CallMiner Points
“Thank you for calling NetCredit! My name is _______, how may I assist you today?”
What is the opening statement?
The customer has 2 business days to take this action from the line of credit creation.
What is a recession?
To update me the customer must meet the following:
The phone number on file must match the phone number in Genesys
The call must be secured
If the above are not met, you must run KBA or request the customer's ID front and back
What is the email address?
This process allows the customer to make smaller payments over a 3 or 6 month period.
What is the temporary payment relief program?
"Thank you for the information regarding your decision to file for(case type). I will make the necessary updates to your account and send you an email with all the required details. Once the case is officially filed, please provide your attorney's contact information and case number. If you have any questions, please feel free to reach out to us. We are here to assist you seven days a week."
What is the intent to file Bankruptcy?
“We are sorry you've had to deal with this, let me see how I can assist you today.”
What is the empathy/ownership statement?
A tool that forgoes a customer's contractual payment.
What is a Skip A Pay?
I am the process you take to proceed:
Verify the First and Last Name
Verify the last four of the social security number
Very date of birth
What is securing the call?
If I am this client, you do not need to complete EBS to update my bank account. My status must be current and I cannot have any pending payments.
What is Direct (NetCredit)?
“In order for us to launch an investigation into this matter, you will have to file a police report with your local authority. Please make sure that the report includes our company name- NetCredit, your customer account ID and bank account information (listed on the application). We must receive a police report within the next 7 days in order to begin an investigation."
What is ID Theft scripting?
Is there anything else I can help you with today?”
What is the proper closing statement?
The statement balance fee may change/ be impacted under these circumstances.
Example:
SBF change from $ per $100 to $10 per $100
What is a full schedule adjustment?
I must be signed, stamped, and on letterhead before I can be accepted.
What is a valid bank letter?
I am the Activity Type and Case status used when the customer:
Request to speak with a Manager
Make a complaint about a previous rep/interaction
Material Expression of dissatisfaction
What is a Complaint - requires escalation - open status
"I'm sorry to hear that and would like to help. Can you please tell me briefly what happened?”
What is the NetCredit Third Party Fake Collectors or Lenders process?
“What I’m hearing is that you need to extend your due date this month, let me look at your account and see what I can do to assist."
What is active listening?
This is a reduction offered after a "Qualifying String of Payments", which can be defined as 6 months of on time minimum payments where each minimum payment amount is nonzero. Payments must be on time OR within a 10 day grace period to count towards a "Qualifying String of Payments."
What is a Fee Saver Reduction?
I am a document that shows the customer's day bank activity. When you asked to verify the account number they circled and highlighted me and emailed me in.
What is an invalid bank statement/transaction history?
How are payments allocated to the customer balance?
What are interest, fees, and then principal?
"I am very sorry to hear about your loss. At this time, we can close this account once we receive the documentation confirming the death of [customer name]."
What is the deceased process?
"I appreciate your patience."
What is empathy?
The process that allows the customer to be in LP status on a funded account.
What is the Credit Limit Increase?
You should only document me in Portal or Decision Logic any place else would be against company policy / procedures.
What are the bank account details?
You can only make payments on the account you cannot disclose payment plans or make adjustments such as due date adjustments, change of bank details or etc with me
Who is the authorized user?
"Ok, I understand you are working with a service. Can you please provide the name of the company you are working with?" (pause for answer)"We require a Power of Attorney letter from you authorizing the service to work with us on your behalf. You need to fax or email it to us. Please note collections activity will continue on the account until the power of attorney is received.
What is the intent to file Consumer Credit Counseling?