Pre-Review
Active
CAGN
Scorecard
Leadership
100
You have contacted a cardmember and begin to discuss the Amount Due, at which point they hang up. You should…
A. Document the account with an HC (Hangup by Cardmember) result code

B. Document the account with an HU (Hangup Unknown) result code

C. Document the account with an NP (No Promise) result code

D. Set a same-day callback
100
When working preview, I find a phone number for the CM in Lexis Nexis. My skip trace code is going to be a 716!
A. True

B. False
100
“Strategic Tension” falls under which component of CAGN (Customer Advocacy/Great Negotiation)?
A. Engagement

B. Great Negotiation

C. Customer Advocacy

D. Collaborate
100
Account balance times the number of buckets cured divided by production hours equals …
A. Kept/Balance

B. DMM Cures/Hour

C. EPIC

D. PTP Rate
100
How many current teams do we have in CLS Elgin?
A. 10

B. 8

C. 7

D. 9
200
What is the required statement once you verify the phone numbers and update the account?
A. "Thank you for providing this information. We will use these numbers to contact you in the future."

B. "Thank you for providing these phone numbers. We will update your account."

C. "We will use these numbers to contact you in the future. Thank you for providing this information. "

D. "Thank you for updating your contact information. We will use these numbers to contact you in the future."
200
CM calls in and said they lost their settlement letter and they want another one sent to them, what action code will you use to request another one from the attorneys?
A. 810

B. 816

C. 817

D. 812
200
A Power Open should include …
A. Questions with purpose

B. Levering information

C. Call Continuity

D. Confirmation
200
A new metric that appears on scorecards is …
A. RAL/Per Contact

B. Absence Hours Rate

C. Long-Term Risk Score

D. Contact Rate
200
How many Team Leader's do we have in CLS between San Antonio and Elgin?
A. 2

B. 1

C. 3

D. 4
300
When shouldn’t you use the C8 (Verbal Cease and Desist) arc?
A. Cardmember states he or she is represented by an attorney for reason other than bankruptcy

B. Cardmember (or spouse in a non-restricted state) requests Cease and Desist/no phone calls regarding the account

C. When a Third Party requests no phone calls

D. Cardmember (or spouse in a non-restricted state) requests Cease and Desist/no phone calls regarding the account
300
A CM’s SPOUSE called in, who you notice is the SECONDARY USER on the account, and they want to verify an E-Pay that is scheduled for next Friday. How do you ARC CU?
A. 320

B. 120

C. 123

D. 133
300
What is the primary objective when evaluating the Cardmember’s situation?
A. Meet quality/call monitoring expectations

B. Document the W&A

C. Obtain a thorough understanding of the situation to identify the best solution

D. Increase chances of getting a payment
300
Which of the following metrics affect Customer Centricity Points?
A. TL TAPHU

B. Adjusted TAPHU

C. Team TAPHU

D. All of the above
300
What is Babette Hansen's offical job title?
A. Vicki's Boss

B. Operations Director

C. Operations Manager

D. Operations Executive
400
No prior verbal or written authorization is required to negotiate a settlement with …
A. The spouse

B. An attorney who is representing a Cardmember

C. A business or firm representing the Cardmember (i.g., accountant or tax advisor)

D. A family member
400
After verifying the phone numbers and address on an account, what MUST you read to the CM verbatim?
A. "Thank you so much for providing your home and work phone number, I can contact you on theses numbers?"

B. "I appreciate you providing this information. We will use these numbers to contact you in the future."

C. "Thank you for providing this information; we will use these numbers to contact you."

D. "Thanks providing me with your digits. It’s cool that we call you on these numbers right?"
400
“If you want to lift yourself up, lift up someone else” is a good way to approach which CAGN component?
A. Power Open

B. Power Close

C. Evaluation

D. Engagement
400
To qualify for monthly incentive, an advisor must be ranked in the top 40% and have an impact score of at least …
A. 1.80

B. 2.05

C. 2.25

D. 2.30
400
Name all the Elgin CLS Team Managers/Acting Team Managers by first and last name...
Amy Christopher

Connie Tobin

Wilson Rodriguez

Celia Vasquez

Corey Jones

Dee McCullough

Craig Johnson

Wendy Freeman

Pawel Budz

Tony Ranvestel
500
Follow this procedure when working with Cardmembers who are enrolled in a settlement and express an inability to pay it off within 93 days.
A. Explain to the Cardmember that no exceptions will be made beyond the 93rd day

B. Update Cardmember’s epay(s) per their request

C. Confirm the Cardmember will be able to pay off Settlement in the next 60 days and refer, via warm transfer, to the Specialty Solutions Group

D. Follow the steps in the settlement exception form for further approval
500
Which group of the 3 packet statuses are we able to work?
A. SCP - SEM - SPR

B. BLC - BIP - JPR

C. PYV - BNK - SEM

D. JPR - DED - PAY
500
Motivation + Resources =
A. Effective listening

B. Negotiation

C. A WIN/win

D. Engagement
500
What does TAPHU stand for?
A. Total Allocated Production Hours Utilized

B. Time/Attendance Production Hours Utilized

C. Total Actual Production Hours Utilized

D. Total All Production Hours Utilized
500
Name all the leadership members, in hiearchy, starting from you up to Jamie Dimon?
1. You

2. Your Team Manager

3. Vicki Kelley

4. Babette Hansen

5. Edmond Helaire

6. Jeff Courtney

7. Michael Looney

8. Gordon Smith

9. Jamie Dimon
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