Add debt
The minimum to add an account.
What is 500 or greater?
Bob wants to remove his capital one account because he states we're not doing anything with it.
What is review how the program works with Bob and let him know what we are doing with the account. If Bob has funds in the account but no movement with that CC, send negotiations request
The client doesn't want to move forward with LL but does not want to be transferred
What is send a email to Saskia and Myisha to forward over to LL
Client is upset due to misinformation she received before.
What is apologize for the misinformation?
Before reviewing anything on a client's account after verifying their information you must
What is ask the client is they have any questions?
The five points
What is, the client's name, account number, date of statement, creditor name and balance of the account?
Client states they will like to remove the account because the previous offers have been better.
What is review rebuttals advising the client not every offer will be the same and let the client know this is the best offer?
Client wants to reject a SIF because it's at 56% and states his other accounts have been lower.
What is advising the client that every creditor is different and this is the best offer?
Client is talking but assumes you're over speaking her.
What is apologize and advise the client there may be a delay with the call?
The client states I just lost my job and I need to skip a deposit. Before skipping the deposit what should you say?
What is "I'm sorry to hear that"
Before I process the add debt request, I should...
What is reach out to management to get approval on adding?
The client agreed to remove an account with you on the line that's related to the RI, what should you do?
What is place the account into "Removed-Client requested" as soon as you receive permission
The client requests a lump-sum payment
What is creating a request for ops to delegate out. If urgent, send a email to Saskia and Myisha
Client is screaming on the phone with you
What is active listening?
You're wrapping up your notes from the previous call but noticed that you forgot to mention the client portal, what should you do?
What is leave the client portal section out of your notes since it was not mentioned.
Lydia calls in to add an account but cannot find a statement, what steps would we take?
What is check the credit report to see if the account is showing there. If not, advise Lydia she will have to obtain a most recent statement and set callback with Lydia
Cyntia is requesting to remove and account because she has received an offer outside of the program.
Who is ask Cyntia to send in the offer she received from the creditor and advise her we can get a possible better offer?
Jessica states she will like to lump a creditor we have term payment agreement with.
What is send an email to TL for it to processed by banking?
The call disconnects while you're in the middle of reviewing a SIF
What is call the client back, apologize for the call being disconnected and continue call flow?
Before ending a call, what should be said?
What is LL disclosure and CSAT survey?
Jessica does says she does not remember the account you are reviewing with her. What should be done here?
What is provide Jessica with details on the account we obtained. If Jessica still does not remember, we can advise Jessica we will give her time to investigate the account, set a callback with her, place the RI on hold and left the status as pending
The "10%"
What is if the balance to remove is over 10%, we will have to do a ps refresh if the client request to lower their deposits?
Tom will like to skip all his deposits but before doing so?
what is review deposit change disclosure?
Escalations can be resolved by
Listening to a client's concern or compliant, apologizing when something is done wrong and looking for solutions.
When reviewing a settlement what information should be provided to the client?
What is the original balance, Current balance, SIF amount, payment dates, Pre-approval or approval, Method of payment and negotiation fee