ACTION CODES
When speaking to a customer who has an existing PTPM on file and is confirming the arrangement
WHAT IS PTPC?
Must be completed prior to offering a settlement offer
Underlying Circumstances & Review for Offers
WHY DID THE ACCOUNT FALL PAST DUE?
WHAT IS RFD
You acknowledge the client's complaint and educated them, and no farther action is required by the bank. Is this considered resolved?
Yes
HOW MANY CHILDREN DOES LAURIE HAVE?
2(BOY AND GIRL)
When speaking with a third party or spouse who informs us the customer is deceased.
WHAT IS DCSD?
Must be read after completing Underlying Circumstances and before Review for Offers
Total Household Income (THI)
When should you develop a call?
When the customer can't pay Balance in Full today.
what if the client expresses multiple complaints across different accounts during the call.
You must restart the CQC session and select a new account for a new complaint.
WHEN IS LAURIE'S BIRTHDAY?
4/26
When a right party contact refuses or is unable to verify information required for authentication and no other conversation occurs.
WHAT IS NOAR?
What should we ask if the customer cannot accept the initial offer.
How much are you able to pay monthly?
Why is development important?
So we can understand the customers financial situation and provide the best solution
You're unsure if the complaint was auto-captured. Where do you go to confirm it was?
What is Complaint history in CQC?
HOW LONG HAS LAURIE BEEN WORKING FOR BANK OF AMERICA
23 YRS
WHAT ACTION CODE DO YOU USE FOR AN ACCOUNT YOU PULL UP IN UCRS THAT IS UTD?
NOAR
Options in Underlying Circumstances that will not provide a settlement offer
Oversight or Unable to Obtain
2 probing questions when the customer stated they had a reduction in income
How would you define resolution?
No additional action from the bank is required
WHO IS LARIE'S PARTNER NAME?
BERNIE
Select to remove invalid phone numbers from the primary, business and alternate phone number fields on an account.
WHAT IS WTNR?
Terms for customer settlements
1,2,3,6,12,18,24 or 36
Three components we need to understand
Ability, Stability & Willingness
What is a repeat complaint?
Should you capture repeat complaints?
If the same concern has been tracked earlier that day by another associate.
Yes
WHAT IS LAURIE'S REAL FULL NAME?
LAUREN KAY SANDLER