Authentication
How should an account be authenticated on an Inbound call with the primary card member?
ACCEPTABLE ANSWER COMBINATIONS:
• First & Last Name (including any hyphenation and / or suffix) + Last four-digits of Social Security number (SSN)
OR
• First & Last Name (including any hyphenation and / or suffix) + Mother's maiden name (MMN) / password
OR
• First & Last Name (including any hyphenation and / or suffix) + Date of birth (DOB)
(Authentication, identification, and discussion | Article no. 28337)
True or False: When an unauthorized Third Party calls in to make a payment, it is required to read the non-liability disclaimer.
FALSE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
What are some benefits of paying the amount due by due date that can be shared with the customer?
• Avoid additional Late Fees
• Prevent Account Closure (If applicable)
• Account charge off (if applicable)
(Negotiate payment during call flow | Article no. 103387)
True or False: Only the primary account holder can verbally request a cease and desist.
FALSE
(Cease and desist handling | Article no. 28044)
True or False: A card member can make as many attempts to authenticate as they feel necessary.
FALSE
(Authentication, identification, and discussion | Article no. 28337)
True or False: The call monitoring disclosure must be read every time a new person takes over or joins the call.
TRUE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
True or False: When customer can't pay TAD in one payment, specialists should suggest split payments that equal the total amount due before the upcoming due date.
TRUE
(Negotiate payment during call flow | Article no. 103387)
What should a specialist do first when handling an inconvenient day or time request?
Ask probing questions to identify if request is one of the following:
• One-time / Temporary
• Permanent
(Inconvenient day, time or place requests – Phones | Article no. 28134)
How should an account be authenticated on an Outbound call with primary card member ?
Ask for customer by first and last name including any hyphenation and / or suffix
(Example: Jones-Smith, Jr, Sr, II), and customer affirming yes
True or False: It is acceptable to provide a small hint to assist card member with passing authentication as long as they are very close to being accurate.
(i.e., forgot the hyphenation / suffix, (DOB )or (SSN) is off by a single number).
FALSE
(Authentication, identification, and discussion | Article no. 28337)
True or False: If a customer requests a call to not be "recorded" or "monitored", and FRD or escalations isn’t available specialist should tell the customer to call back at a later time and provide FRD's business hours.
FALSE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
True or False: Advising customers that paying the amount due before the account reached 30 days past due will prevent negative reporting on their credit, is a great negotiation tactic to secure a payment.
FALSE
(Credit report information | Article no. 27926)
True or False: When a customer or third party makes a request to not be called at particular number it's classified as inconvenient place request.
TRUE
(Inconvenient day, time or place requests – Phones | Article no. 28134)
What are the next steps when a caller is unable to authenticate?
ALL ANSWERS ARE ACCEPTABLE:
• Transfer to fraud
• Advise to Stop at branch and provide identification to complete request
• Advise to Call back when information available
(Authentication, identification, and discussion | Article no. 28337)
In what states are we required to read the Mini-Miranda disclosure before beginning conversation with an authorized party?
• Connecticut
• Maryland
• New York City
• North Carolina
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
When enrolling a customer in Effort what are the 3 key components to remember when considering payment timing?
• Must post within 10 calendar days
• If 10th calendar day falls on Saturday, make sure customer is informed payment must post by previous day (Friday)
• Payment shouldn't be scheduled to post beyond current due date
(Effort | Article no. 27972)
True or False: Changes made in Collections Communication Preferences Tool applies to all communications from the bank.
FALSE
(Collections Communication Preferences Tool | Article no. 92917)