Leaving a message
The scores options you can receive when you leave a message to a consumer.
What is pass, partial, fail, or NA?
This is provided when speaking to the customers and/or 3rd parties as soon as reasonably possible and anytime a new person joins the call.
What is the Call Recording Disclosure?
These are the guidelines that must be met when talking a check by phone.
What is the NACHA guidelines?
This is what W.I.I.F.M stands for.
What is what’s in it for me?
This is what RFD stands for.
What is Reason for Delay?
This is the result of omitting any of the call back message requirements.
What is a partial point deduction?
This is when the agent uses the CRD.
What is outbound call, inbound calls, internal call transfers, and call recipients that may join the line at any point?
This is read verbatim for each scheduled transaction or when changing an existing transaction.
What is the scripted Phone Pay Authorization disclosure?
These are the 5 sections that will be QA when talking to the Right Party Contact and the customer experience.
What is Inform, Probe, Negotiate, Close, and Document?
The number of questions there are on the QA scoring for Right Party Contact/Customer experience
What is 15 questions?
This is what will cause an agent to fail the guidelines for leaving a message.
What is leaving a message on voicemail that identifies a 3rd party, leave a text callback # if prompted via voicemail, or divulge existence of a debt?
This is the information needed when authenticating an outbound call.
What is the first and last name along with 1 additional piece of info such as street name or date of birth (month only)?
This would cause the agent a full fail if customer paid with check by phone.
What is agent fails to state the 5 NACHA requirements?
This allows that agent to understand the root cause of the customers delinquency and lets the customer know you are here to help.
What is effectively probing?
This is the number of calls that will be scored and what type they are.
What is 5 calls and 4 that are right party contacts and 1 left message?
This is what an agent should be stating to get full marks (pass) on leaving a message to a customer. (Have to give all 5)
What is customer’s first & last name, calling from Commerce Bank, office hours, request for a call back, & call back number?
This is the information needed when authenticating an inbound call.
What is the first and last name along with 2 pieces of personal info such as date of birth, last 4 of the SSN, Full account #, Full mailing address (includes city, state, & zip), client ID #, or collateral (year/make/model/vin)?
HSF consumers can use this to pay for their total due if they are the valid authorized user.
What is a paying with HSA card?
This should be done before getting off the phone with customer.
What is confirm (verify the customer’s contact info), recap (clearly & accurately restate the arrangements secured or confirm the next steps for the customer), & appreciate (thank the customer for their time & ask if they had any additional questions)?
The appropriate hierarchy for offering solutions.
What is total due, partial payments or multiple payments until the account is current, and payment programs such as Reage, reduced interest/payments, & settlements?
The requirements for leaving a message for a vendor for full marks.
What is giving the customers first & last name or claim #, collateral info (year/make/model/VIN), calling from Commerce Bank, request call back, and office hours & call back number (optional)?
This is how many pieces of info is needed to verify a 3rd party and what it can include. (2-part question)
What is 1 piece of info and what is last 4 SSN, account #, full name, claim number, case #, or collateral (year/make/model/VIN)
These are the items that need to be given for the NACHA Guidelines.
What is first and last name (person giving authorization must be on the account), date(s) on or after which the payment(s) will occur, today’s date stated with authorization, account from which the funds will debited, and amount of the transaction?
This is key information that should be documented so the customer doesn’t have to repeat what was already discussed. (need at least 3)
What is RFD, new contact info obtained, payment arrangements secured including future appointments, take-aways that customer may have, critical next steps (PAP, Settlement, Reage, etc.), details on bankruptcy, attorney, deceased, etc., and updated customer contact info?
The information given to the customer if not paid current and if paid current. (2 parts)
What is inform the customer the remaining amount due & the due date (not paid current), & inform the customer of the next due date (paid current)?