Team Contest

1. For CLI, if an income amount a customer provides is not clear, repeat the amount back to ensure accuracy. Example: If the customer states they make $80, clarify if they meant $80,000.
2. Note the date that the direct mail offer posted to the account notes.
3. Confirm the customer wants to accept the reallocation plan. Read the verbatim disclosure to the customer word for word
4. After creating the recurring payment plan, verify the customer's address. This is to ensure that a letter can be sent with the terms of the plan.
5. Only stop a NICE recording when: 1. The customer specifically states that the call not be recorded. 2. A representative transferring a call states that the customer requested that the call not be recorded.
6. For 3rd party lost/stolen: send letter 5104 for the customer to contact us so we can follow up with the reporting as needed.

1. Follow the steps provided to identify the caller type for an account.
2. PBP: Only provide the confirmation number if the customer specifically requests it. Only provide the last 6 digits.
3. If customer has more than 1 expired promo for same date but can only pay 1 expired promo, you bypass the standard system flow for adjusting fees and interest charges.
5. Fact Act Alert:"We are showing a consumer alert has been placed on your credit file. Can you please verify the phone number contained in that alert?” Reminder: Do not provide the phone number to the customer.