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Give 5 Additional Support Vulnerability
ADDICTION
ARMED FORCES DEPLOYMENT
BEREAVEMENT
CARING RESPONSIBILITIES
FAMILY ILLNESS
HEARING IMPAIRMENT
HOMELESSNESS
HOSPITALIZATION
MINOR UNDER 18
PHYSICAL DISABILITY
POOR LTERACY / NUMERACY SKILLS
IMPRISONMENT
RELATIONSHIP BREAKDOWN/ MARITAL DISPUTE/SEPARATION/ DIVORCE
VISUAL IMPAIRMENT
Give 5 Specialist Assistance Vulnerability
TERMINAL ILLNESS
SCHIZOPRENIA
SUICIDAL/SELF HARM
CRITICAL ILLNESS
BIPOLAR DISORDER
PSYCHOSIS
PERSONALITY DISORDER
VICTIM OF VIOLENT CRIME
LOW MENTAL CAPACITY
DOMESTIC /FINANCIAL ABUSE
PHYSICAL DISABILITY - more than 12 months
HOUSEHOULD VULNERABILITY - for customers with secured mortgage.
Give the 4 Types of Consent to Note
GAINED
DECLINED
NOTIFIED BY UNAUTHORIZED THIRD PARTY
UNABLE TO BE GIVEN
Give 5 LLOYDS Package Bank Account
CLUB LLOYDS
CLUB LLOYDS GOLD
CLUB LLOYDS PLATINUM
CLUB LLOYDS PREMIER
CLUB LLOYDS SILVER
GOLD CURRENT
PLATINUM
PREMIER CURRENT
PREMIER PLUS CURRENT
SELECT CURRENT
SELECT PLUS CURRENT
SILVER CURRENT
PLATINUM
ULTIMATE REWARD
REWARD CURRENT
Give 5 Support Needs
ADAPT
CAPABILITY
CONTROLS
CORRESPONDENCE
FRAUD
ID & V
LIFE EVENT
METHOD
SIGNPOSTING
Give 5 Unsecured Treatments
1 MONTH PLAN
2-12 MONTHS
TEMPORARY ( NIL / WITH OFFER)
CONSOLIDATION
ACCOUNT CLOSURE
Give atleast 5 Benefits in t he UK
EMPLOYMENT SUPPORT ALLOWANCE (ESA)
CARERS ALLOWANCE
CHILD BENEFIT
PENSION CREDIT
WORKING TAX CREDIT
CHILD TAX CREDIT
CONSTANT ATTENDANCE ALLOWANCE
DISABILITY LIVING ALLOWANCE
INDUSTRIAL INJURIES DISABLEMENT BENEFIT
PERSONAL INDEPENDENCE PAYMENT
UNIVERSAL CREDIT
BEREAVEMENT SUPPORT PAYMENT
Give 5 signposting if customer has mental health issue
RETHINK
MIND
CALM (Campaign Against Living Miserably)
PAPYRUS
NHS DIRECT
SHOUT
MENTAL HEALTH AND MONEY ADVICE
MENTAL HEALTH UK
Give 5 call models we use to establish customers situation.
CARERS
TEXAS
SHUSH
BRUCE
IDEA
Give 5 Block Codes that may reject payment over the phone
BLOCK CODE A - Authorization Decline
BLOCK CODE B - Bankruptcy
BLOCK CODE H, J ,M , T , Y - Fraud Block
BLOCK CODE G - Gone away
Give 5 Debt Management Companies
PAYPLAN
STEPCHANGE DEBT CHARITY
CITIZENS ADVICE
NATIONAL DEBTLINE
BUSINESS DEBTLINE
SHELTER
GW FINANCIAL SOLUTIONS
Give 3 main UK Credit File Agencies
EQUIFAX
TRANSUNION
EXPERIAN
DIRECT DEBIT
STANDING ORDER
INTERNET/ONLINE/MOBILE BANKING
DEBIT CARD PAYMENT
CASH
CHEQUE
PAYING IN BOOKS
SWITCHED-OUT ACCOUNTS
Give 3 ways of authorizing third party
VERBAL AUTH
LETTER OF AUTHOITY
POWER OF ATTORNEY
Give 4 methods of paying redress/refund
ELECTRONIC PAYMENT
SYSTEM ADJUSTMENTS
CHEQUE
CREDIT CARD PAYMENT
Give 5 NUCLEUS Pathway
SELECT PRODUCT
PRODUCT DETAILS
CUSTOMER DETAILS
LISTEN
UNDERSTAND
FIX
Give 5 systems/tools we use in UFA to assist customers
CAT
DM9
AIS
CINS
VISION PLUS
DATAFLOW / STAFF MANAGER
NUCLEUS
Give the 5 parts of Call Flow
KNOW YOUR CUSTOMER
SITUATION
BUDGET
OPTION
CLOSING
Give 5 Core Skills
ACTIVE LISTENING
PRODUCT KNOWLEDGE
RAPPORT BUILDING
CONNECTING INFORMATION
EFFECTIVE QUESTIONING
PROFESSIONAL APPROACH
RIGHT FIRST TIME
CUSTOMER UNDERSTANDING
Give 5 Priority Payments
MORTGAGE'
RENT
SECURED LOAN
COUNCIL TAX
CHILD MAINTENANCE
TV LICENCE
COURT FINES
NATIONAL INSURANCE
GAS / ELECTRICITY
WATER/SEWAGE
HIRE PURCHASE
TELEPHONE/MOBILE PHONE
Give 5 non priority debts
CREDIT CARD
PAYDAY/SHORT TERM LOAN
STORE FINANCE
OVERDRAFT
UNSECURED LOAN
STORE CARD
Give 4 Pillars of Customer Financial Assistance
SERVICE
PURPOSE
EXPERIENCE
EMPATHY
Give 5 screens is Vision Plus
ARSD
ARIQ
ASHI
ASMW
ARQB
ARPH
ARQE
MEET CUSTOMERS NEED
INFORMATION DISCLOSURE
REGULATORY COMPLIANCE
INTERNAL PROCESS COMPLIANCE