Disclosures
"This call _____ be monitored and recorded"
may
Cm is departing the US and wants to close account but still have a balance .
What must agent do before completing acct closure?
Update cm address before closing acct
When processing payments do you have to ask the cm what type of account is the payment being processed from?
Yes (checking/Savings)
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 cm calls in and wants more info about their revoked account that you can't provide front line where would you transfer the call ?
Portfolio Verification
If a cm wants to change a DP scheduled payment for a certain $ amount .
Where do you transfer the call ?
Transfer to Pro core (Direct Pay)
In the rewards hub what tab can you find the specific rewards offered for that cm card ?
Required Talking Points
cm transaction has been declined and cm wants to know why?
What article will you use to find the reason ?
Declined Authorization 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 looking to process payment on suspended account ?
Handled frontline Do not transfer
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 are the 2 main components to go over with cm before completing a cash into checking ?
the APR rate
the cash advance fee
Can a cm with an account in normal status process a payment using a debit card ?
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.
What is the name of the article you can go to find out Account Info restrictions and exceptions
Release of Acct information procedure
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 are the 3 reasons why an agent can close an account frontline ?
Divorce/ Domestic
Depart Us
Delinquent
If a cm wants to allocate a payment towards a BT that is expiring. How is the payment being applied ?
The minimum payment will go to the lowest APR and the remainder of the balance will go towards the expiring offer
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