Payments/Promises
How many days should be added to a bill pay promise?
3
True or False:
An Account Manager can activate a card.
True- An Account Manager can activate a card
Who can request a late fee waiver?
Primary secondary conservator/Guardian Acct Manager Power of Attorney
True or False:
Verification must be on the Embossed Name and not the Legal Name or any other name.
False -The Verification must be on the legal name
True or False:
If a customer has a status of 3PDM, you should take the call.
False-you would transfer Task-Handle Debt Management Inquiries
If a customer made a payment in store and the payment is showing as pending in the system, are we able to set up a promise to pay, and what payment method should be selected?
Yes; pending payment.
Who is authorized to add an Account Manager to an account
The Primary Secondary and Power of Attorney can add an Account Manager
True or False:
If a customer asks whether they have a late fee, we should go ahead and waive it simply because they brought it up first.
False-we should only waive a late fee if the customer asks or implies that they don't want to pay a late fee
If an account does not return results after several attempts and the caller insists they are a Kohl’s customer, the agent must escalate the issue to a __________ or __________ to create an incident.
Team Lead or Supervisor
True or False:
If a customer wants to be transferred to Customer Service, we should read them the hold disclosure and then transfer them.
False: Calls should no longer be transferred between the Genesys and Tsys systems. We should be offering the phone number to the customer to call the dept themselves instead of transferring. If the customer declines, then we can transfer
Who is authorized to add Promise to Pay arrangements ?
Primary, Secondary, Authorized User, Power of Attorney, Account Manager, ok2sw, Conservator, Guardian
Jim is an authorized user on his mom’s account, which has recently been reported to collections. He has called to remove his name and his sister Mary’s name as well. What steps should we take to process this request?
If the Authorized User is calling to remove another Authorized User, inform the caller that teh Primary, Secondary or POA will need to make the request.
When should you read the Late Fee inform?
When you remove or attempt to remove a late fee
Authorized Users and Account Managers may provide the primary cardholder’s personal information during verification.
False
Authorized Users and Account Managers must provide their own information, not the primary cardholder’s.
True or False:
Does a customer have a grace period on expired Kohl’s Cash?
True: The customer can use their GREEN Kohls Cash up to 5 days after it expires
Angela (customer) has just enrolled in a Hardship Program and is experiencing difficulty setting up Autopay. What steps should be taken to assist the customer?
We Need to inform the customer that autopay is not an option for accts in a Hardship program, However we can set up 3 payment
Lori is the Account Manager on her cousin’s account, which is 5 months past due. She has called to remove her brother Ted as an authorized user. What steps should be taken, and are you able to assist with this request?
Yes- if an account manager is calling they can remove themselves or an authorized user. They are not ableto remove other Account Managers or Authorized Rewars Represenatives.
If a customer has an account with a $100 payment due on the 1st of the month, and they make a first payment of $50 on the 30th of the previous month and a second payment of $50 on the 4th of the current month, will a late fee be applied?
Yes, the customer must bring their account completely current before midnight ET time of their due date.
If a cardholder has passed away, how should a former POA, Conservator, or Guardian be handled?
They should be treated as a Third-Party caller, and procedures for Handling Notification of Deceased Customer / Estates must be followed.
True or False: If a third-party interpreter is speaking on behalf of a customer due to a disability, the agent must speak directly to the customer to verify them.
False — The agent does not need to speak directly to the customer when a third-party interpreter is used.
Jami was transferred from Customer Service after placing a $200 order. Her due date was missed 5 days ago, and she would like to pay off the full $1,000 balance. What is the appropriate next step?
Let Jami know that because she has a pending transaction you cannot give her a payoff amount. You can set up the payment for the $1,000 balance but she would need to check her next statement for residual interest.
True or False:
If an Account Manager has been removed but the Primary wants to add them back, you must transfer the request to COF Escalations.
False: If the user cannot be reactivated we must let them know "I have looked at your account. Unfortuantely, since the user was removed frpm your account, we are not able to add them back."
True or False:
The customer recently opened the account and missed their first payment yesterday. Since the late fee is not currently showing, the customer should be advised to call back tomorrow to have it waived.
False-We should NOT set the expectation that the customer will receive a fee waiver in the future.
True or False: The mini miranda must only be read to the Primary/Secondary since they are the only one's responsible for the debt.
False: In addition to the Primary/Secondary, an RPC is anyone who has received authorization to discuss and/ or act on the account (e.g., Authorized User, OK2SW, etc.).
What should an agent do if they receive an ADA accommodation request they cannot fulfill?
Escalate the request appropriately — ADA accommodation requests should never be denied; they must be escalated if they can’t be fulfilled.