Monetary Adjustments
If a cardmember requests a courtesy fee refund, which reason should you select in OCS?
What is: Standard
How long does Disaster Assistance generally last?
What is: 30 days
Who can request a C&D?
What is: Customer and Authorized Third Party
When should EFFORT be offered to a cardmember?
What is: When the cardmember is able and UNWILLING to pay the amount due within 10 calendar days
Cardmember states, "You are calling me too much"
What is: handle excessive and frustration calls, REVOKE CONSENT in contact info.
What is the best practice after processing a monetary adjustment?
What is Memo the account with outcome of adjustment.
Which of the following is NOT considered a qualifying disaster for assistance?
A) Hurricane
B) Government Shutdown
C) Car Accident
D) Fire
What is: A Car Accident
If an IDENTIFIED third party requests to stop calls and hang up.
What is: Handle as a wrong number
Can Effort be offered AFTER a late fee adjustment?
What is: No
Cardmember states, "Do not call me at until after 5 p.m"
What is: Revoke Consent for an Inconvenient Place and/or Time.
How far back can the Search Feature in OCS look for specific fees?
What Is: 6 months
Can late fees accrued BEFORE disaster event be waived?
What is: Yes, fee refund reason would be standard and NOT disaster assistance.
What steps are taken if a cardmember states, "I don't want to receive any type of contact from Chase?"
What is: Handle as a FULL C&D REQUEST and advise cardmember full C&D must be made in writing.
If the 10th calendar day falls on a Saturday, when must the payment post?
What is: On the previous day (Friday)
Cardmember states, "put me on a do not call list"
What is: Follow steps for Cease and Desist
If the account is open and the cardmember requests an annual fee adjustment, what should the agent do next?
What Is: Transfer the call to Customer Service
What should you do if a cardmember is impacted by multiple disasters?
What is: Review memos and treat each disaster as its own event.
If a cardmember says, "stop emailing me on this account."
A) Update CCPT Tool for emails
B) Only Stop Calls
C) Ignore the Request
D) Only stop mail
What is: A, Update CCPT Tool
What is: Option 1 $1000
When revoking consent due to attorney representation notification received from an unidentified third party, which phone number should be selected?
A) All mobile phone numbers
B) All phone numbers whether it's mobile or landline
C) All landline phone numbers
D) Phone number requested to be revoked.
What is: Select all phone numbers whether it's mobile or landline.
Where does monetary adjustments get applied to?
What is: The Account Balance
When handling a request for an additional disaster or ongoing disaster assistance, what should the specialist do if the customer is only requesting a late fee adjustment and the account is less than 31 days past due?
A) Send account to FRD referral queue
B) Transfer to CMS
C)Go to Monetary Adjustments, Article #27664 and follow process steps.
D) Document account with memo describing impacts from disaster
What is: Go to Monetary Adjustments , ARTL # 27664 and follow process steps.
What should the cardmember do if they want to rescind C&D on account?
What Is: Tell cardmember, request must be made in writing, provide address / fax number to Correspondence Team, and memo account.
For RSL REAGE, which payments count toward the plan?
What Is: The sum of three fixed payment amounts received in one to three consecutive billing cycles after the offer date.
Cardmember indicates they are being represented by an attorney.
What is: Revoke consent and Handle verbal attorney representation notification.