Platinum Services
This team services customers with higher-risk accounts and specialized call types.
What is the Platinum Services Team?
The customer's perception of our brand.
What is Customer Experience?
This state's residents are protected under CCPA.
What is California?
SCRA stands for this.
What is the Service Members Civil Relief Act?
The two most common bankruptcy chapters handled by Platinum.
What are Chapter 7 and Chapter 13?
Platinum Services operates Monday-Friday from this time.
What is 7:00 AM–9:00 PM CST?
Silence longer than this on a call may disengage the customer.
What is three seconds?
Customers have the Right to Know, Right to Delete, and this third right.
What is the Right to Opt-Out?
Qualified SCRA accounts now receive this benefit after military service ends.
What are Life of Loan benefits?
During bankruptcy, associates should refer to "the account" instead of using this word.
What is "your"?
These two qualities encourage associates to think outside the box while using available resources.
What are Empowerment and Confidence?
These four elements make up effective de-escalation.
What are Active Listening, Engagement, Empathy, and Ownership/Action?
Santander does this with California residents' personal information.
What is "Santander does not sell personal information"?
This activity code should be processed whenever military trigger words are mentioned.
What is SSRF?
Chapter 7 has these four customer options.
What are Reaffirmation, Redemption, Retain & Pay, and Voluntary Surrender?
Platinum associates are expected to take ownership of customer concerns to achieve this goal.
What is ONE CALL resolution?
Instead of saying "Our policy is...", associates should say this.
What is "I can further research this to see what can be done."?
Customers generally receive a written response within this many days.
What is 45 days?
Customers generally have this long to submit orders during the review process.
What is 60 days?
Chapter 13 customers may pay through this person or entity.
Who is the Trustee?
Name four Platinum call types.
What is Bankruptcy, SCRA, CCPA, Potential Legal, Cease & Desist, Out of Country Requests, CBR Disputes.
Name three positive words encouraged during customer conversations.
Examples: Definitely, Certainly, Absolutely, Gladly, Fantastic, Great, Good, Terrific, Will, Assure, Understand.
A request may be extended for this additional amount of time.
What is 45 additional days (up to 90 days total)?
Name three protections available under SCRA
What are: Reduced interest rate, repossession protection, no late fees, life-of-loan benefits.
Name two states where voluntary surrender requires a signed form instead of a recording.
What are Wisconsin and Louisiana?