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What happens if you set payments up for the 30th of every month?
Escalating payment beceause of Feb
During the conversation, the consumer shows hesitancy in setting up automatic payments and wants to mail in the payment. The AM should inform the consumer that MCM does not accept mail in payments.
False
Consumer stated that they have paid this already and then hangs up, what should you do?
Mark the account paid prior dispute
If a consumer says "send me a bill" what steps would you take?
Advise the consumer they can view all previously mailed documents online. You would not request anything to be sent.
What do we know about all consumers
No talk, No Pay, Go Away
You have 2 consumers numbers (husband and wife) and the wife is setting up payments with a debit card on both consumer numbers. Do you have to get 2 tokens?
Yes
True or False: When attempting to verify RPC, the person asks you to confim the year of birth. Since the person asked, you are allowed to provide this.
False
If the person you are calling says "Yes" to the first name assumptive and then hangs up without answering the 2nd identifier would this be a 3p or RPC?
RPC
If a consumer says "Don't call my number anymore" and then hangs up what should you do?
Mark the number do not call. This would not be a DMONLY because they said "number" instead of "me".
What are the 5 types of consumers
Pitcher, Dinky, Promiser, Avoider, Power Controller
what 3 things must you do when obtaining authorization to speak to a third party?
Provide the 3PA disclosure - "I need to inform you this authorization will be valid for 6 months or the duration of the payment arrangement"
Add 3p to related person
Document authorization
If a consumer has 5 accounts and during your pitch of the first account the consumer says "Call my attorney" and hangs up you should...
A. Add attorney tag only to the account that popped in composer
B. Add attorney tag to all accounts
**C. Add attorney tag at the consumer level
When setting up payments and the consumer says that they are on the bank account with their spouse but the debit card they are using has the spouses name on it, can you set up payments with that debit card?
No, you may use routing and account number though
What level tier is it if you do not give the SOL?
Tier 2
What is the TX pitch when it shows the creditor as MFL_MCM?
Your account is owned and serviced by Midland Credit Management, a debt collection company
Use the linked account pitch, HEAR the beep for consent, mark jurisdiction and cannot accept the email from a spouse
Name 3 reasons you would disable an email address
the current email address is incorrect
the current email belongs to the consumer’s employer
consumer does not use the email any longer
consumer states it is a shared email
What are the 4 things you need to do when you have a dispute/fraud situation before you let consumer off the phone?
Ask the consumer to verify the last four (4) digits of her/his social security number (SSN)
Verify the consumer’s current address.
Verify the consumer’s address provided by the issuer.
Advise the consumer the investigation may take up to 90 days using the script