State Regs
Call Monitoring Disclosure Adherence.
Outbound call in the state of Pennsylvania.
Does Apply
Account Fee Adjustment
If specialist stated they will submit an exception for a late fee reversal, would you score Y, N, or N/A?
Score would be a Y.
Where do you find the template to send a professionalism email?
CMT Cheat Sheet
What do you do if you have a scoring question about a call?
Send an email to the CMT Mailbox.
Specialist failed to disconnect from the call and stay on an open line 20 seconds or greater after leaving a voicemail, per CCB Scoring Guidelines.
Professionalism
-Customer Interaction - Call Avoidance (staying on mute, waiting for customer disconnect, transferring call to other department or VRU to avoid handling, disconnecting from/releasing the call, etc.)
State Reg - Debt Collection - Did not identify themselves or the bank appropriately per state requirements.
What state was most recently removed from this state reg? (DYK 12/1)
New York State
Complete and Correct Information (Telling)
When stating account payment information (i.e. amount due, amount past due, received/returned payments) only critical if ______ is not correct.
Whole Dollar Amount
______ where the Specialist fails to greet the customer: It will not be a fail if the Specialist clarified the silence by stating language similar to they were coughing, sneezing, speaking on mute, etc.
What are the duration requirements?
20 Seconds or greater
How long do you have to dispute an accuracy alert that you've received?
If you have an opportunity above and wish to dispute it, please send an email to the Call Monitoring Team mailbox within the next 2 business days.
Although the conversation identified we were speaking with the customer, the specialist failed to verify the customer’s suffix, per Chase Answers 28337.
Correctly Authenticate Caller
State Reg - Debt Collection - Called the customer outside of the allowable hours of communication as specified by state requirements.
iSearch outbound call in the state of Colorado.
Does not apply. CA #28336 Will only apply to manual OB calls.
Correctly select and apply codes.
Customer stated - "I will pay $100 online through my bill pay on Friday." Is this a valid promise?
Not a valid promise. Customer must state 'this or that' or give an exact date for a valid promise to be placed on an account. (DYK 12/1)
_____ Fails to greet/acknowledge the Customer, staying on mute, waiting for customer disconnect, transferring call to other department or VRU to avoid handling, disconnecting from/releasing the call, etc.
What are the Duration requirements?
No duration requirements.
What do you do when a the call flow does not match the specialist's LOB listed in your tracker?
Send an email to CMT Mailbox.
* LOB/Hierarchy mismatch - Specialist appears to be working in unit other than what is listed in tracker. (EX: Tracker shows Loss Management but calls are Estates unit, etc.)
* Reassignment Needed - Unable to work assigned unit (EX: Specialist is in Spanish unit, not trained in Spanish)
Specialist failed to place ARC code "CN" on the account for inconvenient day or time request, per Chase Answers article #28134.
Workflow and/or Procedure (Doing)
-State Regulations not followed Inconvenient Place/Day/Time request - appropriate documentation (ARC/Code and Memo) (All states)
State Reg - Debt Collection - FDCPA Disclosure (Mini-Miranda)
Mini Miranda is required when communicating with the Customer/authorized party in which states?
Connecticut, New York City (Bronx County, Kings County, New York County, Queens County, and Richmond County) and North Carolina
Memo/Note
Memo added to account does not reflect/match the conversation with the customer only critical if memo _______.
Is required per procedure and impacts account handling.
What is one of the Customer Interaction Exceptions that WOULD NOT be considered a professionalism fail?
• Specialist can use non-chase websites to assist the customer (i.e. search company, phone number, etc.)
• Exception for responding to non-work Lync/Skype: (1) Answering a work related question (2) Indicating unable to talk right now
• Navigating/using: Chase Systems (i.e. TAS, eSP), work related email, internet to assist the customer, CBT or NICE
Reasons as to why a dispute for an accuracy alert SHOULD NOT be submitted.
- Coaching errors
- Questions/Clarifications
- Additional training request
- Data Entry errors
Specialist proactively solicited a post-dated payment in a restricted state of Massachusetts. Customer already informed that they will make a payment on Wednesday.
State Regulation Adherence
-State Reg - Debt Collection - Proactively requested/solicited a post-dated payment in a restricted state
Privacy Adherence - Details and Definition
Which of the following is NOT considered Personal Confidential Information?
-SSN
-Date of Birth
-Telephone Number
-Last Four Numbers of the Credit Card Number in the NACHA Disclosure
-Last Four Numbers of the Credit Card Number in the NACHA Disclosure
Workflow and/or procedures (Doing)
“Failure to follow proper steps when updating/cancelling a payment” and “Failure to verify if the caller is an authorized signer on the checking account….”
When does a specialist have to verify if the customer is an authorized signer on the checking account being used for canceling, updating, or submitting a new payment?
Any time throughout the call.
What information needs to be in the email for sent for a professionalism?
* LOB
* ARN/ECI (if applicable)
* Change you would like implemented and why
* How this will benefit/impact yourself and/or the department
* Research you have completed
How many sourced Webstats calls should be skipped before manually looking for a call?
Five
Specialist stated last four digits of checking account number as 2259 versus 2295 while reading the NACHA disclosure.
Complete and Correct Information (Telling)
-Disclosures/Disclaimers (NACHA)