Miscellaneous
DOUBLE JEOPARDY!!!
This is ALWAYS the first place I will go when processing OTP.
What is Innovis?
DOUBLE JEOPARDY!!!
What is the policy number for steps to complete OTP?
This is where I will always go when I have an account number.
What is RPLID or FDR?
This is the button I will push in CI to send the customer their terms and will not work if either of these two things are true.
What is the AOD button and what is an invalid or missing email address?
What is PID?
If a customer is upset we will always try to deescalate the call and if we are unable to do this we will ____________________.
What is transfer to the credit assist/coach line?
This must happen if a store is calling in and the ani match is a fail.
What is call the customer back on the main store line? Remember to always get the associates name and their extension.
If a customer is stating they did not make the purchase that is on their account, I will always transfer to this department.
What is FEW? (fraud department - Fraud Early Warning)
DOUBLE JEOPARDY!!!
These are the correct items to check when reviewing an application with reason code of ATP LT 500.
What is verify with the customer: Income and housing, then check the CBR for other payments or open AMEX.
DOUBLE JEOPARDY!!!
What is the correct CBR to pull if there is an open AMEX?
This is the proper steps taken when a store associate advises that the TSP has been printed.
What is make sure the A-79 block is removed, note the account something like "vrfd str prntd tsp, no block, apr - "
DOUBLE JEOPARDY!!!!
If I have an ECOA call for a declined CLI or application, I can provide this even if they have not received their letter.
What is the first two reason codes?
DOUBLE JEOPARDY!!!!
Bonus - Where are the 2 places these can be found either in RPLID or CI?
If a customer is auto approved on a new application and wants a higher credit line, I will offer ___________ and in order to do this I must process _____________ before going to ____________ to complete the request.
What is CLI, OTP, RPLID
DOUBLE JEOPARDY!!!!!!
Anytime the customer request for us to pull an alternate CBR we will do this.
What is advise the customer we can only use the CBR that is their primary report. We cannot pull an alternate CBR just to see if we can get them approved.
What would be the only time we would pull an alternate CBR?
If an application status is canceled, where is the first place we will go and why?
What is the relationships tab and check for a duplicate application?
What is BS, CIS, CMA, F2, NM SA1?
Anytime a customer is not in the store and they are approved for a new account, I will advise of the card time-frame but I am also required to do this.
What is ask if the customer will be making a purchase before they received their card and if so will it be online or in the store?
If a there is a credit freeze on the application, I can only speak to ______ about it. Then I will verify if they _________________.
What is the customer and verify if they have lifted the freeze.
If they state they have lifted the freeze I will look to see what time the freeze was lifted and if I need to re-pull the CBR.
These are the 4 reasons that you will ALWAYS have to give DPC.
What is making an outbound call, phone switches hands, you are speaking to someone calling from PR or customer places you on a speaker phone?
Before approving an application, we should always confirm/ask for this so that the customer will not be inconvenienced.
What is ask/confirm the RSA?
DOUBLE JEOPARYD!!!!!!
We always choose this at the contact when loading a customer's account in RPLID.
What is Non-phone?
If processing a CLI with the customer I will go to the ________ to start the process.
When processing an application for a store or customer with a fraud alert I can only contact the customer during this time frame.
What is there is no time frame? If you are talking to the customer and there is a fraud alert you can contact the customer at any time.
**This is only when there is a live call, queues are different.
Blake is a pretty smart dude. He is great at resolving IT issues but his favorite way to start resolving issues is to _____________________.
What is pushing all the buttons?
If a customer/store cannot hear me and I have tried more than 3x to speak louder for a response, I will do this.
What is stating, "I apologize, I cannot hear you but if you can hear me, please hang-up and call us back. I will need to disconnect the call due to no response."
If there are 2 applications in CI for a customer. I will always work the application with the _________. If customer ask when they can apply again for the card I will advise they can apply ___________ and they can be approved ____________.
What is CBR pulled? What is they can apply anytime but they can only be approved for another application after seven days.
When processing a CLI for a customer, you must make sure to confirm the ____________, ____________ and the ___________. You must also make sure that ________ box is checked.
What is the house payment and income and RSA? What is disclosures box?
Make sure to click in all of the fields or the process button will not be available to click. Even if the income/housing does not change you must still click in the boxes or the process button will be grayed out.
If a customer has 3 accounts already and want a 4th, we will review the accounts and then offer ________ to the customer.
What is check to make sure there is an account with a zero balance and if so we can offer the customer to close one of the accounts and further process the application that they are calling in about today?