Who Approved this Category
Product types that are eligible for a Full Scheule Adjustment
What are RBT Installment after 15 days and What are Tab & Direct Installment
This helps to build rapport because it humanizes the customer and helps them to feel like they are valued as a person.
What is using the customers name.
When securing an inbound call, if a customer refuses or provides the incorrect DOB, what piece of information can you confirm to authenticate the phone call?
What is Zip Code.
True or False - Once NetCredit purchases an RBT installment loan and NetCredit is now the owner, if the customer lives in an eligible state, the customer would be able to refinance
What is TRUE
A current RBT installment customer calls and wants to update their bank account information. What is the first step you would take?
What is Attempt EBS
True or False: If the customer calls in from a number that is not on file and would like to update their email address but fails KBA, we can send email #601b and then update once the customer replies with the last four of the social security number.
What is False.
If a call comes in Not Authenticated, what 2 pieces of information must you confirm with the customer after the call is secured?
What is Email Address and Phone Number.
In what order are installment payments allocated to a customer's account?
What is Accrued Fees>Accrued Interest>Principal
True or False: The latest time a customer's loan can be approved in order for them to receive their funds the same day is 11:30 a.m. CST Monday thru Friday.
What is False.
Which product(s) are currently assessed late fees?
What is NONE.
True or False, Both NetCredit and RBT customers can rescind their loans.
What is TRUE.
Which of the following is the appropriate duration for placing a call on hold before returning to check in with the caller?
What is 2 minutes.
Is the statement "NetCredit will fund you" Unacceptable or acceptable?
What is Unaceptable.
Based on bank scritping guidelines is "Are you an existing customer with NetCredit?' Acceptable or Unacceptable?
What is Unacceptable.
Your customer is in LP status. Under the notations, you see ebs_required. You check Decision Logic and see that they are receiving a red bank error. What are your next steps?
Request their 2 most recent bank statements (and a voided check if the customer banks with a credit union)
If the customer said that they experienced some financial loss due to an error made by Net Credit, What are 3 things to do to assist the customer.
What is:
Express empathy
create a complaint case
attempt to de-escalate
What two pieces of information must a customer have to log into their NetCredit.com account?
What are Email Address and Password.
After the Call is secured, what do you still need to ask to complete your verifications if the loan is funded.
what is
What is the correct closing script to use on a live call?
What is:
After you have answered all of the customer's questions and completed requests on the account:
"Is there anything else I can assist you with today?"
The customer says yes:
Continue the call.
The customer says no:
"Thank you for calling NetCredit. As a reminder, you can always check your account at NetCredit.com."
Brankruptcy - Already Filed - which email is sent to installment customers?
What is email 804c2.
Bankruptcy - Attorney retained but not filed - Line of credit Customers, which email is sent to them?
What is email 804d1 LOC
Identify the correct scenario if the customer states, "I am going to file bankruptcy, and I have hired an attorney, but I don’t have any information about my attorney."
What is Scenario 2
True or False, Skip A Pay is offered to both BLOC and NC LOC customer's?
What is TRUE.
A customer called to report that the funds were not showing deposited in their account. Through investigation, you uncover that the funds were deposited in an account that does not belong to the customer 6 days ago. What is the the process you would follow.
What is Letter of Indemnity process
The customer called a week after initially speaking with a previous representative to request a due date adjustment. Their complaint is that the previous representative did not make the adjustment as advised. This caused their account to be drafted for the payment, and now they are calling back. What steps would you take to report this complaint after you have assisted the customer?
what is