Procedures

No file/ thin file

100

procedure number for no file/ thin file

what is 38156?

200

Three criteria's for no file / thin file 

what is: 

• File depth less than 12 months
• Only Authorized User (AU) trades
• No file is defined as credit report with no trades

300

"per procedure" the Products with source code mine line, recommended deposit bal, and line assignment

What is 5,000/ Greater than or equal to $5,000 /Product minimum. 

What is $5,001 - $15,000/Greater than or equal to $10,000/Product minimum

What is 15,001/Greater than or equal to $15,000/Product minimum 

400

last update for procedure and what was updated

what is January 8, 2025 and placement of link to Credit Bureau Reports in Step 2 of Perform: Judgmental review section

500

In step 4 if you are able to approve the app, what would the approval be based on? And what should you consider?

judgmental review and Line assignment guidance and 

• Income provided on application
• Chase assets

**

• Make sure factor selection supports judgmental decision before completing processing
  • Add supporting comments to factor detail, as applicable
    • Example: Credit bureau shows high revolving debt, add reason for debt or paydown plan

Bankruptcy processing

100

Types of Bankruptcy:

• Liquidation of all assets that are non-exempt
• Customer no longer responsible for paying creditors
• Can be filed and discharged again after eight years have passed as of law change on Oct. 17, 2005 (Before new law passing it was every six years)

What is Chapter 7?

200

Bankruptcy term:

Satisfaction or elimination of debts of debtor by bankruptcy court

• Releases debtor from personal liability for certain debts, known as dischargeable debts, and prevents creditors owed those debts from taking any action against debtor to collect debt

What is Discharged?

300

Bankruptcy terms:

Instance where judge ruled against consumer's petition for bankruptcy, sometimes at consumer's request

• Debts part of dismissed case remain outstanding
• Dismissed case is part of consumer's credit report

What is Dismissed?

400

Types of Bankruptcy:

• Ability to keep property, such as mortgaged house or car as long as customer has steady income
• Court approves repayment plan to pay off debts over three to five year period rather than surrendering any property
• After making all planned payments, customer receives discharge of debts; after two years, customer can file and discharge Chapter 13 again

What is Chapter 13?

500

Bankruptcy terms:

 United States bankruptcy law refers to an agreement made between a creditor and debtor that waives discharge of debt that would otherwise be discharged in pending bankruptcy proceeding

• Strictly voluntary
• Reaffirming (agree to pay back) any particular debt, debtor enters into written agreement with creditor, which legally obligates debtor to pay all or portion of dischargeable (wiped out by bankruptcy) debt

What is Reaffirmation Agreement or Reaffirmation of Debt?

Sources of income

100

When asking for income, you must say

Gross annual income

200

"You don't need to include alimony, child support or separate maintenance if you don't want us to consider it as a basis of repayment." "If you're 21 or older and regularly use income from others to pay your bills, you can include that too." "You can also include money that someone deposits regularly into your individual or joint account."

What is income disclosure?

300

Procedure number for Income Disclosure / Asking for income.

What is 31554?

400

Do not include the term_in memos

household income

500

"Other" and Special Request indicator is Y

• Review Special Request to view Employer or Source of Income information given by customer on paper application

 

What is Sources of income that require further inquiry?

Duplicate Applications

100

Procedure- 72600/48034

What is Duplicate Application Processing C95 / W86 / W87 - SLD and 

Reconsider process

200

Scenarios: Name actions to each scenario

Solicitation ID matches – AND –Social Security Number (SSN) or Employer Identification Number (EIN) matches: 

Application is duplicate

• Select:
  • Yes radio button to question " Is this a duplicate application?"
  • Same Customer (name / SSN) reason from Reason drop-down

300

Scenarios: Name actions to each scenario

Solicitation ID matches

– AND –

SSN or EIN different:

Check name of intended customer associated with solicitation using information on Duplicate Application screen:

• Solicitation was completed by intended customer: Application is not duplicate
• Solicitation was completed by someone other than intended customer: Application is duplicate

400

Scenarios: Name actions to each scenario

Source code number

– AND –

Application type matches (e.g. both Consumer or both Business Card):

Consumer applications

• Determine if first / last name and SSN are identical:
  • If YES: Application is duplicate
  • If NO: Application isn't duplicate

Business Card applications

• Review following information:
  • Authorizing Officer (AO) first and last name
  • AO's SSN
  • Same physical address with different PO Box address considered same address
  • AO's home phone number
  • Business name
  • Business phone number
  • EIN
• Determine if information is identical:
  • If YES: Determine if valid business reasons for submitting duplicate applications:
    • See Business examples
    • Verifications Phones and Stateside: Call to Develop if applicable
    • Verifications non-phones: Go to Route Case through Things You Can Do (TYCD) and select Route for call to develop option
    • Information is identical and no valid business reason: Application is duplicate
    • Information is identical and valid business reason: Application isn't duplicate
  • If NO: Application isn't duplicate

500

• Applicant recently applied for application with same customer information and source code or solicitation
  • Tell customer application was declined for duplicate as outlined in letter received
• Private Bank or Business Card only:
  • See Verification for exception scenarios: Verification scenarios- 
  • Exceptions:
    • Private Bank / Private Client: Click Reconsider Case and perform judgmental review
    • Business card: Review What are Business Examples section; see Duplicate Application Processing C95 / W86 / W87 - SLD
      • If criteria met: Click Reconsider Case and process according to duplicate application processing above
    • If criteria not met: Don’t reconsider; reiterate decline reason

What is... True duplicates (A7) or (XF) or letter BC018 

Different Scripts

100

"We are unable to process your application because you used an offer that was intended for someone else. You can reapply at chase.com"

What is Decline - Communicating the decision

**31184 **

Situation

**Communicating decline with insert AJ (You accessed an offer that was not directed to you) **

200

• Customer requests you to speak to third party on their behalf
• Gain permission from customer to proceed with call when banker says has customer on line or says will bring customer on phone line

What is Permission to speak to third party scripting?

**31690 **

300

2 party- "I'm sorry I can only process new applications and cannot make changes to an existing account. For any account maintenance, you can contact Banker Support or I can transfer you to Customer Service for further assistance." 

Procedure: 31610 

2 part- Scenario: Has additional questions unrelated to Lending 

Banker question / inquiry: Adding authorized users, account maintenance, etc.

400

procedure number for- 

• Call goes silent during servicing:
  • Confirm caller is still on line
    • Example: "Hello, (Customer), are you on the line?"
  • As best practice, after three attempts with no response, use following:
    • Example: "I'm sorry, I don't hear anyone on the line; please call Chase Card Lending Services back at your convenience. Our phone number is < phone number > and ask to speak to one of our representatives. Our hours of operation are < state days of the week and hours >. Thank you."

What is Article no. 31756 

500

Procedure for: 

1. Attempt to de-escalate situation and provide assistance to caller
   • If caller using profanity: Ask them to refrain; see De-escalation techniques
   • If caller continues to use profanity after first warning and profanity is directed towards specialist or if caller prohibits you from providing resolution: Disconnect call
     • If disconnecting call: Go to Step 6
     • If caller requests to speak with supervisor: Go to next step

What is article number 25279