Call Transfers
What is the arc when transferring a call to First Response?
( WS) First Response Call Xfer
What is the arc when scheduling a payment for 03/10/24?
(EP) Epay
You make an outbound call to cm Sam Ellison and Sam tells you he's homeless, expecting this to last longer than a year and he's not sure when he can make any payments. How would you arc this?
This is a double arc scenario ( NO PTP + Destitute)
Janey calls in to cancel the e-pays that were scheduled by a different specialist and does not want to schedule anything further with you. How would you arc this?
(CE) Cancelled E-Pay
Cm calls in to schedule $200 today and $200 every 2 weeks for the next 3 months. How would you arc this and for how much?
(PE) PTP Via Epay $200
What is the arcing when transferring a deceased account to Estates? (The deceased toolbox info was filled prior to receiving this call)
(WT) Transfer per prompt or other unit
What is the arc when scheduling a payment between today and the next 10 days?
(PE) Ptp via epay
What is the arc/arcs when you are performing a rep by atty with/without the atty details?
(ES) Escalations
Jela calls in and stated she would like to make her TAD payment today but she no longer wants to be called after 5pm permanently. How would you arc this?
This is a double arc scenario ( PTP + Inconvenient Day/Time
You made an outbound call to cm Milo. After securing the TAD, Milo says to stop calling him. How would you arc this?
This is a double arc scenario (PTP + Cease and Desist)
What is the arc when transferring to CCA?
( On Program ) Referral to debt management
What is the arc when getting the when, amount, and method between today and the next seven days?
(PM) Promise to pay {Non E-Pay}
What is the arc when a customer says, "Stop calling me"?
(VM) Verbal C&D-MailOnly
A cm calls in and states they received a letter stating they're past due. When you look at the account it seems that the past due letter we sent intertwined with the date they made the payment and the account is actually current. How would you arc this?
(Bi) Basic Inquiry
A cm's mom called in to let us know that the cm has been in jail for the past 6 months. There is no OKTT or POA on file. How would you arc this?
(IC) Information collected from 3rd party
What do you arc an account that is set up on BLP or CCA and you weren't able to get a promise?
(NQ) - No Promise to Pay - RSL
What is the arc when scheduling a payment within someone's window?
(VP) Verified Promise/Payment
What is the arc when you have finished filling the deceased application in the toolbox?
{On Program} (DC) Deceased
If you call a customer and they hang up when you say, "I see an amount due of $526.39 and I'm calling to set up a free payment to bring you back up to date." How would you arc this?
(NP) Np promise to pay
If you get an inbound or an outbound call and an unauthorized third party starts telling you that the card member has been on bed rest for several weeks and won't be going back to work for another month and a half. What would you arc the account?
(IC) Information collected from 3rd party
What is the arc for CAT transfers?
No PTP + CAT Call Transfer
What is the arc when you are not able to schedule or wam a payment on the account?
(NP) No Promise to Pay
What is the arc when you have successfully obtained the case number or the chapter number and the file date for bankruptcy?
{On Program} - (BK) Bankruptcy
If you are speaking with a cm, and they ask you to go into their mrc but you do not collect a payment on the second account, what is your arc?
(MA) Secondary MRC Worked
You call a card member and once you finish your into they hang up. What is your arc?
(HC) "Hang up by CM"