Disclosures
At the beginning of call after introducing yourself and where you are calling from, before asking for the customer
Recording Disclosure
Can we discuss the Credit Bureau with the cardholder's spouse
No
System used to track productive hours
My pin
When customer cannot commit to making a payments
NOAR
Name 3 places where we can find phone numbers to call
Primary Screen, Demographics and Alternate phone listing
Customer requesting a pay off estimate
Pay off
What is the first question in the FRED form?
What is your Net Income?
What is the right way to log out from the system?
UCRS- telephony and then log out
Make sure the lights on the phone are off
Customer is experiencing a severe hardship, cannot commit to making payments and doesn't know when he will be able to pay.
DEMN
Direct Debit Enrollment
Tools -> EAS OR view notes OR Statements
Cardholder's daughter ( listed as an authorized user) is calling in to set arrangements
Non-Spousal Authorized user
What do we do if customer answers no to " Can you afford your basic living expenses"?
Stop completing the FRED
Customer asks to stop calling their business number, what to we do?
C&D CSI and WTNR action code
Customer states a payment was made the previous day and the payment is visible in UCRS-
PTPC
Checking and savings accounts that the customer has with us.
CRC Screen or relationship tab
When opening the FRED form
THI- Total Household Income
What are " Other Bureau Expenses"?
Judgments, Liens and even unpaid Taxes.
Customer wants us to remove their home number, what do we do?
Submit tool and action code WTNR
Cardholder is telling us we need to stop calling his business number and will also be filling BKO.
Double action code
WTRN first and then BKO
Paper suppression
Account Maintenance tab and then Assorted Fields
After full authentication and prior to releasing account information
Mini-Miranda
What information is available to us ( Bank of America) that can help us understand the customers external debt?
CBSE- Credit Bureau
What is the Associate connection Wizard
Dialer
We call a number and speak to the pch's son (3rd party) he tells us he will be making a branch payment of $100 that day.
Message or No message
Promotion Expiration date
Statements- Summary OR Open physical statement OR Account offers