QA
How soon after a call begins must the Mini Miranda be read?
What is: within the first thirty seconds and before any account information is given out.
A customer states they will mail in a check.
Give an example of a rebuttal to use as an alternative to mailing in a payment.
What is:
"Keep in mind you do accumulate daily simple interest and you could receive up to 7-10 days of additional interest when accounting for mail and processing time. We can set up/post date a payment today over the phone to cut down on that interest."
What does MOCA stand for?
What is
True or false:
Washington is a Mini Miranda State.
What is False.
(Washington D.C. requires a Mini Miranda.)
What is Cameron Greens favorite food?
What is: His moms spaghetti.
Recite the Mini Miranda verbatim.
What is:
"This is an attempt to collect a debt and any information obtained will be used for that purpose."
A customer has questions about a payment that was cashed but is not reflecting on their account yet. Should you create a case for advocacy or a case for back office?
What is back office.
You should create a payment investigation case with the check number, amount, and the address the check was sent to. Also inquire about if the check was from the customer or a third party and if the loan number was placed on the check/money order.
A customer has opted into eSign consent and would like to have a physical agreement sent to them. What should you inform them?
What is:
Inform customer they will need to call back to request communication after payment processes.
A customer would like a service that we don't currently offer so I must create a level one complaint.
(ex: to pay by debit card, services in another language, etc...)
What is true.
How many different states has Timothy Fisher lived in?
What is three.
(California, Arizona, and Texas.)
How do you respond to the following question:
"When do you report to the credit bureau?" or "Will this be reported?"
What is:
"We report payment history on a monthly basis. We do not report as past due as long as your Marcus loan is less than 30 days past due."
Give three examples of products you can educate the customer on instead of autopay.
What is:
1. Due date change
2. Clarity Money
3. Credit and debt tools
A customer states they were impacted by a natural disaster. What is the next step?
What is transfer the call to advocacy.
When I advise a customer that we do not have any late fees I am also required to state that we do charge interest on a daily basis.
What is True.
Not informing the customer of this can be considered misleading/deceptive.
What is Summer Smiths favorite color?
What is Teal/Turquoise.
The dialer calls an account that ends up being a Debt Relief Company. What are the next steps?
What is:
1. Open account as Power of attorney.
2. Flag with Special circumstance 'Debt relief'.
3. Note account accordingly.
Which amount needs to be set up for STAP:
Roll amount or Monthly payment amount?
What is:
The monthly payment amount.
What percent range must the NEW payment amount be to prequalify for an LTAP?
What is 50-85%
True or False:
I am allowed to say "We have two assistance options available. One is in the form of a deferment and one is a restructure of the loan. Your answers determine which you may prequalify for."
What is false. Keep it vague.
If you let customers know specifically what they MAY qualify for it may create backlash in the event they are declined. This may leave the customer wondering why we instilled a sense of false hope.
What was Shelly Knudtson looking forward to most about spring/summer?
What is: Building a new pergola for her backyard.
A customer stated they have filed for bankruptcy.
What are the next steps?
What is:
1. Attempt to transfer the call to Advocacy.
(If advocacy is not available, take the account information and create a case in Appian.)
2. Place special circumstance "bankruptcy" in PEGA.
3. Note account accordingly.
I came across an article about Marcus on linkedin and want to share the information I read about. Should I create a new post expressing my personal views or should I share the article that was directly from the Marcus linkedin page?
What is.
Share the direct article from the Marcus page. Information on social media has been approved by the social media team and has been deemed okay to share with the general public.
A customer has not yet made 9 contractual payments but is inquiring about assistance. Should you tell them from the start they do not qualify or should you run it anyways and let the system decline?
What is: run the assistance anyway.
Let the system decline the customer. Make sure to inform them that they will receive a letter in the mail explain the reason we did not have any options available at this time.
True or False:
I receive an incoming call from a current customer wanting to make a payment. I must still open PEGA when taking the payment.
What is True.
This will up your number of RPCs but the system is designed to not apply this contact to any of the other categories. (Promise, Kept, dollars per RPC, etc.)
Where did Antoinette Harrell travel to attend a Beyonce concert?
What is Africa.