QM COMPLIANCE
What must be verified before discussing account specific details on an OBC?
person's identity - name as it appears on the acct
What does WIIFM stand for?
What's In It For Me.
Sorry customer we do not accept partial pmts :(
False - we dont turn down no money !!
What statement is provided when customer request DNC on the acct?
"I will submit a request to remove this number from our systems. It may take 48 hours to process the request. I’m sorry for the inconvenience."
What's the KFA # for voicemails
866-344-5632
Name one thing that will result in an 8pt deduction under:
Communication Standards
Do not use statements that separate them from the company
- OR-
Avoid using company terminology, acronyms
Provide a diagnostic question.
- How much of the Total Amount Due can you pay today?
-When can you pay the Total Amount Due
-When can you pay the remaining balance of ___ ?
Authorized 3p doesn't need any verification ..
"I'm already on the acct DUH!!!"
FALSE - provide me with correct verification steps
Stop calling me at work! PDNC / FDNC / C&D
P-DNC
where is RELATED ACCOUNTS found in CRM
Contacts tab > related accts tab
How many points are deducted if you leave off demo verification?
-15pts
What are the 3 customer types?
UNWILLING, VAUGE, WILLING
Scripts are verbatim but disclousres you can play around with the wording?
False!!!!
READ THE STATEMENT
"I dont want to receive calls on this account, but you can call me on my Kia account" - F-DNC/ P-DNC/ C&D
F-DNC / propagate unchecked.
What does EPD stand for?
Early Payment Default
Name the article where you would find the following question, provide the name of the state upon arrival:
Identify yourself using your first and last name when speaking to customer's residing in ..
QM SCORECARD / Massachusetts
Give me a statement used to challenge a tentative voice for an unwilling customer?
- Sounds like you are unsure Customer .....
- You dont sound committed mr/mrs customer ..
- What is keeping you from being able to commit
"THIS CALL IS MONITORED AND RECORDED FOR QUALITY PURPOSES"
the above statement is Call Monitoring Disclosure
FALSE - INCORRECT VERIBAGE
This call may be monitored or recorded for quality purposes
3p says " they haven't worked here in years" on the primary's WORK NUMBER.
F-DNC / P-DNC / WRONG #
WRONG # - remove using case mngmt sr
What strategy # is POTS under ?
Strategy 1
What is the phone # to provide a 3p if they wanted to take a msg on a KFA account?
833-272-2421
Name a tool from the TOOLBOX that could turn Unwilling customer to WILLING?
Payment Deferral
Non-Debtor spouse can change customer information?
False -
I DONT WANT TO RECIEVE ANY COMMINICATION FROM YOUR COMPANY EVERY AGAIN?
F-DNC/ C&D / P-DNC
Cease and Desist
Calculate POTS using the method you've been provided .. how many days are POTS today?
98 DPD