OCS, OCS, Baby
I'm trying to login to my account, but cannot get in. You notice that there is no activity for today. What two things could be causing this issue for our cardholder?
What is, the cardholder is using the wrong username, on the wrong website, or has never activated their e-mail/set up an account.
How many ACH payments can a customer make in one month?
What is, "2".
How long should you advise a customer it will take to receive any correspondence (letter).
What is, up to 7-10 days.
What does ACH stand for?
What is , The Automated Clearing House.
At what ACW or below can you qualify for incentive?
What is, 6 seconds or faster.
Do you have any non-taxable income?
List all the persons who can utilize the debit card payment option?
What is, "The Primary, Secondary, or Authorized user is able to utilize the debit card payment option."
How long does it take for a customer to see a fee credited once the process has been completed on our end?
What does "BIN" stand for?
What is, Bank Identification Number. This is the first 6 digits of the account number, which identifies the bank that issued the credit card.
What is the MPS (Minimum Performance Standard) for Adherence?
What is, 94%.
What is, "We have noted your dispute. Please allow up to 90 days for us to complete the investigation and we will send you a letter notifying you of the outcome. Payment for this dispute charge(s) will not be required unless we determine the charge(s) is valid. If we need additional information to process the dispute, you will be contacted."
The fee tab for a customer shows a late fee of $25.00.
In a December statement it shows a balance of $8.01 and the Amount to Prevent Late fee of $1.23.
After the statement prints the cardholder uses the card for a $100 purchase.
This customer does not make a payment on time by their due date.
What is the amount of the late fee that this customer will be charged on their January statement?
What is, "$1.23, the late fee charged will be in the amount of the fee listed under their terms and conditions but not to exceed the minimum amount due for each statement cycle."
How long should you advise a customer to wait for a card sent through the standardized mailing system?
What is, 7-10 days.
The automated system that our customers work with before speaking with us is known as an IVR. What does "IVR" stand for?
What is, a QA competition with 10 winners. 2 from each team.
What is the verbatim scripting that must be read when setting up a customer on an automatic payment program for the minimum amount due?
What is, "Today is month X, XXXX and your name is Customer Name. You are authorizing a monthly automatic payment for the minimum payment due from your checking account, routing number XXXXXXXXX and account number XXXXXXX. This will begin on month XX, XXXX and will happen on your due date each month until you cancel the service or a payment is returned. Please contact us at least 3 business days before your due date for cancellations. For any questions or to cancel a future payment, you may call us at 888-883-9824. Please reply "I agree" to confirm your enrollment in our autopayment service."
The C.A.R.D Act of 2009, Regulation Z states that credit card issuers must provide a notice of at least 30 days prior to what?
What is, "The renewal and billing of the annual fee, regardless of the account being active or inactive."
How long can a standard authorization pend for?
What is, up to 15 days.
Roses are Red. Violets are blue. What does "CCG" For?
What is, Capital Common Grounds.
!!!DAILY DOUBLE-THIS IS WORTH $800!!!
What is the most important metric to a call center, and the one metric that our clients measure us on?
What is, the abandonment rate otherwise known as ABA.
There is multiple Verbatim Scripting's for TFRP (Natural Disaster WHO waivers) based on the customer qualifying for the waiver and their current delinquency bucket. Can you tell me what script you would see if the customer was current and qualified for TFRP?
What is, "We will waive your minimum payment due for this month. You may be eligible for additional minimum payment waivers for the next 2 consecutive months; please call in before your due date to verify eligibility and to request this option."
The fee tab for a customer shows a late fee of $25.00.
In a December statement it shows a balance of $8.01 and the Amount to Prevent Late fee of $1.23.
After the statement prints the cardholder uses the card for a $10 purchase.
This customer does not make a payment on time by their due date.
What is the amount of the late fee that this customer will be charged on their January statement?
What is, "$0, A late fee will not be assessed if the account balance is less than $20.00 on the next statement."
When a customer mails in an application, how long should we tell them it will take to process the application?
What is, "7-10 days to receive and up to 30 days for processing."
What is, Where is the Information?
How do you spell Josh's last name?
What is, Noerenberg.