Minors
I have verified the customers first and last name and the last 4 of their SNN
What is Inbound verification?
Any time an advisor enters an account to review information with the customer or another representative they are required to document that account they reviewed.
What is account documentation?
There are 16 total points
What are the compliance points listed on the QA card?
This is the name for when an agent documents that we spoke with the buyer when we spoke with the A3P
What is incorrect disposition?
This is typically provided whenever adding a new cell phone number to the account
What is TCPA Statement?
The agent fails to read the customers email address for payment disclosure.
What is Payment information deduction?
The action of setting up preferred times to contact the customer via their cell phone.
What is Call Windows?
1% or under
What is the QA Specialist expectation rate?
Incorrect Disposition
Inaccurate/ Untruthful information documented
PTP
HIPAA
What are reason for Documentation Defect?
There are a total of 6 of these that are required to be read to the customer depending on their request.
What is a Modification Disclosure?
“This/The call may be monitored and/or recorded for quality or training purposes."
What is the QC disclosure?
The customer threatens to get an attorney if we do not stop calling her. This is the action we need to take next.
What is a DNC?
There are a total of 28
What is the QA Head Count?
The agent documents "the customer was out of work due to maternity leave"
What is HIPAA?
The agent states "Do you authorize us to process this one-time payment?"
What is a payment authorization deduction?
is all your contact information the same?
What is a demographic deduction?
The department with the Highest TCPA deductions for the year of 2023.
What is Customer Service?
Modification Disclosure
Scrub Number
Payment Information
Pause/ Resume Non PCI
Call Windows Disclaimers
Incorrect/ Inaccurate/ Incomplete information provided
Welcome Call Dialer/ Text Reconfirmation
Other
What is the reason of Policy and Procedure?
This is the #1 reason for documentation defect month over month
What is Inaccurate/ Untruthful information documented?
10 in total
What are the mini miranda states?
This is typically only required when the customer who calls in has more than one Carvana account and the account not initially serviced, is past due.
What is Account Bundling?
The #1 Major violation month over month
What is UDAAP?
The head of the The Hub.
Who Is Subbu Rajasimhan?
Setting a PTP for a date further than the customer agreed to or for lesser than what the customer committed to.
What is PTP padding?
This is the month and year that Mini Miranda was launched in genesys
What is December of 2022?