Regulatory
State Law
Add a Payment Arrangement
Permissions
NPS
100

True or False


It is not required to state the PHONE NUMBER in the disclosure when process a Pay by phone.

What is- False
100
What State is it that we can not negotiate date beyond what the CH has volunteered.
What is: MA
100

When processing payment what does M.A.D Stand for?

What is: Method, Amount, Day
100
Who can request the username for Capital One Online Banking tools?
What is- Primary, Power of Attorney and Account Manager (if using own credentials)
100
How can we improve the chances from getting a survey back from the Customer.
What is- Verifying Email
200
CH is unable to make a payment until next due date, What is required.
What is: Use cure calculator
200
Who do we not read the Mini-Miranda to?
What is: Third party, Cease and Desist, Bankruptcy, 3PDM
200
If a Customers still agrees with the payment shown is payments tab and it CURES the account.
What is : No further action is required.
200
Third party called in wanting Current balance, What are the 4 main verification that we need?
What is Account number CH first and last name last 4 of SSN Phone number on account
200
What can we do to make sure we address all the  Customers Needs?
What is- Recapping the Call.
300

True or False.

'Thank you for calling CAPITALONE my name is Linda I see you verified your Phone Number and SSN through the IVR, how may I help you today'

'I would like to know if you can waive my PDF'

'Looks like your in Luck, I can waive that PDF today'

Was the CH fully verified?  

What is- No
300
What are the 3 things we have to state in OR and HI?
What is: Identify your self has a Debt collector, purpose of the call, Mini-Miranda
300
If you notice the Pending PTP payment method as 'N/A' and you are speaking to the appropriate Customer, What do we need to do?

What is: Change the payments Method to,

-'Web' for Capital one online payments

- 'Check' for Pay by phone payments


300
Who can Request a Fee Waiver?
What is Anyone on the Account.
300
What can we do when we are unable to solve the Customer needs/Request
What is- Provide options what we can do
400
If the Primary ask for their APR, what do we need to provide?
What is Rate and also if it is Variable or Fixed
400
what do you have to tell a caller from MA
What is- Name, EUID, and also Company Name
400
If the Customer indicates they will be calling back to make a PBP, Debit card, ATM payment, IVR or Capital one banking, What do we inform the CH?

What is: -Payments must be made by 8:00PM EST to be process and posted for that day.

-If the date is their due date, It must be made before 8:00PM ESt to be counted as on time

- Any payments made after 8:00PM EST will process and post and the next Business days.

400
Who can Enroll in Autopay
What is Primary
400
How can we make the Customer calls be more personable?
What is- take time to build rapport with the Customer
500

True or False


It is OK to notate a medical condition on the acct as long as the CH providedthat info.

What is- False. This is a HIPPA Violation
500
Did the agent fail to honor the Customer request to stop communication regarding the collections of the account?
What is: Cease and Desist
500
If a Customer is unable to secure a valid PTP, What action do we Take?
What is: Inform the Customers that the calls will continue until the account is brought current.
500
Who can request a Payment to be cancelled.
What is- Primary
500

How would we handle the following Scenario-

Customer calls in and has lost their card and is wanting a new card sent and the account is in a Past due status.

What is- Focus on what we can do and not what we cannot do.

- Empathy

-Acknowledgement

- Oportunity for digital

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