Critical Incidents Reduction

Compliance Complaint

100

When logging a compliance complaint these three payment methods should be captured under the Electronic Payment Category.

What is Automatic Payments (CEFT), Single payments (AMO/APP), & Telephone Payments

200

Provide the correct root cause for the following situation:

Customer thought that the CEFT was established but the payment didn't pull as expected. 

What is:  Electronic payments not withdrawn as scheduled. 

300

Provide the correct root cause for the following situation:

Customer thought payment was scheduled through telephone pay but the payment never came out of the account. Review of the account determined the payment was never successfully scheduled. 

What is Electronic Payment not withdrawn as scheduled

400

Provide the correct root cause for the following situation:

The automatic payment pulled more than a normal payment amount due to payment extension fees.

What is " Amount withdrawn Varied from authorized amount

500

Provide the correct root cause for the following situation:

Customer scheduled payment but account now shows past due, review of the account indicates payment was returned. 

What is Returned payment- electronic payment not withdrawn

Credit Impact

100

This single word is very important when discussing payment delinquency? 

What is "May".   

Example: A delinquency MAY be reported when a payment is posted to an account 30 calendar days late from the due date. 

200

True or False: Voice Analytics reviews calls to locate credit impact conversations. 

Answer: True 

300

We should avoid these types of responses when asked questions about credit. 

What is Yes or No responses ?

This includes any sounds such Uh- Huh / Nuh-Uh or responses such as "Right, Correct".

400

Commenting on impact of credit is what kind of incident? 

What is Critical?

500

We do not comment on impact of credit because we can only explain the information that we may report.  We are considered a data ____________.

What is furnisher?

Documentation

100

This information is required to be obtained from the caller when documenting a business account? 

What is the caller's first/last name and their position/title with the business

200

•Noting accounts in a manner that inaccurately reflects the work completed

•Noting promises that were not made

•Noting account extensions without customer contact and consent.  This includes noting you advised of disclosures but not covering all required information. 

Are all examples of what kind of documentation?

What is Unacceptable Documentation. 

300

True or False:  Noting you spoke to Buyer instead of the Spouse or ATP will result in a Critical Incident. 

True

400

This Job Aid provides instances when it is not required to document an account. 

What is JA4A13 Account Access and Documentation Requirements

500

True or False:  When providing a payment extension in CCS, you are required to check the box indicating that you have went over all the terms with the customer.  However, it's not required to provide them verbally if you are sending documents via DocuSign. 

False: You must provide ALL applicable terms verbally when checking the box indicating it has been completed. 

This is one of the most common Documentation Critical Incident.  

Third Party Disclosure

100

True or False:  All states allow us to speak to the spouse if the account is past due. 

False

Reference Doc 613-17 Third Party Guidelines

200

True or False:  When a customer provides authorization to speak to a third party for future calls, it is required to list the first and last name of the third party.  You must also add the associated contact and Account Message within CCS. 

True. 

JA2B6 Third Party Guidelines

300

This document is required for an ATP or another party to make changes to an account. 

What is A Power of Attorney (POA)

This includes changes to assist with AMO, Extension, DDC, etc. 

400

Accounts accessed by VIN, Name or Phone # require what information to be verified when speaking to the Buyer/Co-Buyer?

What is Customers Last 4 of SSN or DOB. 

JA2B7 Caller and Account Authentication

DOC 062-1 Call & Account Authentication

500

True or False: In Canada a customer can provide verbal authorization for future calls. 

False

JA2B6 Third Party Guidelines

• If verbal authorization is received from the buyer/co-buyer, it is permitted to divulge information during that phone call. However, advise third party that a Letter of Authorization must be received to allow future information sharing.

This JobAid/ Procedure

100

This JobAid is helpful when a customer is asking questions regarding Credit. 

What is JA2A68 Credit Delinquency Call Handling

Note: FAQs are provided to give scenarios and appropriate responses. 

200

This Job Aid provides the Credit Bureau Dispute address. 

What is JA2A22 Account/Credit Dispute Handling

300

This JA provides you with the definition of a compliance complaint and provides you tips when a complaint should be logged.

What is JA19B14 Customer Care System (CCS): Complaint Tracking. 

400

This Procedure provides you with the complaint handling case classifications. 

What is Procedure 015/001 Complaint handling- Customer Care System (CCS)

500

These documents are used to help representatives determine if we can speak to certain parties not on the account. 

What is DOC 613-17 Third Party Guidelines (US) & Doc 613-19 Third Party Guidelines (Canada).