Authentication
How long is a written authorization to speak with a third party valid?
Life of the account
(Third party authorization | Article no. 27832)
True or False: Before payment programs are discussed with an Unauthorized Third Party, specialist must read non-liability disclaimer and obtain acknowledgment.
FALSE
(Authentication, identification, and discussion | Article no. 28337 & Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
How can specialists determine account eligibility for Effort?
First Support Toolbox states eligibility
(Effort | Article no. 27972)
True or False: The corporate liability of a business card account can't be changed, a new application must be processed.
TRUE
(Business Card accounts | Article no. 27938)
How should authentication be handled on an inbound call if speaking with Account Payable / Bookkeeper / Proxy?
Verify last four digits of AO SSN or name and address of business
(Business Card accounts | Article no. 27938)
True or False: Requests to re-direct communication to a third party's address must be made in writing from customer.
TRUE
(Third party authorization | Article no. 27832)
How should a customer's request to record the call conversation be handled?
Continue as normal
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
True or False: Call handling and / or evaluations should focus on all past due Multiple Relationship Customer (MRC) accounts to be sure world class customer service provided.
TRUE
(Multiple relationship customer accounts | Article no. 28143)
How should an account be ARC when transferred to CAT?
• Enter No PTP or appropriate contact action result code
• After enter W4 (CAT Call Xfer) action result code only for completed transfers to CAT
(Account documentation - action, result and reason for delinquency codes | Article no. 28038)
True or False: Only the AO can be transferred to CAT to discuss and accept a Settlement?
TRUE
(Business Card accounts | Article no. 27938)
How long is a Durable Power of Attorney (POA) authorization valid?
Until a written rescind request is received
(Third party authorization | Article no. 27832)
True or False: If a non-business account has a business/work number and employer records calls, specialists should continue the call as normal.
FALSE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
When is it appropriate to connect a customer with Customer Assistance Team?
After discussing account status and establishing reason for delinquency if the customer is unable to make any payment arrangement.
(Customer Assistance Team - referrals and handling | Article no. 28332)
True or False: it's critical that account documentation is professional and accurate in all situations and represents only facts about account status and customer's situation.
TRUE
(Account documentation - memos and abbreviations | Article no. 27753)
Who has the authority to discuss and accept a BLP on a closed account?
• Business Owner
• Authorizing Office
• Accounts Payable / Bookkeeper / Proxy
(Business Card accounts | Article no. 27938)
True or False: Provide Connect Us code to authenticate another Chase Specialist when receiving a call transfer.
FALSE
(Authentication, identification, and discussion | Article no. 28337)
Where are notifications regarding state restriction and/or disclosure requirements located within first support?
True or False: Reage can be discussed and accepted by any authorized third party.
TRUE
(Reage | Article no. 27679)
Which option within First Support allows an account to be referred to FRD?
REQUEST button in the control panel
True or False: Eligible purchases of $500 or more systemically post to Flex portion of Chase Ink Business Premier Card accounts.
TRUE
(Chase Ink Business Premier Card accounts | Article no. 93534)
What states require written authorization before speaking with a third party?
• California
• Massachusetts
• New York City
• Louisiana North Carolina
• Iowa
(Authentication, identification, and discussion | Article no. 28337)
True or False: Disclosures that imply the existence of a debt should not be shared with Unauthorized Third parties.
TRUE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
If account is enrolled on BLP, under what circumstance can the account be transferred to the Customer Assistance Team?
Customer situation has changed and can no longer afford the BLP payment.
(Customer Assistance Team - referrals and handling | Article no. 28332)
True or False: There is no situation in which it is appropriate to double ARC an account?
FALSE
(Account documentation - action, result and reason for delinquency codes | Article no. 28038)
How should authentication be handled on an outbound call if speaking with Business Owner/ Account Payable / Bookkeeper / Proxy?
• Determine whom talking to
• Verify last four digits of AO SSN or name and address of business
(Business Card accounts | Article no. 27938)