QA Call Guidelines
If it has been more than 30 days since the last time we spoke with the customer, then we should complete _______ at the end of the call.
ICIC (initial contact information confirmed)
- Full phone number, address, and email address we have on file
True or False? Customers must be Authenticated before processing a verbal C&D request
True
True or False. We can mail previous billings statements for a charged off/sold account?
True. We can request previous documents that were generated while the account was in an open status.
How do you request a account closure/SIF completion letter?
Complete Google Form
Forms can be found at the top of #settlements slack
True or False. We offer surveys at the end of every call.
False. Survey's are not generated on Outbound or DSC calls.
Payment related Scripts outlined in _________ must be communicated verbatim.
Confluence
What process occurs when a customer on Autopay has a payment returned due to insufficient funds?
Representment.
When a customer on Autopay has a payment returned due to INSUFFICIENT FUNDS, the system will automatically attempt to reprocess the payment 7 and 14 calendar days after the original attempt day. This process is called Representment.
Representment should be manually disabled in the following scenarios:
False. Payment plans are only allowed to be set up on charged off accounts that are not sold/place with another agency or pending a debt sale.
Team members should __________ after taking the call off hold.
Thank the caller for holding
If a customer requests a C&D but refuses to authenticate, a ______ should be placed on the specific phone number used to contact the customer.
DNC
If the receiving department does not answer within _________ during a transfer, you should offer to place the customer in their queue for the next available agent.
1 minute
When submitting an offer on a Pre- charge off account, how do you determine the balance?
Run payoff quote for the 1st payment date
_____ must always be left in the relevant system after every interaction.
Notes
When customers put the call on speaker phone, or when someone can be heard in the background , the __________ must be read.
call recording disclosure
If a DSC requests to handle multiple accounts on the same call, what must stated each time a new account is reviewed?
The Call Recording disclosure and Mini-Miranda (when applicable)
Before submitting an offer on a charged off account, what should be the first thing you look at?
Charge off Date/Debt Sale Announcement
What is it called when we have failed to follow a process and procedure from the customer’s perspective?
A Complaint
For all outbound calls, what information must be disclose and verified before discussing the account?
1. Identify self & Company
2. Call Recording disclosure (first 30 secs of call )
3. Customer's Full Name (first and last, suffix)
2. Last 4 of SSN
When is MFA needed?
What are 5 steps you must complete when accepting a counter offer?
1. SIF1PEND template
2. Update Settlement Tabs
3. Complete Google form
4. Escalate in slack for review
5. Final call notations