Disposition
Customer stated that she made payment already however the payment did not go through therefore the account is still in a past due status and caller disconnect call
No Terms
If customer gives you a nick name to the name on the acct can you go ahead with the call?
Yes
Why is it a compliance when the Mini Miranda is read after stating account?
Because that will acknowledge that the customer has an account with us before we can verify any information
Third party calls in to make payment on the account with his/her ACH. What is the process?
Send to IVR 2 times, if not updated update manually
Process with NACHA, process payment and delete the ACH off file once done
Tp asked why do you guys keep calling me and my account is caught up.
Cease & Desist
If a third party calls in that they want information from the acct what must be done?
Confirm the name of the third party
Confirm the name of the person they are calling on behalf of along with the account holder ssn/dob
Ask if the account holder is available to speak to give an authorization
Place third party in !coll if authorization granted
When reading the NACHA and a mistake has been made we can proceed with processing payment. Is it a compliance if yes why? if no why?
Yes,
Because it must be read Verbatim
Customer is at a dun 6 and wants Late Fee waiver. What are your steps to be taken?
Check account for qualifications
What steps should be done if a customer declines to make a payment after amount is given?
Mention banking on file (if available)
Top-down negotiation
Offer Late Fee waiver (amt due/past due)
move to current minimum
offer Dun Bucket
Post date payment
I just made a payment on yesterday for $75.00 thru the app
Misc
Am i Speaking with Kenya Jone
Customer stated what do you need? Should the agent proceed with the call and why?
What should be done?
No as you are not sure who you are speaking with
Adv third party not able to disclose any information without proper identification
Am i Speaking with Anisha Mora
Customer stated what do you need agent proceed with call
Is it a compliance and why?
name was not verified and information was given
If you remove more than the approved amount of late fee what should be done?
Advise the customer that an additional fee that was not approve was waiver and create the FC-Debit late fee and ic request ticket
Customer's amount due is $120, past due is $75, current minimum is $45 due date is today. Customer stated "I cannot make a payment to my account at this time for the amount due. The most I can do is $30. What is your next move?
Advise the customer of the due date and that lf will be applied if the amt due is not paid. Attempt to secure the amount due at least, offer lf waiver, if not take the $30 and attempt to post date the remaining and give customer an update
Am consolidating so no need to call me
Debt Settlement/CCA
It is MANDATORY that you give information to someone that is not listed in the !COLL.
No
Yes as we need to confirm if it is an active card
what is the meaning of the following abbreviations in cycle to date pending authorization:
MA
MC
MD
ME
MI
MA - Purchase
MC - Return or credit
MD - Transaction declined
ME - Purchase approved over credit limit
MI - Payment
Customer that she will make payment in store for the balance and agent courtesy closed call. What should have been done?
nt could have probe to make a secure payment over the phone, if customer insisted, agent could offer lf waiver as a tool of negotiation, if customer insisted, agent could probe for a date and save as an unsecure promise and advise customer lf can still be removed with a ticket within the system
You are calling his work number where he is not able to get personal calls
Wrong Number
I don't want to give my SSN or DOB over the phone because am not sure who you are. What else can be used?
Banking information(if already on file) last 4 digits of bank account number or debit card
E-mail address (if already on file)
Recent purchase date (within five days of actual)
Recent statement balance (within $50 of actual)
Method of recent payment
Recent purchase amount (within $50 of actual)
Location of last purchase or payment
How many states is the Mini Miranda REQUIRED to be read for? List the states.
9 states
California (CA)
Connecticut (CT)
District of Columbia
Hawaii (HI)
Iowa (IA)
New York (NY)
North Carolina (NC)
Oregon (OR)
Vermont (VT)
When should a late fee CIMS be created on the account and why?
How long does the CIMS take?
Payment that will be made in stores/online/mail, because it is an unsecure method and not sure if the payment will be made
2 days after the payment has been received
Customer stated that she will make payment on her own as she does not want to give her information over the phone. What should be done?
Advise the customer that we already have banking on file and it is free of cost as a one time payment