Notetaking
When on the dialer, you are unable to reach the borrower and leave a message on the voicemail. What activity code do you use for your note?
ONCB
Which of these states do not require an e-signature for extensions?
Kansas, Montana, South Dakota or Texas
Montana
How long can you put a CX on hold without giving them a timeframe?
2 minutes
When transferring a call to someone, should you warm or cold transfer?
Warm
What is Deb's last name?
Decaire
True or False: If the CX hung up before you were able to offer a regular extension but after you made verbal arrangement ptp that does not make the account current(if it keeps), you should leave the extension part of your notes template blank or N/A.
False: Please leave a specific note like "Call cut short" or "CX disconnected before offered"
A Co-borrower calls in wanting to VOLS their vehicle because they broke up with the other co-borrower, how do you proceed?
Both people need to agree to voluntary repossess the car. Advise you are unable to apply for VOLS until we get consent from both parties.
How many points in the QA scoresheet will you lose if you did not mention the RFD in your notes after the customer told you the reason they fell behind?
8 points under Account Documentation
A CX calls in and immediately asks to speak to a manager before you are able to establish RPC. How do you proceed?
Ask their reasoning and offer to assist them to solve their issue, if they continue to push for a manager transfer them to MEL.
How many years has Deb been with BGO?
4 years
CX calls in to complain about how often we call them but does not want the calls to stop altogether, the CX hangs up before you are able to set up any ptp's. What two activity codes do you use for your notes?
CSIR and INRP
How do you lookup a payment in Repay using confirmation ref number?
Reports>Payment reference lookup>type in the number.
True or False, whether you get only 1 or multiple types of compliance fails it will always be a 50% deduction.
True.
There is no one available on the MEL line, it is past 7pm est and no BGO manager is available to take the call. How do you proceed?
Email Escalation Team at escalations@cbtno.com with the customer’s name and account number in the subject line. Provide best call back number and summary of the call in the body. Inform customer that a member of management team will be in contact by 9am CST, unless customer requests a specified time.
Transfer customer to the MEL voicemail box.
What department was Christine with prior to Crescent Bank?
Prosper LVS(Loan Verification)
What is the difference between OTCI and OUTC?
There is none really.
On November 3rd there is a CCRR complaint noted on the account saying they will sue the company. Today on November 17th the CX called in and began to yell again that they will sue the company. Do you log a complaint note?
No. There is a previous complaint note within 30 days for the same issue.
How many days do you have to file a dispute?
7 days from the received date.
Name at least 1 manager on the MEL team.
Robert Downs, Delvin Johnson, Micheal Ward
What days does Sara usually come into the office?
Wednesday, Thursday, and Friday
If CX calls in with a total loss car and insurance dept is closed, what information should you ask and then document in your notes? What Activity code do you use?
Obtain claim information: insurance company name, the Claim number, the adjusters name. Then send the information in a email to insurance@cbtno.com. Use activity code INSRQ.
A CX has an open ptp for 2 days from today set up on Debit card. They call in and say they do not have the funds in their account and want to cancel the payment. On what page is the correct script in the QRG? Please read the correct script verbatim.
CANCELLING SAME AND NEXT DAY PAYMENTS [Borrower’s name or authorizing party’s name]
We are not able to cancel payment(s) with less than three business days’ notice. Please contact your bank to place a stop payment on the payment or process a dispute.
Page 63 of the QRG.
The Dialer calls an account where Co-borrower 1 is deceased. The only phone number on file is for Co-borrower 1. Co-borrower 2 answers and is upset we keep calling asking for CB1. Is this a CSIR or CCRR?
CCRR. Even though a CSIR would make sense due to it being cause of the dialer system, this situation will not get solved unless CCRR is used.
When should you offer to transfer the call to a manager?
Never. The CX must request a manager before you can transfer the call, never offer it up yourself.
When are Deb and Christine's Birthday's?
September 6th