Arcing
What ARC should be used when connected to voicemail?
What is NM ( Mo message left)?
At what point should the mini-Miranda disclosure be read during the call ?
What is before beginning conversation with authorized parties in Connecticut, Maryland, New York City, and North Carolina?
What is the initial payment timing requirement for STP and BLP enrollment?
What is payment must be made within 15 calendar days from offer acceptance?
When does notification of attorney representation become effective?
What is as soon as it is received, whether verbal or written?
What are the three requirements to offer a cardmember a settlement ?
What is unable to afford monthly minimum payment, experiencing a financial hardship, and must be able to make a payment within 10 days?
Which ARC is used when the card member requests not to be called by a virtual agent?
What is AI (AI Consent Revoke)?
At what point should the non-liability disclosure be read?
What is before discussing account details with an authorized party who isn’t liable for the account?
What type of income is considered sustainable for BLP and STP eligibility?
What is Regular, ongoing income?
Which of the following is NOT considered attorney representation?
A. Notification from a customer’s attorney
B. Notification from a paralegal authorized by the attorney
C. Notification from a power of attorney
D. Notification from a legal assistant authorized by the attorney
What is C. Notification from a power of attorney?
What information should never be provided on an account?
A. Account balance
B. Social Security Number (SSN), Mother’s Maiden Name (MMN), password, or Date of Birth (DOB), Customer’s Address
C. Year, Make & model
What is B. Social Security Number (SSN), Mother’s Maiden Name (MMN), Date of Birth (DOB), or Customer’s Address ?
Which ARC is used for a verbal request to stop all calls (mail only)?
What is VM (Verbal C&D - Mail Only)?
Who can an agent have a full discussion of the account with?
What is card member or authorized party?
How often can a card member enroll in STP?
What is once every five years?
What should be done if attorney or law firm information is NOT available during a verbal notification?
What is enter a customer care memo noting attorney details are unavailable and inform the caller that details are required?
If a card member needs beyond 93 days to make the final payment for the settlement what should be the next step?
What is Transfer to SSG for possible amendment?
Which ARC is used when a card member agrees to make a payment themselves, instead of scheduling an epay with us over the phone, as per PTP guidelines within the PTP window?
What is PM (Promise to Pay Non-ePay)?
Who is considered an authorized third party?
HINT: 3 part question
What is person with verbal or written authorization from customer, person with Power of Attorney (POA), and spouse depending on state restrictions ?
After completing the STP, what happens to the account?
What is the account returns to contractual APRs and minimum payments, and spending privileges resume if open and current ?
If the attorney is retained for bankruptcy but the bankruptcy case number or file date and chapter number are unavailable, how should you treat the account?
What is as attorney representation?
What should an agent do if a card member already enrolled in settlement wants to enroll in a payment program or CCA Debt Management plan?
What is educate card member that accounts enrolled on settlement may not enroll on payment program or CCA Debt Management plan?
Which ARC is used when a card member has a payment in process?
What is VP (Verified Promise / Payment)?
Can an agent discuss account details with an unauthorized third party, who indicate they handle the account ?
What is when unauthorized third party indicates they handle account and requests information, explain authorization from customer required (must be in writing, if indicated by state restriction)?
Who can discuss and accept STP and BLP enrollment?
HINT: 3 part question
What is the card member, spouse, or third party with documented authorization?
Who can an agent discuss the account with after receiving attorney representation notification?
What is no one and transfer to Third party atty?
Find attorney rep handling steps in chase answers.
What is ID-37875 and
If YES: Enter customer care memo : CM REP BY ATTY, JOHN SMITH, 212-555-1212
If NO: Tell caller attorney details( attorney or law firm name and phone number or address) are required to update representation on the account and memo CM REP BY ATTY, ATTNY DETAILS UNAVILABLE