w
Line disconnects during the call with DMC. Should we initiate an outbound call.
No
Do we need to gain consent when recording Support Need?
* YES
If the customer volunteers information prior you asking a question, you cannot accept that particular information that they've given. What will be your next step?
* You must ask unrelated question.
First 6 months of a Consolidation Plan
PROVING PERIOD
Is anyone that is not named on the account.
THIRD PARTY
This provides a detailed understanding of the customer's affordabilty.
BUDGET
This arrangement is provided when all treatments have been exhausted and the products are no longer affordable for the customers.
Account Closure Plan
CAT banner that must be read word for word.
Blue Banner
Consolidation can be carried out across all brands.
FALSE
Red IVR. Customer calling in about his Loan Account. What will you do if the customer failed to answer one of the two factual questions?
Ask one Account Specific Question for Loan.
* Contractual Monthly Payment
* Outstanding Balance
* Next Payment Due Date
An arrangement for customers who's account is in arrears or in order but they cannot clear or reduce the balance to a manageable level within 12 months.
Consolidation Plan
Whilst speaking with a customer, it transpires that she has dyslexia. She confirmed that this information is not to be added into our records. Unfortunately, in a moments lack of concentration, the information was added. What kind of breach did the bank commit?
* Data Privacy Breach
What does IDEA stands for?
Impact
Duration
Episodes
Assistance
CAT prompted a treatment that would prolong the debt in Collections by more than 18 months. What action is required from the colleague?
This are indicators on a customer's account to highlight what care the customer needs from the bank.
Support Need
What are the 2 types of questions we use when verifying the customer?
*Factual Questions
*Account Specific Questions
A type of account that incurs a monthly maintenance fee and provides extra features and benefits.
Packaged Bank Account (PBA)
A type of benefit that will help individuals with their living costs.
Universal Credit
What is the vulnerable question in CAT?
Are there any physical, mental health, personal and family circumstances that impact you?
A record of an individual's financial behaviour.
Credit File / Credit Report /Credit Score
What does CARERS model stands for ?
C – check
A – avoid discussing any account details
R – reassure the carer
E – explain
R – record
S - summarize
A legal document where someone gives another person the power to makes decisions about their financial affairs and/or their health and personal welfare.
POA - Power of Attorney
What is the CFA Purpose?
“Enable customer to return to Financial health as quickly as possible.”
Red IVR; Balance of the Credit Card is £ 4562.00. You asked the customer's outstanding balance and he answered "Just around £ 4000". Did the customer pass the verification?
* No. Tolerance is within £ 10.00
Customer called in to order a new credit card as previous card already expired. Customer do not have details of his card but he mentioned that he has an active PCA with us. How will you verify the customer
* Ask the customer details of the other account (PCA). Then proceed verifying the customer using the details of PCA.