Attorney Representation
How should an account be memo’ d for attorney representation when details are available?
Example: CM REP BY ATTY, JOHN SMITH, 212-555-1212
(Attorney representation handling | Article no. 27689)
True or False: Before payment programs are discussed with an Unauthorized Third Party, specialist must read non-liability disclaimer and obtain acknowledgment.
FALSE
(Authentication, identification, and discussion | Article no. 28337 & Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
True or False: REAGE is a short-term payment program that helps eligible past-due accounts to be brought up to date without paying the full amount due if qualifying payments are made over one to three billing cycles.
TRUE
(Reage | Article no. 27679)
True or False: If attorney retained for bankruptcy (BK) and BK information is available, account will be considered as attorney representation.
FALSE
(Bankruptcy unconfirmed | Article no. 28333 & Attorney representation handling | Article no. 27689)
True or False: A third party is defined as any person who isn't the customer or their attorney.
TRUE
(Third party authorization | Article no. 27832)
How can Chase receive notice of attorney representation?
Notification of attorney representation can be verbal or written and effective upon receipt.
(Attorney representation handling | Article no. 27689)
When should the non-liability disclaimer be read?
Immediately after authentication and before discussing money.
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
What are some benefits of paying the amount due by due date that can be shared with the customer?
• Avoid additional Late Fees
• Prevent Account Closure (If applicable)
• Account charge off (if applicable)
(Negotiate payment during call flow | Article no. 103387)
Who is able to provide bankruptcy notification?
Customer, Attorney, Attorney Staff, Authorized 3rd party, Spouse, Voicemail
(Attorney representation handling | Article no. 27689)
How long is a Durable Power of Attorney (POA) authorization valid?
Until a written rescind request is received
(Third party authorization | Article no. 27832)
How can a specialist determine if an account should be handled as Unconfirmed Bankruptcy or Attorney Representation?
• Unconfirmed Bankruptcy: Has Bankruptcy case number or file date and chapter number
• Attorney Representation: Has Attorney details but does not have Bankruptcy details
(Bankruptcy unconfirmed | Article no. 28333)
When should the Mini-Miranda disclosure be read?
When trying to collect a debt, and before beginning conversation with an authorized party.
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability |Article no. 28338)
True or False: Call handling and / or evaluations should focus on all past due Multiple Relationship Customer (MRC) accounts to be sure world class customer service provided.
TRUE
(Multiple relationship customer accounts | Article no. 28143)
What are the most common Bankruptcy Chapters?
Chapter 7, Chapter 11, Chapter 12, Chapter 13
(Bankruptcy unconfirmed | Article no. 28333)
What states require written authorization before speaking with a third party?
• California
• Massachusetts
• New York City
• Louisiana North Carolina
• Iowa
(Authentication, identification, and discussion | Article no. 28337)
True or False: When revoking consent due to attorney representation "Cease and Desist" should be selected under mobile numbers.
TRUE
(Phone and consent update decision guide| Article no. 27862)
Where are notifications regarding state restriction and/or disclosure requirements located within first support?
When enrolling a customer in Effort what are the 3 key components to remember when considering payment timing?
• Must post within 10 calendar days
• If 10th calendar day falls on Saturday, make sure customer is informed payment must post by previous day (Friday)
• Payment shouldn't be scheduled to post beyond current due date
(Effort | Article no. 27972)
What information does a customer need in order for us to update the account as Bankruptcy Set-up?
Bankruptcy case number or file date and chapter number.
(Bankruptcy unconfirmed | Article no. 28333)
How should an account be authenticated on a deceased notification call?
ACCEPTABLE ANSWER COMBINATIONS:
•First & Last Name (including any hyphenation and / or suffix) + Last four-digits of Social Security number (SSN)
OR
•First & Last Name (including any hyphenation and / or suffix) + Mother's maiden name (MMN) / password
OR
•First & Last Name (including any hyphenation and / or suffix) + Date of birth (DOB)
OR
•When caller doesn't know account security information, full account address (street, city, state) may be used
(Authentication, identification, and discussion | Article no. 28337)
How should an account be memo' d when customer indicates they are represented by an attorney, but the attorney details are not available?
Example: CM REP BY ATTY, ATTNY DETAILS UNAVAIABLE
(Attorney representation handling | Article no. 27689)
True or False: Disclosures that imply the existence of a debt should not be shared with Unauthorized Third parties.
TRUE
(Disclosures / Disclaimers: Call recording, monitoring, mini-Miranda and non-liability | Article no. 28338)
If account is enrolled on BLP, under what circumstance can the account be transferred to the Customer Assistance Team?
Customer situation has changed and can no longer afford the BLP payment.
(Customer Assistance Team - referrals and handling | Article no. 28332)
What are the steps when performing a Bankruptcy?
Choose Bankruptcy set up in toolbox, determine who you are speaking with, enter BK case number or file date and chapter number on firm wide operations portal, select submit, educate the caller, FBP team validates bankruptcy, enter detailed memo with case number chapter number and file date along with attorney info if added, enter name of all bankruptcy filers, arc the account.
(Bankruptcy unconfirmed | Article no. 28333)
How long is a verbal authorization to speak with a third party valid?
12 Months
(Third party authorization | Article no. 27832)