Payments
How much time do we need to disable an AP?
3 Business Days
What is the document called where a customer can see their issuance information?
Final TIL
How much is a late fee?
$10
Where do we find notes?
SHAW
What does PCL stand for?
Personal Credit Line
How much time to cancel a One Time Payment?
1 Business Day
Where do we transfer a pending application to?
Customer Service
How many days late can a customer be before getting charged a late fee?
15 Days
Where do we see if AP is enabled?
Payment Drafts
Name 4 products that Upgrade offers
Personal Loan, PCL, Credit Health, Secured Loan, Auto Refinance, Rewards Checking
4 Steps for FDAP?
1 - Disable AP
2 - Schedule OTP
3 - Input FDAP info under Actions tab
4 - Use FDAP common phrase
What information do we need to authenticate an inbound call?
First and Last Name, DOB, Last Four of SSN
How many days can we push due date forward or backwards?
15 Days
Where do we see payments made online?
ACH Holdings
How long do we put a customer on hold before checking back in?
2 Minutes
What kind of payment does not apply to interest at all?
Principal only payment
How do we verify a customer's info if there is a discrepancy (DOB, SSN, etc.)
Fraud Review in VQ
What is the term for daily interest charged?
Per Diem
What tab do we use to add an authorized third party?
Contacts
How many products can a customer have with us at one time?
2
How many times total will representment run on a returned payment?
Twice
What is the first thing we do when a customer informs us of a Bankruptcy?
Cease and Desist
How much time do we need before the due date to submit a due date change request?
3 Business Days
What is another term for the Issuance Date?
Contract Date
What disclosure do we need to read on an outbound call?
"This conversation may be monitored and recorded"