ICP
We can search an account using these three forms of information.
What are SSN, Phone number, Full 16 digit account number?
This is what an agent uses as a secondary resource when an account can not be located in ICP.
What is First Support?
You can find the Card Members personal information multiple ways. Name one.
1. Clicking on the CM Hyperlink
2. Clicking on the Contacts Tab
3. Clicking the page arrows in to the top right corner.
This is the order you should login your systems each day.
What is
Omni > ISF Ribbon> First Call Prod. > SWI's > ICP
To set up a BIF/SIF arrangement for and Outbound call, this is the User action that needs to be used.
What is "Dialer Outbound Call Internal User"?
This button provides multiple action options including notating an account, Entering a promise, settlement, routing to fraud, ect.
What is the User Action Tab?
This is used for questions on process and procedure.
What is Chase Answers?
These two places are where the Work state is located, name both.
1. In the top green bar right after the account number.
2. above the GUI
This needs to be done in First Call before moving on to the next call.
What is Disposition the call?
This user action is used to set up a promise in an Inbound call.
What is "Inbound call Internal User"?
This is the number associated with the IRU Core space.
What is 112010?
This is used for speaking to an internal agent or transferring the Card Member to the correct department.
What is Connect Us?
This where the agent can locate where the account has previously been placed outside of Chase.
What is the "Third Party History" tab?
"Contact with Future arrangement" is used when?
Never.
Name the two steps necessary to set up a successful SIF in the User Action Menu.
What is set up a promise for appropriate inbound or outbound caller and the settlement. These amounts MUST Match.
This is where you can find account information including the balance, charge off date, and last purchase date.
What is the GUI?
This is used to help you locate correct work states, Chase Answers links, and restricted states. It is an all in one tool.
What us TIPs & TRICKS?
These are the steps to locating the finalization disclosure. Explain what has to be visible to read this to the CM?
Click on the "Documents, Fees, Profile" tab then "Settlement Finalization Disclosure" Tab, both amounts have to match to read the disclosure.
If the account can not be found in ICP, where else should the agent look?
First support, Sold lookup, and ICP Archive.
True or False: The SIF arrangement will show up in the GUI if it is Active.
What is TRUE.
The CM called in with a Balance reduction letter, this is the process to access that letter starting from the account view.
1. documents, fees, and Profile tab
2. Documents
3. Filter > Recovery Documents
4. Retrieve
5. Select Date of the letter
This is where you can send the CM previous letters and documents.
What is the CCRT tool?
This is where the agent can locate an Email offer.
What is the memo tab (Looks like an open book)?
These two pieces of information are needed for a successful epay.
What is a Valid Routing and Account number?
This is the amount of time an offer letter is typically good for.
What is 30 days?