA)?
Before activation, the agent should begin with this first.
What is verifying the customer? Opening script?
Agents should NEVER tell customers to do this with their accounts.
What is to stop paying?
A bureau has this amount of time to investigate a dispute.
What is 30-45 days?