CARD
Can you send a intracycle update for a settled account ?
No
transfer to auto customer service
How do you handle fraud home inquiry?
Provide Mortgage Correspondence address and advise customer to send copy of their credit report with the request to mask the inquiry
How do you handle a call when caller comes through high risk authenticated?
Acknowledge that they were authenticated through the system and proceed
Are you able to submit a rush letter request for tradeline deletion?
No, you have to resubmit tradeline deletion case.
Can you provide the account number to the PCM if they are high risk authenticated?
What are two ways to create a work card?
through quest and cbsu assistant
How do you handle a Chapter 13 bankruptcy not reporting for filer?
Loan will not report going forward
Do you authenticate AU calling for account information?
Yes
How do you identify and handle a pollinator?
Several authorized users added to account regularly or in short period of time. Authorized users removed from account, typically within 30 to 60 days after being added Authorized user with different last name or no identifiable relationship to primary customer. Fill out BSS form
How do you handle AU deletion when AU provides full account number?
pulled bags, provide options for reporting when removed, advise on reporting and submit CDV.
When do auto loans report?
Business day after due date
How do you handle Chapter 7 bankruptcy not reporting for filer?
Verify if loan was reaffirmed if reaffirmed send case. If not reaffirmed loan will not report again.
How do you authenticate a private bank account?
Full SSN, DOB, Address
How do you handle a call when caller states they are recording?
Continue the call, be courteous
If an account was applied for and closed before initial report would it reflect on the report as a closed account?
Yes
If auto specialist is calling in stating customer is disputing late reporting and but payment was made late do we take the call for research?
No, we would advise to connect with auto escalations for payment research
What happens when a borrower misses first payment when forbearance ends?
All payments during forbearance will be reported late.
If you authenticate PCM and AU joins the line do you have to preform authentication for AU?
If you receive verbal confirmation that you can speak in regards to the account no additional authentication is required
When would CBSU specialist send a fraud reage request?
If all charges have been reversed, there is no other balance than transactions disputed and reversal on late reporting is not done.
For AU resume reporting what is the time for case completion?
30 days for case completion, letter 7-10 days after case completions, reporting 30-60 days from case completion
Once maturity date hits will the borrower be able to make and previously missed payments or fees at the typical due date?
Maturity date is the final date to make any balance due.
What two scenarios can cause a higher balance reporting than what is listed on MBWS?
Balloon payment, payment made after reporting date
Do you have to verify AU was on account if they stated they were removed and would like to discuss reporting after removal?
You would need to pull up account verify that it is not a same/similar name scenario and then discuss options.
How do balloon payments work?
Borrower would have skipped payment(s) that are moved to the end of the loan