Compliance
"This Call may be monitored or recorded for quality assurance purposes
What is a QAD
Measurement of how close you follow your schedule
What is adherence
This is the Upgrade library containing how to handle all varieties of situations.
What is confluence?
Slack button used for escalated requests
What is the Sup/TL Request button?
This is an attempt to collect a debt any information obtained will be used for that purpose
What is the MM
90%
What is the Upgrade adherence goal
Call direction, caller details, authentication, Contact information confirmed, reason for the call and action taken
What call information should we notate each time?
Type of request we enter to allow customer's to add a credit card to their account
What is an add BIN request?
8am local time to 9pm local time
What are call times?
____ _____ can potentially change based on business forecasting needs.
Break Times
They, them, their, applicant customer
What acceptable ways can we refer to customers in notations? (Avoid using he, she, him or her)
Form we use if a customer is claiming we misreported their credit.
What is a Credit Dispute Form?
Over 30 days past due accounts not in bk
What accounts do we read the MM for?
Your schedule can be located under this tab...
Activity Tab
Voice of caller does not match profile of applicant
What to notate if you suspect impersonation?
What is the Servicing Requests Response Form?
This is the new application that emails are routed to
What is Zendesk?
Activities that remove you from your regular schedule for greater than _____ should be escalated to your supervisor in real time for adjustment.
What is 30 minutes
Customer's full SSN or bank account; caller's identifying characteristics
What are items we shouldn't notate?
Form we utilize when a customer has more than one account with the same phone number on it.
What is the account merge request form?