LOC
The state a flex loan is in..
What is Tennessee
True or False: An Installment customer must provide an alternate payment method before they are allowed to revoke ACH
What is False.. (Their default will simply be set to paper check).
A place to find all policies..
What is the wiki
Hearing a customer demand to speak with this specific person is a signal to listen closely for a complaint.
Who is a Manager..
This is the email address provided for customer communication only regarding bankruptcy.
What is BankruptcySupport@Cashnetusa.com..
If a Collections customer wants to pay off an existing arrangement, the associate must ensure they do this first
What is cancel future payment tasks..
To reinstate auto-debits for an Installment loan, the request must be made before this specific time on the day before the due date.
What is 5:00 PM CT..
This is the specific definition of revoking ACH authorization.
What is when a customer states they do not want Enova to debit their bank account anymore..
True or False: Every statement of dissatisfaction made by a customer is considered a complaint.
What is False (The customer must explain how we acted incorrectly and be meaningfully affected).
A bankruptcy refund is only considered "due" if the customer was debited on or after this specific date.
What is the filing date?
This is what we can offer a hardship customer if they are unable to make their upcoming contractual statement payment if they meet criteria
What is a Skip-A-Statement
The number of states we currently issue installment loans for..
What is 3 states
To avoid a violation, an associate must call in to report an absence no later than this many hours from the start of their shift.
What is 1 hour?..
This acronym refers to expressions where a customer alleges Unfair, Deceptive, or Abusive Acts or Practices.
What is UDAAP..
If an unauthorized 3rd party calls to notify CNU of a bankruptcy, the wiki instructs associates to use this specific scenario as a precaution.
What is accept the information and follow scenario 4..
The number of states we currently issue line of credits/Flex loans in..
What is 10 states
If an Installment customer is 1–2 payments past due and in hardship, they are eligible for these 2 options.
What is 50% waiver, and a relaxed or flexible payment plan
If a representative does not call in but still shows up to work late, they are in violation of this specific policy.
What is the Call-In Policy?..
If a customer's interaction involves both a complaint and a refund, the associate should use this many notations.
What is One.. (The "Shared: Refund Request" notation covers both if details for both are included).
When executing a C&D, associates must flag these two specific pieces of contact data as "Bad."
What are phone numbers and email addresses..
To provide a LOC customer an EPO it must be set no later than this.
What is the current cycle close date
The max term of a CAB loan
What is 180 days.
These are the three primary "buckets" or categories that Corrective Action falls into.
What are Performance, Conduct, and Attendance..
A complaint is defined as a communication from a customer or third party expressing these four specific things.
What is dissatisfaction, material distress, inconvenience, or financial loss..
According to the FDCPA, once a C&D is received, we can only contact the customer to notify them of these.
What are specified remedies (legal actions/debt termination notices)?