1
If a customer has not provided all of the required bankruptcy information, we can hold calls for up to __ days for the customer to call back with the missing information.
14 days
Business RPC’s will have either a separate profile (i.e. Secondary, Proprietor) or will be listed as any relationship other than ________ in Intralink.
Delegate
What is the resource used to locate any procedure documents, job aids, communications, etc.?
The Cure
From CACS, how can I identify if TCS or TSYS is to be used for any given account?
TSYS Information Tab
OR
Account ID at the top of the screen
What is the VDN Help Line extension for Toronto/Ottawa FE Advisors?
0501300
Can a FE advisors work an account that is in the A01 Queue?
Yes, account is in the Agency to be assigned queue and has not yet been assigned.
You must provide disclosures and ask 2 ID questions for:
a) Inbound Calls
b) Outbound Calls
c) Outbound Validation Job Calls
d) All of the Above
e) a) and c) only
a) Inbound Calls &
c) Outbound Validation Job Calls
Although they are outbound calls, the numbers being dialed are potential hits and not on the customer’s file. Therefore, verification is required.
To close an account, we would use ________(which system) and select the reason code ____________
TCS; "Revoked - No Longer Qualifies"
We can reverse Principal Pre-Payments made early on line or at the branch as long as it was made within ____ days.
We would submit the reversal using _____.
90; PEGA
Can a FE advisor work an account that is in the R40 Queue?
No, account is Repo Assigned and to be referred to Repossession company
When there is already a PTP already on file and the customer calls to confirm/change the arrangement, we can only enter a new PTP if:
The new Amount is _____ than the existing PTP amount and/or the new date is ______the existing PTP date
LESS THAN; AFTER
Name any 2 procedures that would require a FE Advisor to utilize the ACW Notes Template to complete?
Most Common:
- Updating Contact Information-
- Sending a PEGA Payment
- Offering a CAT
- Add/Modify PAD Info
When collecting on an ODP Chargeback Loan, what is the amount due and which system would be used to obtain this amount?
The FULL BALANCE is due on all ODP Chargeback loans.
The payout balance must be calculated using RLP/INTRALINK.
If a vehicle is repossessed in Ontario, is the customer still liable for the deficiency balance?
Yes - Seize AND Sue province
ScotiaHelps Advisors are authorized to remove holds on both chequing and saving accounts placed by the ScotiaHelps SKIP Trace team by e-mailing ____________
The Branch Manager
If a customer filed for bankruptcy/consumer proposal, what is all the required information that must be obtained from the customer in order to route to B01?
Update CACS with info as per Bankruptcy ACW Notes Template:
1. Trustee Name
2. Contact Number
3. Company Name
4. Date filed
5. Estate Number
When Verifying an internal BNS employee, we must obtain the following information:
(4 items)
1. Employee Number
2. Full Name
3. Transit
4. Who they report to
What are the secondary ID questions to ask if a customer is unable to provide their correct DOB or postal code?
1. Location of home branch (or intersection)
2. Other Contact Numbers (if they have multiple)
3. Other products they might have (if they have multi's)
4. E-mail address (if on file)
5. Last 3 numbers of birth certificate
If a Front End Advisor is advised that a number is invalid and there is no other signors or numbers on file, he/she must: (Choose all that apply)
a) Fill the “Change in Contact Information” ACW Notes Template
b) Remove the number on Intralink and replace with 999-999-9999
c) Pull a Credit Bureau Report to locate potential numbers
d) Route to F07
e) Request the branch to place a hold on the customer Scotiabank account
f) Issue appropriate letter to prompt a call back if valid address on file
g) Visit their address and request for updated information
a) Fill the “Change in Contact Information” ACW Notes Template
b) Remove the number on Intralink and replace with 999-999-9999
d) Route to F07
f) Issue appropriate letter to prompt a call back if valid address on file
When advised of a Customer's death, we must:
(4 steps)
1. Confirm if the death certificate has been provided to branch or advise caller to do so
2. Obtain the date of death as well as caller/executor’s full name and phone number
3. Resume collections if there are any signors on the account that are not deceased Place hold on CACS for 14 days to prevent further calls
4. Resume collections if there are any signors on the account that are not deceased