Offers
what are two ways a Card Member would receive a settlement offer?
An offer letter or an Email offer.
This is used daily, as a secondary application to help locate an account when it is not located in ICP.
First Support
The icon that looks like 2 people does this.
What is CBR (credit bureau Report)
From the first view in an OPEN ICP account how do i locate an offer letter? not using the memo tab.
Documents, fees & profile tab > Documents Tab > Retrieve Button > Select correct date
What does the "R" work state mean?
The account has been placed with a Third Party Agency.
This is how long an offer is good for if it NOT OOS.
30 days
This is the tool used to help opening a call, provide negotiations, talk offs, and closings.
SWI tool.
The Icon with the Cell Phone and the $ sign preforms what action.
EPAY screen, to help set up payment via routing and account number.
What is the step by step process on how to locate payments made on the account in ICP?
Documents, Fees, Profile tab> Financial Transaction History Tab > Retrieve button
An arrangement will default after how many days without a payment?
10 days.
On an Out of statue account how long is the offer letter good for?
1 year.
This is the application used to locate and send out Card Member statements and documentation.
What is the EIV (Enterprise Image Viewer) Tool.
The orange icon with a Phone is used for what? Give 2 examples.
To enter A card member communication preference including language preference, day of time notification, and opting out of communication.
What is the Process of locating the Target segmentation?
Custom data tab > Select Segmentation with highest number > locate target percentage
True of False?
When setting up a settlement arrangement, the promise amount and the settlement amount need to match?
TRUE.
TRUE of FALE?
The Card member can not pay the terms of letter, the agent is able to change the letter terms.
FALSE, the offers need to be set up according to the terms of the offer.
Customer Assist.
The green SCRIPT icon does this. Provide the process in which you would use this icon.
provides a state disclosure that need to be read before providing account information but after the Card member has been authenticated.
What is the process of updating the Card members Address?
Click on the CM name hyper link > Select Memo Icon > Select type of caller > Select Submit > Select "Add/Change Address" > Enter New Address> Save
Explain the difference between A dispute and Fraud.
A dispute is made when the CM is disputing a specific transaction and a Fraud is when a CM is disputing the entire account.
This is the TAB in ICP where you can easily locate an offer sent to the Card member.
Memo Tab (the book icon located at the top right conner in ICP)
This is the tool used to RE Send out an Settlement Finalization Letter.
What is the CCRT tool?
This icon looks like an open book, what is this called and used for?
Memo icon used to locate sent correspondence to the CM including email offers, letter offers, payment confirmations, and other messages.
What is the step by step Process of entering a Promise.
User Action > inbound internal caller/ Dialer outbound internal user/ enter note using memo builder > extended promise > enter promise amount > select payment date > Number of Payments > Payment Method > select prefill (adjust if needed) > select SAVE.
This is where you find what Third Party the account is placed with. What is the the Rule of thumb?
Third Party History Tab, and you must go by the highest placement number.