Processes
False - We will never leave a voicemail.
YES or NO
- A customer verified their identity using their street address only (62 N. Central Drive). Is this a valid verification piece?
No - Customer must complete their address with city, state, and zip
What tool or website is our one source of truth?
Guru
What is RPC?
Right party contact
Aside from English, what other languages do we support?
Spanish
True or False - A customer calls us from a telephone number that is not in our records. We automatically have authorization to call them back on the new number.
False - We will always ask for consent to call
What is our opening script for IBC?
Thank you for calling [Company]. Calls are recorded, my name is [name]. May I ask who I'm speaking with / how can I help you?
What is the name of the Guru collection for your team?
Customer Experience - Latitude
What is HCI?
Human Call Initiator
This is a set of statements that a debt collector must recite when contacting an individual to collect a debt.
Mini Miranda
How will you respond when a customer asks:
"How will this affect my credit score?"
I am unable to give you any credit impact information as I am not a credit specialist.
State the 4 verification pieces in the right order
- Last four of SSN
- DOB
- Address
- Email (if available)
After we manually dial a number, LiveVox will ask us to confirm what information?
Account number / file number
Best Possible Arrangement
How much is our processing fee for phone payments?
0
Why do we ask customers to confirm their address before we end every call?
Because we will be sending payment reminder letters to their address
What are the three negotiation questions (in order)?
- Are you prepared to pay this balance?
- How short of the balance are you?
- How much time do you need?
What are the 3 payment options on Latitude?
Promise to pay, Check by phone, Card payment
What is POA? We request this from (some) third parties.
Power of Attorney
After receiving the first letter from our company, a customer has how many days to review their debt information before disputing it?
30 days
State 3 things that we need to confirm before we end every call.
Any of the following:
Address, number, consent to call and SMS, email, consent to email
What do we call the two codes that need to be added to Latitude in order to write a note?
Action and result codes
What does FDCPA stand for?
What does TCPA stand for?
Telephone Consumer Protection Act