GENERAL
What should be the next step when the consumer requests to update their phone number but it is already associated with another account with no active loans?
If the phone number the consumer wished to update their account to is already associated with another account, we must release the phone number from the account before completing the change request.
Marcus has a pending phone number change. You confirm that he has successfully completed his NetVerify and his request can be approved in Mordor. How will Marcus know it is approved?
A. A message in the Affirm app from SMP will be sent manually to Marcus
B. An approval comm will automatically be sent to Marcus once the change is approved in Mordor
C. An email will be manually created and sent to Marcus
D. No notification will be sent to Marcus
Answer is letter B!
An approval comm will automatically be sent to Marcus. Approving or Denying Contact Change Requests in Mordor will automatically send the decision to the consumer unless updated to block the communications.
Josh reaches out to Affirm because his mother, Beth, has passed away. Affirm received this notification but has not yet received documentation. What steps will be taken on Beth’s account? Select all that apply.
The correct steps are:
- Disabling Collections under ‘Other’ on a User ARI level
- Blocking FQUIDS
These steps can be found in the Deceased knowledge article under the FO & SA procedure.
Which of the following steps should not be followed while voiding a partially captured loan which was fully refunded by the merchant?
A. Refund the loan using the refund tool
B. Follow up with the consumer confirming their loan has been voided and notify of any refund timelines
C. Reach out to the merchant informing them that the loan was refunded incorrectly
D. Update Case dynamic fields and close the case
ANSWER: C!!!
We do not need to reach out to the merchant in this case.
These steps can be found in ‘Loan is not able to be voided due to merchant refund’ under SA procedure in the Unload/Void Loan knowledge article.
In order for an account to be qualified as unauthorized, which of the following criteria must be met? Select all that apply.
In order for an account to be qualified as unauthorized, it should be active and not have any loans under the loans tab in Agent Portal.
True or False: Amy has received the NetVerify link and says that she has completed all of the steps successfully. The status in NetVerify says Denied. You are able to proceed with the update to her account.
This is false! If the status in NetVerify says Denied, you cannot proceed with the update to her account.
Amelia logs into her Affirm account and immediately contacts Affirm to make an unauthorized account claim. You receive the case and there are active loans found in the Agent Portal “Loans” tab. What is your next step?
The correct step is to reclassify the case as Unauthorized Loan and reassign it to the next team.
This step can be found under SA procedure in the Unauthorized Activity knowledge article.
Lara contacts Affirm to advise that her order with Peloton was canceled, and that she confirmed they will not process the order. You review her account in Agent Portal and identify that her loan has been processed. Based on this information, how would you handle this interaction?
When funds have been captured by a merchant, we cannot void the loan. We should proceed by creating a Merchant Dispute case and closing the current Failed Order/Void Loan case. We can inform the consumer that this does not guarantee a refund immediately as we will need to reach out to the merchant to confirm the refund.
These steps can be found in the Exception part of ‘Void Loan - Partnered (Buy with Affirm) Merchant’ under SA procedure in the Unload/Void Loan knowledge article.
Which loan status signifies that funds have not been captured?
Approved - Merchant processing loan status signifies that funds have still not been captured.
Antonio needs to update his date of birth and initiates the update process with Affirm. His request was denied by TLO. What should be the next steps?
*CLUE: 3 steps*
The next steps include blocking FQUIDS, issuing NetVerify link to send to the consumer and placing the case on hold for 4 days.
These steps can be found under SA procedure in the Update Date of Birth knowledge article.
You are working on an FDIC case and are ready to update the Disaster Notice tool in Mordor. To calculate the end date, how many days do you add to the Incident date?
The end date can be calculated by adding 45 days to the incident date.
This information can be found under SA procedure in the FDIC knowledge article.
CONGRATULATIONS!!!
Once a dispute is open, how many days does the merchant and consumer have to provide evidence?
Once a dispute is open, the merchant and consumer have 15 days to provide evidence.
Zara recently got married and wants to have her name updated on the Affirm account. She initiates the process and wants to know if she will receive a confirmation after her request is completed. Which of the following talking points represents the correct response to her concern?
The correct response is: Once your request to update your information has been reviewed, you will receive an update via email.
The response can be found in the Update Name knowledge article under the “How will the consumer know if their information has been updated” talking point.
Mark sends Affirm his father’s death certificate and requests to have his account closed. Which of the following steps is incorrect and should not be followed when a death certificate has been provided.
The incorrect step is:
- Reverse any payments made before the date of death.
You should only reverse payments made after the date of death.
These steps can be found under SA procedure in the Deceased knowledge article.
Michelle has an ongoing Merchant Dispute case related to her purchase with Wayfair. While linking evidence to the case, you notice that Wayfair has authorized a full refund towards the loan, what should be your next step?
When the consumer requests to withdraw their dispute or when a merchant authorizes a full or partial refund, you should reassign the case to Consumer Operations.
This information can be found in ‘Linking evidence to a case’ under SA procedure in the Merchant Dispute: Collecting the Evidence and Escalating the Case knowledge article.
True or False: For Recoveries Dispute cases, a Loan Verification document and Truth in Lending Disclosure document must be downloaded via Agent Portal Account Tools.
This is true! For Recoveries Dispute cases, a Loan Verification document and Truth in Lending Disclosure document must be downloaded via Agent Portal Account Tools.
BONUS!!!
CONGRATULATIONS!!!
Before closing a FDIC case, which of the following details should not be included in the email to Knowledge Management?
A. The FEMA Disaster Title (including the DR number)
B. Case Number
C. Any attachments on the case
D. The states impacted
E. The start and end dates of the notice
The following details should be included when emailing Knowledge Management:
-The FEMA Disaster Title (including the DR number)
-Any attachments on the case
-The states impacted
-The start and end dates of the notice
This information can be found under SA procedure in the FDIC Disaster Notice knowledge article.
Rita’s loan has been charged off. The collections agency reaches out to Affirm as Rita claims that her purchase was refunded recently by the merchant and she no longer needs to pay off the debt. What will be the next step while handling this Recoveries Disputes case?
If the loan has received a refund while in charge off and needs to be recalled/reversed, you should add a note to the case and escalate the case to the Consumer Operations queue.
These steps can be found in ‘Escalations to consumer Operations queue’ under Exceptions in the Recoveries Disputes knowledge article.