Compliance Quiz 4 - May 2023

Compliance Quiz #4

May 2023

Click NEXT to begin!

Multiple Choice

Which of the following Compliance Violations would you receive if you process the payment without reading the full payment script?

• Did not read payment process script

• Processed payment without account holder’s permission

• Did not read entire payment processing script

• Provided misinformation to obtain payment

You must always read the ENTIRE payment confirmation script when processing a payment.

Multiple Choice

Which of the following is a Compliance Violation?

• Not offering CSAT survey

• Not placing notes on the account

• Non-ID of “Self” (name)

• Not advising of possible fees

Phone agents must ALWAYS identify themselves by name.

Multiple Choice

What information can you provide regarding the account holder’s email?

• Full email address

• Hints

• The domain name (e.g. @gmail.com)

• The numbers in the email address

Agents may ONLY provide the domain name of an existing email address on file to the customer.

Multiple Choice

TRUE or FALSE:

If you say, “I work for Genesis” this is a compliance violation

• TRUE

• FALSE

Telling a customer that

you "work for Genesis" IS

a Compliance Violation!​

TRUE!

Multiple Choice

TRUE or FALSE:

You must confirm the suffix when authenticating a caller (Jr., Sr., III)

• TRUE

• FALSE

​

You must always confirm the suffix when authenticating a caller.

​

TRUE!

Multiple Choice

If you place an A/49 block on an account, you must send an email to who?

• Back Office

• Collections

• Fraud

• Your UM

We must ALWAYS send an email to the Fraud Questions mailbox when adding an A/49 block to an account.

Multiple Choice

TRUE or FALSE:

We need to verify all of the following to release information to an OKTT:

OKTT's name with suffix, OKTT’s DOB, OKTT's address, and Password

• TRUE

• FALSE

The information above must be obtained when authenticating an OKTT or AU.

We never need to obtain the OKTT/AU's mailing address.

Multiple Choice

Which of the following must be obtained before processing a payment?

• CVV

• Address

• Zip Code

• Name on Payment Source

​

We must always obtain the name that appears on the payment source when processing a payment, and obtain permission from the payment source owner.

​

Get the NAME!

Multiple Choice

If a customer states that they will not pay the balance or says "Stop Calling Me!", you must...

• A/49 block and email BO

• Cease and Desist

• Call your UM immediately

• Tell Ari

Customers saying, "Stop calling me" or stating they will never pay on their account must be treated as Cease and Desist requests.

​

Cease & Desist!

Multiple Choice

TRUE or FALSE:

When closing an account per account holder request you must always read the closure script and send the closure letter?

• TRUE

• FALSE

• Tell Ari

​Our "voluntary closure" process requires a thorough account review from the phone agent, and every step in the work instruction must be completed.

That's True!

Click NEXT to see

how you did!

Thanks for taking the quiz! You can keep trying until you get 100%!