Call Opening
How would you verify a customer on a OUTBOUND call?
First and Last Name
What is the first verbatim within the call flow?
Call Monitoring Script
What must be confirmed before confirming payment?
Last 4 of the payment method.
Remember you can say the name of the bank but CAN NOT share the last four or expiration date.
When should you mention fees?
If the customer ask..
Processing fee is in the Nacha
When can personal cell phone be used on the floor?
Never
How would you verify a customer on a INBOUND call?
First and Last Name
Substitute: Email or Address
What must you read verbatim before processing a payment and how should the amount be read?
Nacha
Read amount in dollars and cents with entire date
If a customer can't remember the last 4 of payment what can you use as verification and on which call type?
Last 4 of social and on a inbound call
If the customer pays less than the MPD, what must you do?
Let the customer know the remaining balance and the date its due
Should you repeat card number back to customer to ensure you put it in correctly?
No, people around you could collect numbers.
How to properly identify your self on a call?
Your name and the name of the bank
When adding a new card, what needs to be read and to whom?
Card Storing Script can only be read to account holder
When can you waive a processing fee?
ONLY if the card holder asks and if they refuse to pay
Spouse and third party auto waive
If a customer was told that their late fee was going to be waived but the agent forgot to waive the late, would this be considered a compliance fail?
Yes, Misleading
If the customer is unable to verify payment method on inbound call what must you advise them?
Ask for new method if possible or advise them to call back when they have that information available?
What must you say verbatim after verifying customer but before sharing account information?
For full credit you must also say statement verbatim
Call monitoring disclosure
"This call may be monitored and recorded"
"This call may be monitored and/or recorded"
"This call may be monitored or recorded"
Dave called Sarah Williams who is the account holder. Dave verified her and made her aware off the MPD which needs to be paid today, Sarah agrees to pay with debit but right before Dave processed payment she sated she wants to pay everything. What must Dave do? Provide detail!
Dave must exit payment screen click tools tab to open Payoff calculator and read the bolded text verbatim with amount read in dollars and cents and entire date
Does the confirmation number have to be read?
YES
When can a processing fee be waived?
When the customer objects, however, we must set the expectation for future payments.
When should you mention Credit Protection?
Only if the customer is already enrolled on the account or if they ask about the program specifically
If a Spanish speaking customer can't speak English what must we do?
Before answering think of the technical answer with privacy in mind.
Verify that you are speaking to the customer on the account with verbal yes then cold transfer them to customer service.
Does the statement below have to be read verbatim?
"Thanks for being a valued customer"
NO
Who can used saved payment methods
Primary card holder or their Power of Attorney
Is it true that if a customer doesn't use the card that they won't get any fees?
False, as long as they account has a balance the customer must continue to pay monthly or they may receive a late fee.
Should we read MPD from last statement section in cash?
No, That includes the late fee.