Duplicate Accounts
How many ways can you treat a Duplicate account?
3
Pre-approval offer ($1200) + CERB only. What is my approved offer?
$400
Red and Yellow.
PD request of $200 on 05/24/2021, next due date is 05/26/2021. What is your response?
Process PD request
How many CRM searches should be done at the start of interaction with a member
Three. Full name, First three letters of first name and last name, phone number.
LU offer ($1500), current loan $500 + CERB + Part time income. What is my approved offer?
Unconfirmed, send to CR for 2nd review.
Cx chats in and you see blocked/flagged banner on CRM/ What do you tell cx?
Provided the blocked canned response
PD request of $200 on 05/21/2021, Due date is 05/25/2021. What is your response?
Unable to process PD as we need 2 business days 05/24/2021 is a holiday, advise to set up PD for next due date or provide OBP details.
Duplicate account with different names but same phone numbers goes to?
PFI.
LU offer $1000, current loan $200 + CERB only. How much is my approved offer?
LU $400. Cash out amount $200
Which team gets a case and which team gets an email?
Case - Fraud Team
Email - Member experience
PIF request on 05/21/2021, next due date is 05/25/2021, what is your response.
Unable to process PIF for 05/25/2021, we need two business days and 05/24/2021 is a holiday. PIF can be set up for 05/27/2021 or provide cx with OBP details provided full loan amount owed.
I am aware I had an account previously, but I did not get an offer then. What is your next line of action?
Request for PFI docs and move to PFI.
Cx on CERB/EI only, what do you do to employer i-frame?
Change to "Unemployed".
Email address to send inquiry and subject of email should be?
Email: customerexperience@mogo.ca
Subject - Complaints/Accounts Review - Customer's name
Cx sent in PIF request set for 05/25/2021, chatted in on 05/24/2021 to cancel. What is your response?
Advise cx that payment has already been processed, but escalate to FS or TL to confirm if PIF request can still be cancelled before payment is batched.
Duplicate account with same information. Second account has no products and no flags. What do you do next?
Proceed with CeX path and notate dupl account on file.
What is the minimum net income, based on income requirements. any pay cycle is acceptable
$13,000 annual
$500 BW
$1083 Monthly
$541 Sm and $250 weekly
Standard timeframe for team to reach out to customer of blocked/flagged account?
72 business hours
Cx sent in PD request of $120 on 05/21/2021. Due date is 05/26/2021. What is your response?
Inform cx that payments are in multiples of $25 only and ask if cx would like to PD $100 or $125 to proceed with request.