Toyota Jeopardy

Autofails

100

When the telephone is Handed to Customer or Co-Borrower, what are three actions that you must do to properly authenticate the customer

KMS Article

Apply Privacy Requirements Inbound and Outbound Calls - Universal

• 1.The call monitoring disclosure statement is to be provided. See Provide the TFS Call Monitoring Disclosure, Provide the Private Label Call Monitoring Disclosure - Private Label, or Provide the Private Label Call Monitoring Disclosure - Marine/Powersports -  Private Label.
• 2.When the telephone is handed from a Third Party to the Customer, The Customer is to state his/her first and last name and 3.
• 1 of the following additional pieces of information:
  • The Account Number.
  • TFS/LFS: The last 8-characters of the VIN.
  • The last 4 digits of the SSN.

200

When customer calls in what is the first thing customer must properly authenticate on the account 

Customer's Full first and last name 

300

True or False

When providing account specific information, do you have to document the account?

KMS article

Telephone Customer Care Concepts - Universal

True 

Notes are required if the account is located, and account-specific information is discussed.

400

True or False

When a customer, Co-Borrower, or Authorized party is denied for an extension, due date change, or deferral would a denial case need to be created?

KMS Article

Telephone Customer Care Concepts - Universal

True

Failure to create the proper denial case when a Customer, Co-Borrower, or Authorized Third Party requests a Contract Modification

500

What talking point must be stated when customer inquiries when do I need to make my payment so that is not reported to the Credit Bureau as a late payment?  

KMS article - Discuss General Credit Reporting Information

• "A payment may be reported as past due if the payment is received 30 or more days after the due date."

Payments

100

When is the only time we accept debit cards as a form of payment?

KMS article:

Guidelines for Pay by Phone Payments

• Debit cards cannot be used unless the account is in a Collections status, (includes Discharged Bankruptcy) excluding Reinstatements.

200

What system do you use to process a payment or refund request for customer?

ICAP

300

What KMS would you use to process a refund request for customer?

iCAP Refund or Cancel ToyotaPay Payment - All Payment Channels

400

When is it required to mask the call when processing a payment? 

KMS Article:

Submit Pay by Phone Payment in iCAP

When discussing Customer specific banking information (e.g., account number, routing number, debit card number, credit card number, CVV, etc.) on a recorded call, mask the call to not capture banking information 

FYI - 

Call Masking is not required when cs payment is saved on acct and Caller is providing the last 4 digits of the banking information.

500

Yes 

Are you required to ask customer if they are authorized on the bank account? 

Submit Pay by Phone Payment in iCAP

Yes

• Are you authorized on the [bank account/debit card]?

1. The following response must be answered to be eligible to proceed.
   1. The Customer/Co-Borrower must be authorized.

FYI - All callers must be authorized on the bank account

VAP

100

Yes or No

If any number is marked as DNC or invalid is that a VAP Trigger?

KMS Article:

Verify Address and Telephone Numbers - Customer Service and Lease Experience

Yes

Any number is marked as DNC or Invalid is a VAP requirement

200

Yes or No

If cs did not receive a document that was mailed to them is that a VAP trigger?

KMS article:

Verify Address and Telephone Numbers - Customer Service and Lease Experience

Yes

• When The Customer did not receive a document that was mailed to them (e.g. billing statement, lien release, etc.) that is a VAP requirement

300

How many digits of the phone number can you provide?

KMS article:

Verify Address and Telephone Numbers - Customer Service and Lease Experience

or

Table of Telephone Based Privacy Violations

2

• Do not read any part of the address or more than the last 2 digits of the telephone numbers to the Customer/Co-Borrower.

400

When the customer notifies that they have relocated or moved is that a VAP Trigger?

KMS article:

Verify Address and Telephone Numbers - Customer Service and Lease Experience

Yes

• Upon notification that the Customer has moved you must VAP the account

500

What does VAP stand for?

KMS article:

Verify Address and Telephone Numbers - Customer Service and Lease Experience

• VAP is the Verification of Address and Phone Numbers.

Privacy

100

When caller is authenticated in IVR how do you verify the collateral?

KMS article:

Apply Privacy Requirements Inbound and Outbound Calls - Universal

1. It is not mandatory to proceed but an attempt must be made to verify collateral by stating:
   1. TFS/LFS: year and model of the collateral.

200

When caller is unauthenticated in IVR how do you verify the collateral?

KMS Article:

Apply Privacy Requirements Inbound and Outbound Calls - Universal

1. It is not mandatory to proceed but an attempt must be made to verify the collateral by asking:

   1. TFS/LFS: The year and model

300

True or False:

Can you provide the email address or username to customer?

KMS

Table of Telephone Based Privacy Violations

False 

1. Reciting the website usernames, email addresses, and/or passwords.
   • Do not disclose missing components of an email address to any Party.
   • An email address domain name (e.g. Yahoo, Hotmail, AOL) can be provided to an authenticated Customer.
2. An email address domain (e.g. Yahoo, Hotmail, AOL) can be provided to an authenticated Customer, if requested.
3. 
   
   

400

True or False 

Can a caller with extended verbal authorization make changes on the account? 

Apply Privacy Requirements Inbound and Outbound Calls - Universal

False

1. 
   
   1. Callers with an Extended Verbal Authorization (i.e. once authenticated) Allow the Third Party to discuss the account, however they cannot make changes to the account (i.e. extension, deferral, due date change, LME, update address) without a signed POA by the Customer.

500

What document must 3rd party have to make changes on the account?

KMS article

Apply Privacy Requirements Inbound and Outbound Calls - Universal

Acceptable Types of Written Authorization - Universal

a signed POA or similar document 

Bonus Round

100

What KMS article would you use if the customer request their account number?

What Needs to be Verified to Provide Account Number to Customer? - Universal

200

What verification steps must be asked in order to be eligible for a refund request?

Provide the following Verification Points:

Ask the Customer/Caller:

• Verify if request is a refund or cancellation?
• Confirm payment amount and date.
• What are the last 4 digits of your SSN?
• Are you an Authorized Signer on the bank account?
• Has the payment been disputed as unauthorized?
• Has a stop payment been placed on the transaction with your bank?

300

True or False

Is a DM form 5517 is needed to adjust payment to principal?

Submit a Financial Change

False

 Principal Only Request

1. Do not submit DM Form 5517.

400

For a Retail account and the customer request to move the payment to the end of loan, what KMS article would you use?

Approve / Deny Request for Retail Extension iCAP - Universal

500

How long can you have a caller on hold before you must check in? 

2 minutes

• Update the Caller of the hold status every 2 minutes.

Properly Place a Caller on Hold - Universal