Name The
One of the Compliance Analyst for Manila
Toni Solis
Noime Figueroa
Diane Strebel
Nino Wenceslao
Soliciting escalation is acceptable if the Card Member is irate.
False.
Soliciting escalation is a form of call avoidance.
Does HOC stand for?
Health of Compliance
The Card Member passed the phone to his wife. The wife requested to process a payment. CCP processed the payment first and then announced the Call Recording Disclosure.
Not Compliant.
Read the call recording disclosure exactly as written BEFORE making conversation (including name, account information, opening remarks) to ensure you get the Caller’s consent.
Two offenses with zero tolerance
RUDENESS / YELLING/SARCASM
PROFANITY
INTENTIONAL CALLRELEASE (CUSTOMERHARM)/ NOT READY MODE
SALES PRACTICE – FAILURETO OBTAIN CONSENT
We can stay on the line after conferencing the Card Member to another CCP as long as we use this time to learn more about the process.
False. Call riding is a form of call avoidance.
Does CHC stand for?
Colleague Help Center
CCP greeted the Card Member within 9 seconds after the beep.
Compliant.
Greet the Card Member within 10 seconds after the beep indicates an inbound call.
Instances wherein Call Recording Disclosure is required.
1) The Card Member passes the phone to a third party.
2) When you believe the call is on a speaker phone.
3) Outbound calls
The OTP disclosure "Please note: Your Wireless Carrier's Message & Data rates may apply for this one-time message. " is required for both text and email.
False.
OTP is only required when sending a text message.
The verbatim call recording disclosure?
This call may be recorded, monitored, and analyzed for compliance and to improve our systems.
Card Member requested to update his billing address in all of his business accounts. CCP made sure to update the billing address in the personal accounts as well to avoid potential call back.
Not Compliant.
Update the address only on the accounts the Card Member requests.
4 Common Compliance Errors
1) Address / Phone number change not updated to all applicable accounts
2) Call recording disclosure requirement not met
3) Account cancellation was not processed or processed incorrectly
4) Financial Adjustment - Credit for interest charges, late payment fees and / or delinquency fees were not issued or issued for less than amount due
5) Failed to greet the caller within 10 secs after the beep indicates an inbound call
6) Rewards Structure not Explained Correctly - Ensure to explain the complete rewards structure including spend requirements, limitations and categories if any
7) Card replacement procedures not followed
8) APR was not properly disclosed
9) Incorrect Complaint Capture
When you identify a misconduct tell your closest teammate immediately.
False.
When you identify a misconduct, raise to your leader immediately
The verbatim OTP disclosure
Please note: Your Wireless Carrier's Message & Data rates may apply for this one-time message.
You heard from your teammate that she spoke with Taylor Swift earlier. Out of curiosity and excitement, you pulled up Taylor's account but made sure to leave a detailed memo after that and no account maintenance was processed.
Not Compliant.
Accessing Card Member Accounts without a valid servicing reason is a form of Business Conduct Violation.
5 best practices to stay compliant.
1. Bookmark CHC articles of common call types.
2. Click the bell icon on the CHC articles to receive email alerts for updates.
3. Read e-mail updates at start of your shift.
4. Thoroughly review e-mail comms from Compliance, CMSI, CFE Teams.
5. When you identify a misconduct, raise to your leader immediately.
6. Report system issues to your team leader/coach immediately.
7. When re-accessing accounts for valid servicing reasons, always leave detailed notes.
8. Participate in Compliance quizzes / engagement activities
Click the star icon on the CHC articles to receive email alerts for updates
False.
Click the bell icon on the CHC articles to receive email alerts for updates
the best practice when we encounter system issues?
Report system issues to your team leader/coach immediately
Sabrina needed more time to research the Card Member's issue and promised to call the Card Member back the next day. She makes it a point to leave detailed notes every time she has to access the account.
Compliant
When re-accessing accounts for valid servicing reasons, always leave detailed notes