Show:
CQC
RFD
Action Codes & Call Dispositions
Foreclosure
Collections
100

What's a complaint?

What is a concern or grievance regarding a bank product, service or employee conduct?

100

What is the best way to obtain true RFD?

What is asking probing questions?

100

Which action code? Customer made a payment but also asked to remove a number without updating it

What is PTP?

PTP>WTNR

100

What if a CRM is assigned?

What is warm transfer to CRM?

100

How do we handle an EMPLOYEE indicator?

What is Transfer to EMA?

200

When do we not track a complaint?

What is when we transfer a call to a department that will resolve the grievance?

200

What's the RFD? Customer is waiting for insurance claim check

What is Casualty Loss?

200

Which action code? Customer called to order a payoff

What is NOAR (no arrangements)?

200

What do you never provide?

What is Total Amount due & NOI?

200

How do we handle a Reaffirmed Chapter 7 Bankruptcy account?

What is BAU?

300

How is a complaint properly captured?

What is including grievance, action & resolution?

300

What's the RFD? A payment was made but was applied to principal instead of MMP

What is Servicing Problems?

300

What's the action code? Customer is on repayment plan but you take pymt on behalf of CRM

What is ASP (accept scheduled payment)?

300

What do you always do?

What is attempt to request reinstatement figures?

300

Where can I do the following? 

service request

documents sent to customer

checks


What is HLMS, DMP, I3

400

The best resource/tool to help you track a complaint

What is CQC Complaint Type Matrix

400

What's the RFD? Customer cannot afford the higher payment

What is Payment Adjustment?

400

Which Action Codes do we NOT use?

What is CORR (correspondence) MGR (manager review) QRT (qual rev team) MAIN (general maintenance)

400

What if customer requires assistance?

What is take financials/finpro?


400

Which loan types do not qualify for Special Forbearance?

What is FHA?

500

What is the correct answer to the Resolution question? At the beginning of a call, the client expresses dissatisfaction about a missing payment. The associate immediately tracks the complaint in CQC and answers the Resolution question as No. As the call progressed, the associate was able to locate the payment and resolve the client’s inquiry

What is Yes; however, since No was selected and the complaint was submitted, there was no way to go back and change the Resolution response. This caused the complaint to unnecessarily be routed to the Resolution team.

500

What are the 4 keys points you want to get to obtain true RFD?

What is 

  • What happened?
  • When/how long this has been going on?
  • How is this impacting them financially/how are they getting by financially?
  • When do they expect the situation to change?
500

Which Call Dispositions do we NOT use?

What is 

  • ANI Call - Did not launch
  • Call to Agency
  • Call to Attorney
  • Call to Other Bank on Cust Behalf
  • Cardholder Intends to Pay
  • Correspondence Received
  • Debt Mgmnt Transfer
  • EPS Cancellation
  • Fax
  • Manager Review
  • Multiple Payments in House
  • Operator Intercept
  • Payment in House
  • Settlement
  • Skip (Non-Working Number)
  • Skip (Wrong Number)
  • INW UTD/Non-Coll - Debit Card Payment Request
  • INW UTD/Non-Coll - Fee-Interest Waiver/APR/Program Request
  • INW UTD/Non-Coll - BLIND TRANSFER (Other Reason)
  • INW UTD/Non-Coll - BANKING CENTER CONF
  • INW - Recovery Account Transfer
  • INW UTD/Non-Coll - Debit Card Payment Request
  • INW UTD/Non-Coll - Fee-Interest Waiver/APR/Program Request
  • INW UTD/Non-Coll - BLIND TRANSFER (Other Reason)
  • INW UTD/Non-Coll - BANKING CENTER CONF
  • INW - Recovery Account Transfer
500

Where do we transfer these calls?

What is nowhere? Foreclosure is second level queue

500

When do we warm transfer to CRT?

What is when a customer is calling back for an unresolved complaint?