Team Meeting

Compliance

100

When is it okay to disclose the name of the PCH.

What is Never. We can CONFIRM the name of the PCH but not disclose.

200

TRUE - FALSE An authorized user is in store processing a sale that is declining becuase of a past due amount. It is okay to tell the customer to make a payment to satisfy that amount to process the sale.

What is False. The primary would need to be present to disclose why the sale is not going through and advise what is needed to process the sale.

300

TRUE - FALSE The PCH is in store doing an account look-up. The PCH states that she does not know where here card is but she know's it os somewhere at home and wants to look for it. Even though she knows it is at home a Lost\Stolen report must be processed

What is False. Inform the customer that she can take additonal time to look for it but if she does not locate it call back to report it L\S.

Payments

100

What are the payment options in store ?

What is Cash or Check

200

What are the payment options the the IVR ?

What is Checking Account info (routing number & account number)

300

When is debit card accepted ?

What is with a live representative for a $10 fee

Verification

100

TRUE - FALSE A store associate is processing an application and has a reference number. The keycode being provided is not pulling up an application and you have to look it up using other means. When you're verifying the customer you only verify her DOB. This was sufficient.

What is False. If the keycode is not pulling up the application we must verify the last 4 of SSN

200

TRUE - FALSE The customer's name is Jane Card Holder. When she introduces herself she states she is Jane Holder. She does not have to verify her full name in this case because it's obviously her maiden name.

What is False. If the customer has the entire name spelled out then that name must also be verified. If it stated Jane C. Holder we would not have to verify the "C".

300

TRUE - FALSE The PCH has the same number listed in both the home & mobile slot. The PCH states that the phone number is a cell phone so we can leave it in both fields.

What is False. When it is confirmed to be a cell-phone we must remove it from the home field.