DISCLOSURES
Name a mandatory disclosure aside from ACH Payment, Repeat Payment and Credit Line.
Account Closure, Balance Transfer, Additional User, TCPA, Marketing, Companion Accessibility (Disability Assistance workflow), Rewards.
How long does a new card shipped in REGULAR mail takes to deliver?
7-10 Business Days
We should always follow the "Business Days" format for card deliveries.
Fun Fact: Our cards are generated from a facility in Georgia.
Card member would like to close an account. What workflow do you need to launch?
Account Closure
Card member needs to verify the last 4 digits of the card and team member needs select the reason for closure which the card member should provide before reading the mandatory disclosure. We will transfer the call to Retentions department ONLY if the workflow says so.
Where do we transfer calls with AARP, JetBlue and Hawaiian cards?
US CARE
It can be found on AWS Quick Connect or Salesforce Toolbar. Look for Queue US_CARE_AARP_JB_HAWAIIAN
Name one of our payment options.
ACH, Mailed, Western Union
You have completed setting up a Travel Notification. In the disclosure, what are the contact information you need the card member to verify?
Phone Number and Email Address.
For phone number, it should always be the mobile or home and never the work phone.
For email address, it should always be the primary; not the alternate email.
How long does an ACH Payment takes to post?
1-2 Business Days or Approximately 2 Business Days.
What is the name of the workflow used to process a one-time scheduled payment?
Pay Credit Card
Workflow for recurring payments is Repeat Payments.
If a card member requested for a manager or supervisor, in what queue do we transfer them?
CARE RESOLUTION
It can be found in Salesforce toolbar or AWS quick connect. Look for Offshore Resolution queue
What is the link for Barclays' website?
Formerly known as barclaycardus.com which is no longer used. Do not provide this to the card members as this may be removed at any time without prior notice.
Complete the ACH Payment Disclosure:
"Payments made on your due date, may be subject to a late fee and _____________________."
...deducted from your available credit
This is a mandatory disclosure which means we should read it in verbatim or word for word. Adding or removing even a single letter will still result to an AUTO-FAIL.
What time zone do we follow for Barclays US?
This is important when setting expectations about payment posting, due date reminders and when providing working hours of an internal department
Eastern Standard Time
It should always be emphasized. It would be a quality markdown if not.
You have completed the Additional User workflow but there's another workflow that you need to complete. What is it?
Card Request workflow.
A new user was added so we need to send a new card which will be sent to the primary mailing address.
What does the first C in CCCS means?
Consumer
Consumer Credit Counseling Services is a payment program offered for card members in need of financial assistance. It can be accessed through Customer Assistance workflow.
Name a segment aside from Retail.
Accommodations (Wyndham, Princess)
Airlines (JetBlue, Aadvantage, Lufthansa)
Branded (Arrival, View & Finance)
Consumer Lending (Loans)
Cruise (Priceline, Carnival)
Fees & Finance workflow isn't mandatory so we can always personalize the script but all the key points should be mentioned, especially the bulleted reminders.
If one of those bullet points were missed, what Quality parameter did we fail?
Persistence 1.03 for 5 points
A duplicate complaint is considered if a new complaint case was created while there's an existing case for the same reason created within _________?
6 months
Just add notes on the existing complaint case.
What does this workflow means?
OCAMs
Order Copy of Account Materials
We use this workflow to send documents that card members are requesting such as Account Closure letter, The Card Member Agreement, etc.
If they ask for a statement copy, follow Statements workflow.
Internal departments require a WARM Transfer. A warm transfer requires a conference and a formal introduction of the card member to the receiving party.
However, Some departments like Security, Credit, Collections, etc. accepts a COLD Transfer due to long wait on the queue.
The question is how long is the maximum wait time on the queue before we can consider a COLD Transfer?
2 minutes
Counting starts from the moment the queue was clicked and a transfer whisper can be heard. Inform the card member that we are transferring the call but they need to stay on the line and add notes on the account memos.
Exceptions:
1. Spanish - we always do cold transfer even if you can speak or understand Spanish
2. Resolutions - We don't follow the 2-minute rule when transferring to Resolutions. If the wait time is high and no one picks up after 90 seconds, follow COMPLAINTS guidelines and setup a manager callback
Name this United State.
RI
Rhode Island
Rhode Island is the smallest state in size in the United States and the cost of living is 13% higher than the national average. The average monthly cost of utilities in Rhode Island is around $439
Whenever we update the consent of a phone number, we always go through the TCPA consent disclosure which is mandatory. One word on the script is not verbatim to the disclosure, please tell us what word it is.
"Please note standard text messaging and/or calling charges may apply. For additional information on how your phone number may be used, please refer to the terms and condition of your account."
Condition
It is written as "Conditions" so it should be read as it is written.
If my cycle date is every 20th of the month, without looking on the account, what do you think is my due date?
Every 17th of the month.
Logic on the calculation of due date is 3 days less from the cycle date.
Card member has a disability and when she called in, she was assisted by a Relay Service agent from Purple Video. We need 2 information from the relay agent, what are these?
1. Agent Name or ID
2. Relay Service or Company they work for
These details should be added in the account memos.
Barclays uses credit reference agencies to make lending decisions. We use the information from these agencies along with information from the applicant, to calculate a credit score.
We have 3 credit bureau agencies, name at least one.
TransUnion, EquiFax, Experian
Fill in the blank.
Hint: 2 words
_____________ occurs when you carry a credit card balance from one month to the next. It builds up daily between the time your new statement is issued and the day your payment posts. Since it accrues after your billing period closes, you won't see it on your current statement.
Residual Interest a.k.a. Trailing Interest