Read The Account
What is the past due balance on this account and what needs to be done to ensure the correct amount is set up?
(Account Reading 2)
The past due balance is 1179.61.
Because $344.91 of it is already set up into a future payment, you need to schedule payments on $834.70
You get this customer (WAMO2) on an outbuond call. She says she can't make any payments and doesn't know when she'll be able to again because she's been out of work for 2 months and doesn't have any source of income. What are your options (per company policy)?
a) offer to revoke ACH and put her in hardship status
b) offer 4 payments of approx 177 starting 2 due dates out and skip her next regular payment if she can do $50 today
c) offer a 50% settlement because she's in hardship
d) submit a complaint and let her know management will call her back to discuss lowering her payments
e) offer 4 payments of approx 189 starting May 3rd in addition to her regular payments
f) offer a balloon payment plan 50 50 100 100 200 200 58.46 on her next pay dates in addition to her regular payments
g) none of the above
b) offer 4 payments of approx 177 starting 2 due dates out and skip her next regular payment if she can do $50 today
e) offer 4 payments of approx 189 starting May 3rd in addition to her regular payments
f) offer a balloon payment plan 50 50 100 100 200 200 58.46 on her next pay dates in addition to her regular payments
What template should you use on EVERY SINGLE complaint to make sure you're including all the necessary information?
Have one member of your team copy/paste it into the chat.
The Complaint Template:
Description of complaint:
Steps taken to resolve/explain the issue:
What business process was followed?:
What current expectation does the customer have?:
Did you send any follow up communication to the customer regarding the complaint?
Was complaint form completed?:
When the customer files a police report, what 3 pieces information needs to be included in the report? (You can make 4 guesses)
-Our company name "CashNetUSA"
-Their account ID number
-Their bank account and routing number (if the bank account was compromised aka involved in their account with us)
On an unsecured OB call, the person you're speaking with says "stop calling me!" and hangs up. What should you do?
Flag the number you called
What is the past due balance on this account and what needs to be done to ensure the correct amount is set up?
(Account Reading 1)
The past due balance is $222.96.
The account is currently overscheduled. To ensure the correct amount is set up, you need to read the notations to determine why too much is set up. Because ACH is on for her upcoming payments, you need to reduce one of the upcoming payments by $1.93.
This customer (WAMO1) calls in and says his payments are too high and he can't keep making such high payments. You do the call flow and find out he is paying child support and his employment info is all accurate. Which of the following are options to offer the customer?
a) offer to revoke ACH if he sets up a payment arrangement so the regular payments don't debit automatically
b) offer to move his regular payment off of 04/05 if he says he can do the whole past due then
c) offer to break his past due into 4 biweekly payments of 112.50
d) offer to break his past due into 6 biweekly payments of $75
e) offer him a balloon payment plan if he pays $50 today you can do 3 biweekly payments of $25 and one final payment of $325
f) offer him a 50% settlement on the full account balance because it's hardship
g) offer him a 25% settlement on the full account balance so the payments are a lot lower
h) offer to change all his payments to $100 per month while he gets caught up
i) none of the above
c) offer to break his past due into 4 biweekly payments of 112.50
d) offer to break his past due into 6 biweekly payments of $75
e) offer him a balloon payment plan if he pays $50 today you can do 3 biweekly payments of $25 and one final payment of $325
(b is not correct because you shouldn't offer to move a payment unless the customer asks you to move it)
The customer calls in and says "the last person didn't tell me I would have 2 payments today! I need you to refund one of them.
(1) How many notations should you make?
(2) What activity code(s) should you use for each notation?
Answer both questions correctly to get the points!
(1) one notation
(2) Shared: Refund Request
The customer says they never applied for this account, so you ask for their email to know where to send the ID theft email. Then they ask you what email is on file so they can figure out who applied for them. What should you do?
Let them know we are not able to provide that information because if they run their own investigation and something happens to them, we are liable. Advise that if they want an investigation, filing a police report is the next step.
Is there anything special you need to do (in any bankruptcy scenario, including scenario 1) when the caller has a line of credit?
Forward the account to an SM so they can lock the draw (or lock it yourself if you can).
What is the past due balance on this account and what needs to be done to ensure the correct amount is set up?
(account Reading 3)
The customer has a past due balance of $0.00 if the 03/22 payment clears.
You don't need to set up anything unless she needs a follow up for due date adjustment.
A Line of Credit has been called due for 200 days days. The customer has a balance of $2400. He says he can only pay $100 per month because they cut his hours at work from 40 down to 30. You do the call flow and find out he has pay dates biweekly on Fridays. Which of the following are offers you could make to the customer that follow company policies. (assume the first payment in each arrangement is on the customer's upcoming pay date)
a) 4 biweekly payments of 600
b) 10 monthly payments of $240
c) 10 biweekly payments of $240
c) a balloon payment plan with biweekly payments starting on his next pay date of 50 50 100 100 100 100 200 200 750 750
e) a balloon payment plan with monthly payments of 100 x 9 and 1500 x 1
f) a 75% settlement paid as a lump sum at the end of 60 days
g) a 50% settlement paid in 12 monthly payments of $100
h) a 25% settlement paid in 4 biweekly payments of $150
i) a 25% settlement paid in 4 monthly payments of $150
j) none of the above
a) 4 biweekly payments of 600
c) 10 biweekly payments of $240
c) a balloon payment plan with biweekly payments starting on his next pay date of 50 50 100 100 100 100 200 200 750 750
f) a 75% settlement paid as a lump sum at the end of 60 days
h) a 25% settlement paid in 4 biweekly payments of $150
The customer calls in and states the rep she spoke with yesterday swore at her and disconnected the call. She says she wants to speak with a manager immediately. You have to file a complaint. What activity code should you use?
a) Complaint New - Able to resolve during interaction
b) Complaint New - Required escalation to manager
c) Complaint - Providing update to open complaint
d) Complaint - Providing update to previously resolved complaint
e) Complaint - Resolved after escalation
f) Not enough information (if you choose this answer, what information do you need to determine which code to use?)
f) Not enough information
You need to find out if anyone else has already escalated this complaint, and whether it has been resolved.
