WTNR
How do you access the Invalid Phone Number Tool?
In UCRS; select Account Maintenance tab and choose the "Invalid Phone Number"
The agent previews an account before launching the call and notices that there’s a pending payment that will clear the delinquency on the account and does not call. How should the agent action code this account?
PIH
If you are speaking with a 3rd party who does not know the customer, what actions do you take?
Submit invalid phone number tool and action code WTNR
What steps do we take next when we cannot find the complaint category needed?
If you come across a situation where you cannot find the exact complaint reason from the list, then find the
option that fits the closest. If the complaint category selected includes a comment box, add additional detail
as needed.
Both the borrower and the authorized user are on the line. The agent is going through the financial assessment. The authorized user begins to answer the questions for the client. What should the agent do in this situation?
The agent should advise that we need to capture the answers from the borrower.
Where do you go to check if an invalid submission has processed correctly?
Invalid Phone Tool History
Which action code should the agent use when all they did was modify an existing arrangement in Payments and Transfers tool.
NOAR
If the operator says "This call cannot be completed as dialed" what action do you take?
Submit invalid tool and action code WTNR
Agent launches a call. An unknown third party answers who refuses to verify who they are. The party states, “hey you guys keep calling my family members and not actually calling the right person.” Would we track that complaint and if so, what complaint would that be under?
Yes!
Contact or Outbound Call - Message left for Wrong Customer
When the caller requests to cancel a Reduced Payment Program or Short Term Program offer they have accepted, are we able to complete this request? If so, when?
This can be cancelled ONLY if the status is saying "waiting for payment"
Client is filing bankruptcy and then asked us to remove a phone number on account 1230?
WTNR, and go back into the account and action code it "BKO"
BKO takes longer so that needs to be done last
The client stated they filed for bankruptcy but says he will be making a payment tomorrow
for $320.00 what would the action be?
BKO
Do we submit invalid phone number tool when we get an operator message of "call can not be completed at this time"
No, Notate and code for what actually happened
Client calls in and angrily tells the agent: “Your bank is the worst bank on the planet!” Would you track this as a complaint?
No
True or False:
A customer accepted a STP 4 months ago, he is calling us today to let us know his situation has resolved itself and wants to pay the remaining of the balance for the program to start using his card. Since the client is paying off the remaining amount, we can cancel the STP and he can start using his card again.
FALSE.
The client cannot opt out of the STP to regain charging privileges and must complete the full six-month term.
What do we do if a customer states they want us to never call a specific phone number again?*
Cease and Desist on phone number level only
The agent should use the ________ action code when a Cease and Desist (C&D) CSI has been filed.
WTNR-
The agent should use the WTNR action code when a Cease and Desist (C&D) CSI has been filed.
What action do you take if you receive operator message "calling has been restricted on this number" AND what is your action code?
Do not remove #, action code is: NABZ
What is a complaint?
A complaint is a concern or grievance regarding a bank product, service or employee conduct.
When a complaint is expressed, always acknowledge the complainant's concern and educate based on procedures and resources, if applicable.
Client accepted a settlement but has not made a payment. We are able to cancel some programs if they show "waiting for payment." Is settlement one of those?
No.
Do you submit invalid tool and WTNR if you speak with unidentified 3rd party and they state you have the wrong number?
Yes, let's remove it
You got a promise to pay, transferred the call over to Navicore, and removed a phone number. What is your Action Code?
PTPP
When you remove a phone number from one account and the customer has a relationship account that does not have the phone number do you action code both accounts WTNR?
No you would only action code the account the number was removed from WTNR. Action code the other accounts for what happened on the call.
Client calls in and says they do not like our credit cards because the color is gross. Then, they stated that their purchases are getting declined and are having issues with online banking. Agent transfers client to Online banking for further assistance. What complaints should the agent track?
The agent should track a complaint for the declined purchases
When is it acceptable to offer a settlement?
First utilize NGW/WAVE to see what options are available. Agent can offer 70% settlement through SAMMI if NGW/WAVE did not provide a settlement as an option on up to date accounts only.