Disclosures
"This call _____ be monitored and recorded"
may
tp calls in and ask to have late fee waived on account, they are not listed on the account:
What is the proper way to handle this call?
We would ask to speak with the pcm/scm to ask permission on the account, if they are not available we would not release any information and not able to assist
When processing payments do you have to ask the cm what type of account is the payment being processed from?
Yes
where do you go to find out if cm is enrolled in the 5% cbb rewards for the current quarter ?
if a cm has a overpayment , and request Refund
What Article do we use?
Credit Balance and Account Payment Refunds Procedure
Is a "Required talking point " a Verbatim
No, but you are required to paraphrase and go over this talking point.
If a existing cm states they want to stop receiving mail, calls, emails, communications from us, what do we do next
We would handle frontline and update cm Preferences under tab F8
Can a cm with an account in normal status process a payment using a debit card ?
No
In the rewards hub what tab can you find the specific rewards offered for that cm card ?
Required Talking Points
What is the name of the article you can go to find out Account Info restrictions and exceptions
Release of Acct information procedure
When reading a disclosure if a word is abbreviated can you read it as an abbreviation or you must say the correct word it represents ?
You can do both
if a person has a disability that is mentioned on the call, what should the Agent do next
you would offer Assistance line for cm to call, refer to Article below; if they refuse you may continue to try to help cm
ADA Accommodations Handling for Americans with Disabilities ACt
"Where do you transfer cm when they are facing hardship and need options to help with balance?'
CMA Current (not delinquent)- Pmt Assist Hardship- as long as payment is not past due
How long does it take for rewards to post to the reward bank ?
1-2 Billing cycles
cm is locked out of their online account and stated they cant log in what article do we use
Account Center Procedure
On the Cell phone Consent Disclosures what are the required components to read to the cm?
You must read the entire Verbatim, including the name and phone number listed, after the cm has said the phone# to you
what must you provide to the cm when they ask what is the balance remaining on their promotional APR, ex: bt
YOU MUST READ THE APR DISCLOSURE VERBATIM
located in Orion from APR BOX
what is the maximum late fee adjustments allowed?
Maximum of 3 CSE Late Fee adjustments allowed per account per 12 month rolling period.
what does it mean when a cm has a negative reward balance ?
They redeemed their reward balance then did a merchant return so the rewards are reduced based on the amount earned when the purchase was made.
cm wants to stop payment from tmobile, stated they are not supposed to be using this card.
"What question do you need to ask a CM before connecting them to billing to dispute a charge?"
have you contacted the merchant, in this case T-mobile
what are you required to say if another person comes in on the call and what are you required to do next if they are not listed on the account
you must read the call recording disclosure verbatim, & notate the the account: pcm/scm gave permission to speak with the tp
What Verbatim is this?
The ___ _______ ___ will be either x% or $x, whichever is greater
cash advance fee
where do you transfer cm if their payment is pending/under review and they have further questions?
CPS (Security)-Kitenet/Payment Review Team
How many elecrtonic deposits can a cm redeem from rewards per day ?
Cm can redeem 1 electronic payment per day by phone but more on account center or the mobile app
Customer has an emergency but does not have enough available credit and has a pending payment scheduled for same day by payment cut-off time for the amount needed- what article do you use
Authorizations-FORCED Procedure