Let's be Compliant

True or False

100

You must read the call recording disclosure when:

• You accept a collect international phone call.

 

True

200

We can "Read the call recording disclosure verbatim before making conversation (including name, account information, opening remarks) "

False: Read the call recording disclosure verbatim before making conversation (including name, account information, opening remarks) to ensure you get the Caller’s consent 

CHC: 

Call Handling Policy

300

You must read the disclosure when you make an outbound call but it's not required again if the Card Member passes the phone to a third party or when you believe the call is on a speaker phone. 

False: You must read the disclosure when you make an outbound call and again if the Card Member passes the phone to a third party or when you believe the call is on a speaker phone. 

CHC: 

Call Handling Policy

400

We are required to leave CRD when leaving a message on an answering machine."

False: 

You must read the disclosure when you make an outbound call and again if the Card Member passes the phone to a third party or when you believe the call is on a speaker phone. Exceptions:

• Outbound Telemarketing Partners: Follow the directions in your script.
• Calls to Directory Assistance.
• Leaving a message on an answering machine.

CHC: 

Call Handling Policy

500

We can shorten the name we provide If your name is long or hard to pronounce

True: You may use your first name, last name, or full name to introduce yourself.  

You can:

• Shorten your first name. The name you use must be like your name and identifiable to you:
  • Colleagues: Obtain your Leaders approval for your shortened name.
  • Leaders: Notify the appropriate contacts of the approved name (based on your business unit). See Notification for shortened name (in this table).
• Provide your initials if you can't shorten your name appropriately.

You can't use a famous (past or present) person’s name or a false name (such as a movie or TV character).

CHC:  

Call Handling Policy

What is?

100

What is the complete Call Recording Disclosure?

Disclosure: this message must be read exactly as written to comply with regulatory requirements

This call may be recorded, monitored, and analyzed for compliance and to improve our systems.

CHC: 

Inbound/Outbound Calls - Disclosure

200

What is the correct verification/ opening guideline if  "Account automatically populates in GSP/ISP with confirmed IVR authentication "

Hi, this is [your name] from [Customer Service, Platinum Servicing, Dispute Gate, etc.] 

 

Verify who you are speaking with.

Am I speaking with [Card Member’s first name]?

 

Are you speaking with the person matching the confirmed IVR authentication?

• Yes: I have your account and see you are calling with a [call intent] question. Is this correct?
• No: Change to the correct Caller Type.

CHC: 

Call Handling Policy

300

What is the correct verification/ opening guideline if "Account automatically populates in GSP/ISP with confirmed IVR authentication, but CCP is unsure how to pronounce the name "

Hi, this is [your name] from Customer Service (or Platinum Servicing, Dispute Gate, etc.) I have your account and see you are calling with a payment [call intent] question. Would you please help me with the correct pronunciation of your name?

400

What is the correct verification/ opening guideline if 

"Account does not populate with ID passed"

Hello, this is [your name]. How can I help you today? Follow identification procedures. After authenticated – address the Card Member with their first or preferred name and use the Customer First conversation model throughout the call

500

What is the correct verification/ opening guideline if 

"If the account information does not appear or you did not greet the Card Member by their last name due to an exception (above)."

You must:

• Ask them for their account number and full name (before you use it).
• Identify them.

Do not release account information or complete account maintenance until you successfully identify them.

Name The

100

• Personal Card: The person who opened the account and is liable for any balance.
• Business Card: The company officer or person who opened the account and is liable for any balance.

Basic Card Member

CHC: 

Caller Types - Terms and Definitions for Authorized Callers

200

A person the Basic Card Member authorizes to:

• Have access to the Basic Card Member’s account information.
• Perform or request some maintenance functions on the Basic Card Member's account.

Account Manager with Full Access (AM-Full)

CHC: 

Caller Types - Terms and Definitions for Authorized Callers

300

A person the Basic Card Member adds as a Card Member on the Basic Card account.

Can only receive account information or request actions for their own Additional Card.

Additional Card Member

400

A person the Basic Card Member or AM-Full authorizes to access the Basic Card Member’s account information.

 Cannot perform or request any maintenance functions on the Basic Card Member’s account.

Account Manager with Limited Access (AM-Limit)

500

A person the Basic Card Member authorizes to:

• Place concierge requests.
• Have limited authority to receive information or request actions on the Basic Card account.

Account Manager Concierge (AMC)