A
What is a complaint?
1-When a customer contacts us.
2-When a customer doesn't understand their loan or LOC.
3-When a customer expresses dissatisfaction, material distress, inconvenience or financial loss.
When a customer expresses dissatisfaction, material distress, inconvenience or financial loss.
If a customer is upset about how long it takes to reach customer service, this is what type of complaint?
*Financial Loss
*Inconvenience
*Claims of UDAAP
Inconvenience
What does UDAAP stand for?
Unfair, Deceptive, or Abusive Acts or Practices.
Excessive / hidden fees or unjust late fees
Complaint, Legal, Statement, or no response needed?
Complaint
Is an ID theft case considered a Complaints Case?
No - in most cases this isn't considered a complaints case since it was something we did not cause.
Which "Activity Type" will you select in Portal for a complaint you were able to resolve?
New Complaint - Able to resolve during interaction
Which are examples are expressions of dissatisfaction?
1# Financial Loss, Inconvenience, claims of UDAAP.
2# Needing a copy of their contract, changing their bank account, and updating their personal information.
#3 Upset about fees and interest, wanting a copy of their latest statement balance, wanting to refinance their loan terms.
1# Financial Loss, Inconvenience, claims of UDAAP.
A customer was approved for a $500 dollar loan but they are confused since our website states they could have been approved for up to $1000 loan. Is this a complaint or an inquiry?
This would be a contact center inquiry. Standard lending practices is for each customer to receive their specific offer.
True or False?
Unable to offer a solution is a complaint that needs to be escalated?
True
Legal tickets and Manager Requests are no longer added to a manager task form (True or False)
True - the JIRA is created from the Portal
The customer emails in "This issue has happened before (they have emailed before for the same reason) What type of case should this be?
Complaint
Which of these complaints is considered a legal complaint?
*Emailing us telling us they called the cops on NetCredit and everyone is getting arrested?
*A communication from a customer or legal attorney expressing dissatisfaction, material distress, inconvenience or financial loss, which could not be resolved at the Operations level and/or includes a legal threat or accusation.
*Stating that our interest rates should be illegal?
*A communication from a customer or legal attorney expressing dissatisfaction, material distress, inconvenience or financial loss, which could not be resolved at the Operations level and/or includes a legal threat or accusation.
Which team ultimately resolves all Legal Complaints?
FRT (Final Resolution Team)
A customer writes in and tried to payoff their full installment loan, but the previous associate gave the wrong amount. They are not upset, but just want to pay off the remainder, is this a complaint or an inquiry?
The customer may not be angry, but is expressing inconvenience due to our mistake. So it's still considered a complaint.
What is the difference between email:
604
and
604a
604 Notice of Complaint Escalation
604a Confirmation of Complaint Resolution
If a customer expresses dissatisfaction about inability to access online account information caused by a website update or outage, which Root Cause would this be an example of?
Business Practice
Technical Issue
Employee Error
Customer Courtesy
Technical Issue
(An internal system or technical error caused the account/communication issue that led to the complaint.)
If a customer states they had bad customer service or a processing error/errors is this considered a complaint and should it be address by the complaint department?
Yes, and Yes
If the customer states: Key information, terms, or conditions are missing or we failure to honor our contract or promises, this would be what type of complaint?
Legal, complaint, Manager call back
Complaint
If a customer writes in and states they can not afford to make their payment, is this a complaint or an inquiry?
Inquiry - you can let them know what options they have.
How many times should a customer be contacted for a Complaint Escalation?
Complaints should be contacted a minimum of 3 times.
If a Customer's email or physical mail is a complaint in nature that is for the same reason as an existing complaint, which Wiki process should you be following?
*Previously Submitted Complaint Process
*Pre-Default Settlement Process
*Account Deactivation Process
Previously Submitted Complaint process on the Wiki to identify if you should be adding activities to the existing complaint case, or creating a new complaint case. This includes if the Customer's email is escalating from a regular complaint, to a Legal Complaint. The Complaints team will take the proper actions on their end to recategorize the original complaint, as needed, within our Jira ticketing system.
Items that get submitted to the Manager Task Form, such as ID Theft, Credit Reporting Inquiries, etc, are these considered complaints?
These are not considered "complaints' even though they are a form of dissatisfaction.
If a customer's legal attorney contacts NetCredit to claim that the customer disputed their debt, but NetCredit did not provide the required validation or debt documents, which type of complaint would this be?
Legal
Inquiry
No action needed
Regular complaint
Legal complaint case
A customer writes in and is angry that a system error caused them to be debited twice. As a result, their bank account was overdrawn. Is this an inquiry or a complaint?
This would be considered a complaint.
What is a CCPA Complaint?
Complainant believes we have violated the California Consumer Privacy Act.