From the information provided, it is unclear whether you would use B, C, or D
The customer is about to set up a payment plan when they say "I never even applied for this loan". Should you:
a) keep collecting, they said yes to a payment plan, no need to confuse things.
b) ask a follow up question to find out what they mean and whether you need to stop collecting and do ID theft procedures
c) stop collecting immediately and do ID theft procedures
b) ask a follow up question to find out what they mean and whether you need to stop collecting and do ID theft procedures
On a secured call, cust states “I’m filing bankruptcy, you can talk to my lawyer.” and disconnects. Which Scenario is this?
Scenario 2
What is the past due balance on this account and what needs to be done to ensure the correct amount is set up?
Account #48219919
The past due balance is $100.
You need to set up $100 in payments.
You get this customer (WAMO3) on an outbound call. She is out of work for the past 3 weeks and has no source of income and doesn't know when she will be able to make payments. What options are you able to give her (according to policy)?
a) a 50% settlement for hardship
b) a 75% settlement because she doesn't qualify for hardship but she is 100 days past due
c) 4 monthly payments of approx $268 in addition to her regular payments
d) 6 biweekly payments of approx $178 to pay it off
e) balloon payment plan with 9 monthly payments of $50 and one payment of $622.61 in January
f) none of the above
f) none of the above
Customer calls in and says they are working with their bank to payoff their loan and they need an email with the payoff balance on their account.
A. Send the email and continue collecting
B. Offer Pre POA
C. Ask a follow up question (if you select this option, what would the follow up question be?)
C. Ask a follow up question:
Will they pay us or will the third party interact with us directly?
The customer is about to set up a payment plan when they say something implying that they are not the customer but are a third party calling on the customer's behalf. You ask whether they are the customer or are calling on behalf of the customer. They say they are not the customer so you ask for their first and last name and check whether they are authorized and you can speak with them. They are authorized and they say they are the customer's wife and they handle all the bills in their home. Do you
a) let them know that an authorized third party can only set up a one time payment using their own dc and that to authorize a payment arrangement the customer would have to call back
b) set up the payment plan because she handles the bills and he won't know what you're talking about anyway
c) stop speaking and disconnect immediately
d) let them know that an authorized third party can only set up a payment plan using their own dc and ask for their dc information to put on file
a) let them know that an authorized third party can only set up a one time payment using their own dc and that to authorize a payment arrangement the customer would have to call back
On a secured call, the customer says "I want you to stop contacting me all together." What should you do?
We need to mark all phone numbers bad, but we do not need to place in cease and desist status. Advise the customer that they will still receive communication by email and physical mail, and they can send a request in writing if they would like written communications to stop.
What is the past due balance on this account and what needs to be done to ensure the correct amount is set up?
Account Number 12857519
The past due balance is $409.26.
You don't need to do anything, it's already set up.
This customer (WAMO4) calls in and says they are thinking of filing for bankruptcy unless we can settle with them for $200 paid today because that's all they have and something is better than nothing so we'd better take advantage of what they're offering or we're going to get nothing out of them. They say they have no source of income and they are staying on a friend's couch and their friend is going to pay $200 to settle this debt out. What can you offer them (based on policy)?
a) settle it for @200: something is better than nothing.
b) tell them the least you will be able to settle for is $300 because you want more same day dollars
c) tell them the least you will be able to settle it for is $425 paid today
d) tell them the least you will be able to settle for is $200 paid today and $225 paid within the next 6 months
e) tell them the least you will be able to settle for is $200 paid today and $225 paid by Friday
f) offer a traditional payment plan with 10 monthly payments of about 173
g) offer them a traditional payment plan with 6 biweekly payments of approx $288
h) offer a balloon payment plan with $200 today, 8 biweekly payments of $50 and a final payment of $1130.44
i) none of the above
c) tell them the least you will be able to settle it for is $425 paid today
e) tell them the least you will be able to settle for is $200 paid today and $225 paid by Friday
g) offer them a traditional payment plan with 6 biweekly payments of approx $288
h) offer a balloon payment plan with $200 today, 8 biweekly payments of $50 and a final payment of $1130.44
If you offer Pre POA and the customer says "no" what 3 things do you have to do on the rest of the call that's different from a regular call? (you can make 4 guesses)
-Tell them we need POA
-SEM 420
-Notate that you offered #prepoa and the cst declined
A third party calls in on the customer's behalf.
What three pieces of information do you need to secure the call?
If the third party is not authorized, what should you tell them?
To secure the call, you need:
-The caller's first and last name
-The customer's first and last name
-The last four digits of the customer's SSN
If the third party is not authorized, you can tell them:
"I can't confirm or deny whether we have an account under that name. If we do have one, you are not an authorized user on it. To authorize a new user, we need to speak to the account holder. If we have an account for that name, which again I'm not saying we do."
On an unsecured call, the customer says “you can call my attorney, here’s his number” and provides you with the number then disconnects the call. Which scenario is this?
Not a bankruptcy scenario ;)
because he never mentioned bankruptcy