Definitions
The term "CRS" stands for this.
What is the Consumer Response System?
Customer called in states " the battery is dying too quickly, I'm very upset because I just bought this car"
This is not a CRS because this complaint does not raise reputation or legal risk
This is the standard resolution time to close a CRS.
What is 5 business days?
This OP describes the Consumer Response System, along with how to review various complaint types and the associated resolution steps.
What is OP 407 - Consumer Complaints?
These verbal/written communications from consumers allege violations of UDAAP and are logged into the Consumer Response System.
What are substantive complaints?
This non-profit organization encourages honest advertising/selling practices. It is primarily supported by local businesses and is often used by consumers to register complaints.
What is the Better Business Bureau (BBB)?
This is a CRS, this complaint poses a reputation risk.
This is how often you should use acronyms or abbreviations in the CRS and associated case(s).
What is "never"?
This OP discusses AHFC verification procedures for customers and third-parties of all types - an essential first step before logging complaints.
What is OP 420 - Establishing Customer Identity?
AHFC personnel with this authority level (or above) are able to change ownership of a CRS to another region/department for proper resolution.
What is a supervisor?
This is the risk of damage to our company's reputation as a result of a consumer complaint.
This is a CRS; this alleges discrimination due to age under UDAAP.
This is the CASS Category and Type for a customer complaint case associated with a CRS.
What is Customer Complaint -> Inadequate Service?
This OP discusses the Paperless Office Platform (POP). It is essential that all complaint-related documentation is recorded here.
What is OP 437 - Paperless Office Platform?
This callback type is a common resolution for a CRS. It is one of the few times a CRS will be left as "In-Progress" when received over the phone.
What is a Supervisor Callback?
This is the litigation exposure risk from a customer reporting a complaint to a regulator
What is legal risk?
The executor on a single party account states it is unfair we will not waive the short payoff balance.
This CRS field should contain the trigger and other word(s) that led to the complaint being logged.
What is the Description field?
This series of OP's discusses credit disputes and tradeline reporting - a common source of customer complaints.
What is OP 404 - Credit Disputes?
This law prevents any entity who provides a consumer financial product/service from engaging in UDAAP.
What is the Dodd-Frank Act?
This agency oversees financial products and services that are offered to consumers.
What is Consumer Financial Protection Bureau (CFPB) ?
The insurance rep states our SLAs for LOG are misleading.
This is not a CRS, insurance is not an authorized third party.
The notes in the CASS Customer Complaint case should contain both of these.
What are the trigger reason(s) and the resolution?
This OP discusses escalations to AHM Law, including Legal Service Requests. These can be required when responding to customer complaints.
What is OP 118 - Communication with AHM Law?
This team at each Service Center reviews center-owned CRS cases to ensure compliance.
What is Quality Assurance and Planning (QAP)?