Authentication
True or False: A third party is defined as any person who isn't the customer or their attorney.
TRUE
(Third party authorization | Article no. 27832)
True or False: REAGE is a short-term payment program that helps eligible past-due accounts to be brought up to date without paying the full amount due if qualifying payments are made over one to three billing cycles.
TRUE
(Reage | Article no. 27679)
Name all Cease and Desist classifications.
• Full Cease and Desist (C&D)
• Verbal C&D / by mail only (BMO)
• Communicate through email only
(Cease and desist handling | Article no. 28044)
True or False: On an inbound call from the primary card member, the call monitoring disclosure is not required to be read.
TRUE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
When customer objects to the initial opening demand, what is the next payment option the specialist should suggest?
Split Payments
(Negotiate payment during call flow | Article no. 103387)
True or False: Specialist should proactively inquire about card members specific communication preferences on every call.
FALSE
(Inconvenient day, time or place requests – Phones | Article no. 28134 & Collections Communication Preferences Tool | Article no. 92917)
How long is a verbal authorization to speak with a third party valid?
Valid for life of the account or until revoked by customer
(Third party authorization | Article #37886)
True or False: All eligible accounts systemically Reage within two business days after final payment is applied and account is still in past due status.
TRUE
(Reage | Article no. 27679)
Who can verbally request a Cease and Desist?
Customers and Third Parties (authorized / unauthorized) can request it, except:
• Debt settlement companies
• Third party confirming wrong number
(Cease and desist handling | Article no. 28044)
True or False: Account authentication is not required on a deceased notification call.
FALSE
Authentication, identification, and discussion | Article no. 28337
When should the non-liability disclaimer be read?
Immediately after authentication and before discussing money with an authorized third party.
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
How should Effort be utilized to negotiate the total amount due?
When customer is able and has indicated unwillingness to pay within 10 calendar days.
(Effort | Article no. 27972)
True or False: Verbal or Written permission not required in order to speak to a spouse on a Business Card account.
FALSE
(Business Card accounts | Article no. 27938)
True or False: If an account is jointly owned, both liable parties must provide authorization to speak to a third party (verbally or in writing).
TRUE
(Third party authorization | Article no. 27832)
How should a customer's request to not be "recorded" or "monitored" during the call be handled?
Connect customer to Escalations (FRD)
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability
| Article no. 28338)
True or False: If First Support Toolbox shows ineligible for REAGE, and specialist determines REAGE is the best solution based on the call discussion they can contact FRD for exception.
FALSE
(Reage | Article no. 27679)
What action should be taken when a non-business account has a business/work number and employer records calls?
• Tell customer we'll remove business number from our records to protect our customer's privacy
• Request alternate number to contact customer
• Remove phone number and notate as "Do Not Call"
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)