NTB Calypso Team

Call Structure

100

^{What are the 3 parts of a call?}

^{Introduction, Negotiations, Conclusion}

200

^{What does introduction entail?}

^{- Ask to speak with debtor (client/co-app etc)}

^{- Introduce yourself (name and calling from RBC)}

^{- Explain reason for call and request payment.}

300

^{Fergie calls Karen as she was short of $5.00 on her credit card and says she will pay it. What information must Fergie include the conclusion or recap with Karen?}

^{Reconfirming payment arrangement date/s and amount/s.}

400

^{What is the term used to describe solutions for clients in financial distress?}

^{Debt Management Tools}

500

What does negotiation entail?

- ^{Negotiate payment arrangements that will cure the file completely}

^{- Verify address and telephone}

^{- Educate client (credit bureau, consequences, payment options)}

^{- Advise client to refrain from using available credit until debt is brought up to date.}

^{- Probing} 

Email Etiquette

100

^{What are the various recipient lines and what do they represent?}

^{'To’ – This field will allow you to select the recipient that you will be addressing this email to.}

^{‘Cc’ –  Carbon Copy - Secondary recipients, the individuals you would like to receive a copy of this email for their reference.}

^{’Bcc’-   Blind Carbon Copy - allows the sender of a message to conceal the person entered in the Bcc: field from the other recipients.}

200

^{What are some pieces of information do we encrypt?}

^{- Credit Card Numbers}

^{- DOB}

^{- Name}

^{- Bank Account Number} 

300

^{Jack sends and email to Jill with information that requires an immediate response, what type of email did Jack send?}

^{A time sensitive email}

400

^{What is the difference between "Reply" vs "Reply all"?}

^{- Use “Reply” when you want your message to be delivered to a single person in an email thread.}

^{- Use “Reply All” when you want your message to be delivered to every contact on the thread, including the CC, BCC, and To recipients}

500

^{Kris got an email from a gmail account that is asking him to reveal his card information to purchase a family day t-shirt, what type of email is this?}

^{Phishing email}

Credit Cards

100

^{What are some ways we can identify an RBC Credit Card?}

^{The RBC LOGO}

^{The BIN number}

^{The Chip}

^{The Expiry date}

^{The Pay Pass logo}

^{The Visa Logo or  MasterCard Logo}

 ^{Clients Name}

200

^{How many digits does the credit card have?}

¹⁶

300

^{Who else can be on the credit card besides the primary client?}

^{Co-Applicant and/or an authorized user}

400

James got his credit card in January 2025, until when will his credit card be valid?

End of January 2029

500

^{What are some benefits credit cards offer?}

^{Low interest rate, cash back or reward points.}

Roles & Responsibilities

100

^{What is the primary role of all CM&R employees?}

^{Reduce losses and mitigate risk.}

200

^{How do we identify a client on an outbound call?}

^{By their first name and last name} 

300

^{What is the madatory scripting collectors tell clients during the client identification process?}

 ^{“For quality assurance, training and coaching purposes, we record all conversations.”}

400

^{You can provide the client with the credit card number and expiry date at anytime during the call, True or False?}

^False

500

What part of verifying the address is mandatory?

Postal Code

Miscellaneous

100

^{What are some examples when it may be suspected that a caller or someone in the caller's location requires assistance of a medical professional or emergency service?}

^{·  Someone is threatening or considering self-harm or suicide.}

^{·  Someone has a medical emergency.}

^{·  There is suspicion of abuse of a client or a family member of the client.}

200

^{What are some Canadian cultural or financial terms?}

^{- Hydro Bill} 

^{- Rogers/Bell/TELUS - Telco Company}

^{- Child Tax Benefit (CCB)}

^{- Canadian Disability Benefits}

^{- Employee Insurance}

^{- Canadian Pension Plan}

300

What is an Authorized User?

An authorized user is someone to whom we have issued a credit card on your account at your request but has no responsibility to the bank for amounts owed.

400

Zena answers your call and is speaking English partially and mostly in a language you do not understand and you are unable to locate it in the Foreign Listing, what is your next step?

Please advise the client to go to the branch and call us back so that we can speak to the branch representative who opened the credit card or ask the client to call us back with someone who can speak English or French.

500

^{This procedure will assist collectors when clients state they have or will file bankruptcy (BK), consumer proposal (CP), credit counseling services (CCS) or dépôt volontaire (DVOL).}

^Insolvency