General
Signs of risk to CNH such as straw purchases are known as:
What are Fraud Red-Flags?
The payment option that CNH pulls full payment on the due date.
What is Automatic Payments (APP)?
When an address is changed in DM, the address change letter is sent to this/these customer address(es).
Where is the old and new address?
A request to add an authorized user must be made by:
Who is the Accountholder?
Time frame to MMA an account due to a payoff.
What is 2 months after payoff effective date?
Agents are usually customers only contact, when possible agents should strive to deliver:
What is first call resolution?
An agent must read this prior to completing the payment by phone.
What is the payment confirmation script (NACHA script)?
The department that can update the address for an account under 30 days past due.
Who is Contact Management?
The person(s) able to discuss the Productivity Plus account.
Who is the Accountholder and Authorized Party?
The department that approves/denies the release of co-buyer or guarantor from a loan or lease.
Who is Underwriting?
For the Servicemembers Civil Relief Act (SCRA), the maximum interest rate allowed is.
What is 6% interest?
When taking a payment by phone and the name on the bank account does not match the callers name, you should ask this:
What is are you an authorized signer?
Information that is not to be included in DM comments.
What is Non-Public Information (NPI)?
Process that can be done once a year.
What is a Cycle Date Change or Cycle/Due Date Change?
Customer equipment disputes should be referred to.
Who is the brand. (Other acceptable answers are customer care or customer relations)?
A new party joins an existing call, prior to discussing the account, the agent should disclose this:
What is the recorded call script?
An overage of $1 or more are returned to the customer after this many days.
What is after 20 days?
The four pieces of information for third party authorization that is required.
What is the name of the authorized party, the account number(s), duration of authorization and the type of information that is authorized?
The two places that require a physical credit card.
Where is California & Quebec?
Per the payment hierarchy, the first item to be paid on a retail loan is.
What is interest?
The department that handles customer claims that there was an unauthorized inquiry on their credit bureau.
Who is the Compliance Department?
APP is suspended after this many consecutive NSF payments.
What is 2?
In DM, agents should document third party authorization here.
Where is Customer Centric?
Provide the three reasons to request a new account number.
What is lost, stolen or compromised card/account information?
For a Transfer of Lease due to a divorce, a copy of this is required.
What is the divorce decree?