Authentication/ Transfers
Do we have to warm transfer to CBSU? (include article number)
Yes, article number 28564
Do we have to verify name of the bank customer want to use to make a direct check payment? If yes what step is it in? (Include job aid #)?
We do have to verify customers bank name being used step #8 in the procedure and article number 28747
what workcard to open for courtesy fee refund? (include job aid #)
Late Fee Waive Courtesy (#28905)
What must you first do before releasing a title that was titled in error in DealerTrack?(include Job aid#)
Reclaim Unidentified (Job aid #88697)
If a call pops up and it says Subaru do we brand call starting with Chase Auto Finance or Subaru Auto finance? (include article #)
We need to always brand the call with what it shows on the praesto screen when a call comes in so Subaru motors finance would be the correct answer. Article# 34397
When processing a direct check payment we do not need to verify if caller is an authorized signer on the account. True or False? (include article #)
False. We must verify. Article # 28747
what workcard to open if VIN number need to be corrected on the account?(include job aid #)
Titles Correction - (Log) Job aid #28551
A name can be changed on the title before the name change occurs on the account. True or False? (include job aid#)
False. Job aid #28464
What job aid is for third party authentication?
JA#28746
If customer is making the payment on weekend what would be the effective date?
On the first business day after payment made. (example Saturday 06/08/24 will be effective Monday June 10th 2024)
what are the only two states that customer service can process a transport letter for? And what can we do for all other requests?(include job aid#)
Hawaii and Alaska and for all other requests customers will need to send written request to DMSS along with required documentation for approval Job aid#28783
If a customer is requesting a state and name change at the same time, what option do you select for the request type?(include two job aid #'s)
For name change if it’s legal send out the letter (CSR253 Name Change - Additional info ) for additional documents that has to be sent by customer. Name change on account must be completed before referring customer to Department of Motor Vehicles (DMV) to update name on title. (Article no. 28464) and for name change its (Article no. 28471)
Can we proactively connect with escalations? If yes provide one of the scenarios.
No, and we always have to try to de-escalate. The only time we would proactively connect is if customer stated going to sue chase or involve a lawyer.
What information should we provide customer when providing a payoff quote what step is it found in? ( include article#)
Step 2 indicates that we should provide the customer with Payoff amount, Daily interest rate (Dollar Day Rate), and Good thru date. Article #28566
if customer is asking for a transportation letter to Hawaii do we put Hawaii in the from field or to field? (include job aid #)
Put Hawaii in the to field and U.S. Mainland in the from field article #28783
If a customer has already visited the DMV we should process the state change in DealerTrack. True or False?(include Job aid#)
False. If Customer visited DMV and DMV sent the LOR automatically DealerTrack will complete the request unless Customer states DMV requested Chase to initiate state change requests. Article no. 28464
what should you do before accessing quest and providing any specific account information?(Include job aid#)
Before disclosing specific account information, we must authenticate person we're talking to is one of our auto account holders or authorized party. Job aid #28746
Does Chase waive the balance for short payoff? If yes, how much will chase waive?(Include Job aid#)
Chase waives amount equal or less than 25$ job aid #28566
Can we fax a transportation letter to customer? If yes under what condition and can it be done for an international number? (include job aid#)
If customer requests faxed copy of notarized transport letter and states they've checked with border officials in advance that fax is acceptable, send fax at customer's request Documents can't be faxed to international numbers Job aid 28783
What two states won’t change the name on a title for marriage, divorce, or any other legal name change reasons?(include job aid #)
OH and CT won't change name on title for legal name change purposes (Article no. 28464)