Across
- 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.
Down
- 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.