Account Modifications/
Account Verification
Account Verification
Customer: Sure, it's 123 W Main St Chandler AZ 85286 but I moved recently.
Update Address
If the customer has a 0% APR loan, what payment extension script must be read?
The 0% APR Payment Extension Script
3rd Party: They can't receive personal calls here, please call them on their personal number.
Team member must place a DNC (do not call) on the phone number called/dialed.
When reviewing the account, if the account status is SCRA Finalized and is 5 days past due, where must the call be transferred?
Military Servicing
Customer: It's very frustrating to receive different information from different departments at GMF.
Team member needs to document a complaint in the system of record and the CTS tool.
Issue Type: Improper Conduct
Who is considered an authorized individual and what must be verified?
Customer, Spouse of a Customer, Other Authorized Individual (Customer's Attorney, Power of Attorney, etc.)
First and last name of caller (and the relationship of the caller to the customer, if applicable) GMF account# OR customer's address on file, AND one of the following: last four digits of SSN, one phone number on file, email address on file or date of birth of customer.
Can a non contracted spouse request a payment extension?
Yes; we just can't provide them with the pin for the payment extension agreement.
"Please don't call me, the buyer is the one who handles the payments"
Customer: I am deploying soon and I'd like to know what online payment options are available to ensure I can stay current going forward.
Transfer the customer to the Military Customer Support team for further assistance.
Customer: Can you provide the payment options that are no additional cost for customers?
This is an inquiry, no complaint needed.
If an account reflects the caller has authenticated with Nanci IVR; what information must you confirm?
The caller's first and last name and relationship to the account holder if applicable.
When is a payment extension agreement required?
When there is no extension fee (zero fee) or if the customer lives in California, Hawaii, Indiana, Massachusetts, New York, Pennsylvania, South Dakota, Texas, or any Canadian provinces or territories.
When providing the customer with the total amount due, what must we also advise of?
Late fee amount
Team Member: Where are you currently employed?
Customer: I am employed by the National Guard
Team member should ask probing questions or transfer to the Military Customer Support team for further assistance.
Customer: I traded this vehicle in over a month ago, I don't understand why the dealership hasn't paid you guys off yet.
Team member needs to document a complaint in the system of record and the CTS tool.
Issue Type: Dealership Issue & Payoff
If a team member receives notification that a customer has passed away, what are the next steps.
Request that the death certificate and any executor of estate documents be sent in and update the account to "pending deceased"
If a customer lives in Arkansas, Guam, Puerto Rico, Wisconsin, Kansas, North Carolina, or Texas, what payment extension script must we read to the Customer?
The Payment Extension Script with APR
What is the toll free number that we must provide during every ACI payment?
1-800-411-2884
What are the SCRA buzzwords? (Please list 3 or more)
Reservist, Deployment, Active Duty, Boot Camp, Overseas, Stationed At, JAG, On Leave, SCRA, Military, Enlistment, National Guard
Spouse: Why do you charge your customers just to make a payment? This is ridiculous.
Team member needs to document a complaint in the system of record and the CTS tool.
Issue Type: Payment Channels
What can a non-contracted spouse do on an account?
Update the address, request a cease and desist on any phone number, request account or payment modifications, request to have correspondence mailed or faxed, request payment extensions (can't receive the pin) or request to have correspondence emailed to registered MyAccount email.
What state requires all contracted parties to received and sign a payment extension agreement?
Massachusetts
Customer: I am uncomfortable providing my account number and social security number while I am in the airport, please stop calling me.
Mark phone number as DNC per customer's request.
During the CBP process, the Customer mentions that their bank account is an armed forces bank account.
Team member should ask probing questions or transfer to the Military Customer Support team for further assistance.
I don't think you should be calling me about this account, the account is only 6 days past due.
Team member needs to document a complaint in the system of record and the CTS tool.
Issue Type: Improper Conduct