Vanquizzle

row 1

100

full word for FCA

Financial Conduct Authority

200

3 outcomes of Complaints

Upheld 

Not upheld

OOJ (out of Jurisdiction)

300

how long do we have to resolve a complaint?

56 days ai

400

3 things that falls under Public Record info?

DRO's, IVA's, Bankruptcy, Defaults, CCJ's

500

full word for DSAR

Data Subject Access Request

row 2

100

Full Word for OOJ

Out of Jurisdiction

200

What is the CCP and what do we put here?

Customer Care Page, any vulnerable/sensitive disclosure that the customer makes and gives us consent to note

300

According to the FCA what makes a complaint?

Financial Loss

Material Distress

Material Inconvenience

400

APR definition (not full word)

Cost of borrowing money over a year on a credit card/loan considering interest and other charges like annual fee

500

6 Great communication tools

Listen Carefully

Share the problem

Understand their priorities

Be respectful

Begin with a positive statement

Smile bru

row 3

100

what is empathy?

putting yourself in the customers shoes

200

3 Vanquis Principles?

Engage

Tailor

Own it

300

3 Catergories of Complaints

Complaint

Query

Feedback

400

Explain a Purchase offer?

Example= Customer gets 4 months interest free on purchases

500

Difference between a DMA and DCA?

DMA is a Debt Management Agency where the customer goes if they are in financial difficulty.

DCA is a Debt Collections Agency who collects debt on behalf of creditors if the customer has defaulted with their creditor then their debt will be sold

row 4

100

How much does Vanquis get charged if the customer takes us to the FOS and who is the FOS?

Financial Ombudsman Service, £750

200

How do we report suspicious activity if you think the customer is committing financial crime?

By raising a SAR (Suspicious Activity Report)

300

Definition of Complaint

Any expression of dissatisfaction, written or verbal, justified or not

400

4 behaviours to build great rapport

Empathy

Trust

Authority/Authenticity

Reassurance

500

TEXAS full word

T- Thank the customer for providing this information

E- Explain that the information is used internally or by one of our approved suppliers

X- Explicit Consent

A- Ask questions to get a situational understanding

S- Signposting

row 5

100

When do we use TEXAS?

When a customer makes a sensitive disclosure

200

what happens if the customer fails to contact us to make a payment to clear the full arrears or setup a payment plan within 28 days after recieving a Default Notice?

Their account will go into Default

300

what is our Grace period on interest?

56 Days ai

400

What is tipping off?

letting a customer or 3rd party know that they are the subject of a suspicious activity report- Mentioning Money laundering, Financial Crime etc.

500

3 Red Flags of Financial Crime

Transaction values dont align with customers known income.

Placing account into a credit balance

Customer using a high volume of payment methods

Customer refusing to provide documentation

Large cash withdrawals followed by large payments

Cash-Based income indicating Tax Evasion