Team Trip Fun Facts
Which QA foot was too big to fit on the plate?
Doug
Fraud: What is the agent's expectation if the customer refuses to do a bank call or fails the bank verification?
Withdraw the application, activate the "Fraud Suspected " flag in Tran and submit a case in "service now".
Loyalty upgrade offer ends when?
June 9, 2024
CEA: If a customer requested a callback, what is the tran disposition?
Escalation
If Douglas signed his XACT loan at 7:30pm EST and Mary, the account specialist, checks again at 8:00pm she realizes his signature is ... True/False
FALSE
What were the names of the 2 teams on the trip and which team won the most points?
Chapo & Diddy
Chapo team had the most points
Store 006 can offer upgrade to what other store and for what only?
Zinc store 0066 and for lower fees only
CS: What is the agent's expectation when a customer calls in to defer a payment, however, the reason for deferral is the customer is no longer employed.
Transfer to the ACS department
ACS debit card payment, which date should the agent enter when they are running a same day payment?
The next business day
OOO: When should the survey be offered?
The survey should be offered when a callback is not required.
Which person from the QA team rather drink the rum than to take medication?
Joelene Bood
LUF Expert- Cust declines loan because he was looking for $5000. What is the experts expected to do? What will the expert offer the customer?
1. Offer the LUF rebuttals
2. Offer the XA offer
If a verbal verif is conducted and the customer opt out of marketing, what the agent expected to do and the QA impact if it was not done?
Advise the customer of the customer preference disclosure.
Will be assess in SOP
What should the agents do if they receive an error say "failed to delete scheduled card payment for ACH" when running a same day payment?
The agent should send the application to their sup so they can send a ticket to product help to delete the ACH on the back end.
OOO
TRUE OR FALSE
The agent have until end of the business week to update service now.
False
Name the 2 games that were played on the trip?
1. Lava walk
2. Tic tac toe relay
Fraud: At what point is the agent required to do a BV to verify ownership of the bank account tied to the debit card?
Only if the customer wants to use different cards with different addresses to make a debit card payment.
CS:
TRUE OR FALSE
The CS agent is not required to use a Tran Disposition when running a debit card payment regards of department.
False
CEA: Agents can provide the balance amount to the customer before transferring the call.
True
XACTFLEX: List 3 reason the customer would be eligible for available credit
1. never too a draw
cust not dialed in the 330 days
cust is 2 months on books and has not made a draw yet
cust is 6 months on books and has not made a draw within the last 3 months
cust has 40% or higher avail credit
Name the 3 pick-up locations on the trip?
Save-U
8 miles
Hattieville
Fraud: If a customer calls in stated that he/she did not apply for a loan, what is the agent expectations?
1. Probe
2. Identity
3. investigation will take 5-10 business days
4. Contact # & email
5. recap email in 24 hrs
6. withdraw as fail ID verification
7. Update fraud flag
8. create a case
1.FFL Store 9999, During the hours of operation, VOY/MTS agents should do what?
2. Store 9999, outside of the client's hours of operation, VOY/MTS agents should do what?
1. Blind transfer the call
2. Work the application as per normal with the exception on setting up a manual call
What is the ACS required call closing?
In the closing, we are expected to offer further assistance, sharing the contact number, website, advising of the 24/7 availability, and branding the company name.
XACT: What are the 4 steps agent should follow when there is an error originating the loan?
1. send the account to the sup/tl
2. sup will send ticket to PH
3. PH will troubleshoot and adv after successfully updating
4. Sup will adv the agent to re-submit 20 mins after