AUTHENTICATION
To pass authentication for an outbound call, this is what you need to ask for and obtain.
What is- Asking for the first and last name and getting a clear confirmation (Yes or this is)
Inbound call- Specialist says intro **
Customer: Hi I'm calling for my business, Eric's envelopes LLC. I'm Eric Richardson.
Specialist: Hi Eric thanks for confirming. Lastly can you just verify your Date of birth please.
Customer: March 21st, 1999. Does this result in a quality error? If so, why?
YES- cannot obtain DOB for business authentication
This particular disclosure has to be read on ALL outbound calls but actually is not a requirement on ALL inbound calls.
What is- the Call monitoring disclosure.
A customer authenticated and advised that they already had a direct deposit that came in this morning. Looking on CA the deposit is listed as pending(from employer). This macro is ran.
What is- PP Macro. (Pre)
This is the information you need to get from the customer to pass authentication for a Business Account.
What is- Signer's first and last name, Full business name and last 4 social/tax ID.
*Answer with YES P&P fail or NO P&P fail*
A specialist had an outbound call to a cell phone for a Pre account. The customer replied "Yes this is she" to the intro and then disconnected. The specialist notated -
TC, OR.
What is- FAIL customer authenticated so result code would be NC.
A third party is calling in to make a payment on their Brother's behalf. They want to process a check by phone. This disclosure HAS to be read to them before payment is requested or payment arrangements are discussed.
What is- The Non-Liability disclaimer/disclosure
A customer advises "DO NOT CALL ME EVER AGAIN" and hangs up. This macro needs to be ran (Bonus 50 points if you can name the full process that needs taken in the correct order)
What is- SH macro (Cease and Desist)
Bonus- Go to CCPT, Go to CA, and Lastly run SH macro.
*Answer with pass or fail*
Spec: "Hi, is Natalie London available? "
Customer: "Yes, who is this and what do you want"
Spec: "Thank you for confirmin....."
What is FAIL- Specialist asked if cx was available not "is this" so "Yes" was not enough of a confirmation.
*Answer with YES P&P fail or NO P&P fail*
*OUTBOUND CALL*
SPEC: Hi, am I speaking to-
3p: Don't call here! *CLICK*
Specialist updates Customer Assist and runs the macro.
What is - YES P&P fail Workflow/procedure (Communication Preferences Tool: The Tool was not updated to stop collections calls)
"Good morning my name is Mallory with Chase, this call will be monitored and recorded, with whom do I have the pleasure of speaking with today?" This interaction will for sure result in this REG markdown.
What is a- State Regulatory Adherence- failure to properly identify themselves and/or the bank
Inbound call- *Assume all authentication done.* Specialist: SO looking at your account Mr. Customer, it shows we are no longer collecting on this balance it is considered a dead charge.
Customer: So I can reapply for a new acc.?
Specialist: Yes in a branch with 2 forms of ID. Anything else I can assist you with?
Customer: Nope, bye!.
Would this result in a quality error? If so, which one. **50 bonus points if you know what was missed**
What is- REG error- no dead charge disclosure read.
*Answer with what is pass or fail* A customer with a DBA account calls in to get information on her text message. She provides her full name and last 4 of her social.
What is- PASS. DBA account has first and last name as Bus name.
*Answer with PASS or FAIL*
An Inbound call comes in. Specialist does intro but caller asks who is this and then disconnects. After loading the only account on first call- a Pre account comes up 30 days delinquent.
Specialists notate. CT, OR.
What is- FAIL. Markdown for correctly select and Apply codes. OT OR.
*Answer with pass or fail*OUTB call
Customer: "Okay. I'm overwhelmed, I can't talk about this right now. Here speak to my wife, and YES I give you permission" ... *New voice* "Hi this is Mel"
*Specialist sees acc is joint*
Spec: "Hi my name is Nick with chase bank, my ID is 234567, is this Melanie Fox?"
Customer: "Yes"
Spec: "Okay well the acc ending in ...."
What is FAIL- No CMD read when new customer got on the line.
*An inbound call comes in for a PRE account. The specialist sees the account went over drafted 2 days ago from Customer Assist. * Assume all authentication is done.
Customer: I just wanted to call to let you guys know I will be covering the balance on 10/30 with my direct deposit for sure.
Specialist: Okay sounds good I can go ahead and notate this, Anything else I can do for you?
*Specialist sees it is inactive in CMS and runs the SH macro*
Would this result in a quality fail? If so which one.
No- it will be a TLCD for running the macro on an inactive account.
*Answer with what is pass or fail*
Spec:"Hi is this, Roy Scott JR?"
Customer replied: "This is Roy Scott"
Spec: "Thanks for confirming- my name is.."
What is- FAIL- missed "Jr", could be father or relative of customer.
An inbound call comes in- A specialist sees 3 accounts populate. The call disconnects without anyone ever coming onto the line(just silence). The agent hits "No message" and moves on. Will this result in a markdown? If so, which one?
YES- failure to document the account.
*Answer with pass or fail* Bonus 50 pts point if can name why with answer*
*Assume all appropriate measures were taken thus far on the call*
Spec: "Alright Mr.Bellarie, I have all the info we need. I'm just going to recap this settlement arrangement to ensure everything is accurate before I save the notations. You are going to pay the settlement of $100, on October 24th in the branch, is that correct?
Customer: "Yes"
Spec: Great! You may receive an email survey, any feedback is greatly appreciated. Have a great day!
What is FAIL- no settlement disclosure read REG violation.
What does ACC stand for.
Authenticate, Connect, Collect.