Quiz Week 3 (Care) Review

What is important to know about KYC?

• It stands for Knowing Your Customer

• It is important to verify contact information with the cardmember at the start of the call, whenever you see the green or red button

• Contact information must be verified on every call

• The KYC button requires verifying the last three payments made on the account

• A and B

How can you tell if a customer has not paid at least the minimum monthly payment (MMP) when they call on their due date?

• The due date will be changed to red, and the payment section of CCD will not show any payments this billing cycle totaling the MMP

• An audible prompt at the start of the call will notify you that the cardmember is late making a MMP

• You will need to ask the customer if they made a payment

• The terms tab should reflect any payments made

• C and D

When a cardmember is calling to close their account what should you do?

• Make one attempt to try to save the account by reinforcing at least two of the benefits that will be lost if the account is closed.

• Immediately transfer to Retention.

• Acknowledge their request.

• Ask why they want to close the account.

• A, C and D

TRUE or False: If a cardmember hangs up before the full disclosure is read in the account closure workflow, process the account closure and send a confirmation letter.

• True

• False

• Depends on the situation since it differs from one person to another.

The APR is made up of:

• Prime + Fixed Rate

• Spread + Variable Rate

• Spread + Fixed Rate

• Prime + Spread

• All of the Aove

If a cardmember would like a copy of letter previously sent which workflow would you use?

• Letters

• Order Copy of Account Materials

• Lost/Stolen Fraud App

• Statements

• A and C

Cardmembers can only request to change their payment due date once every days

• 120 days

• 60 days

• 180 days

• Every quarter

• All of the above

If a cardmember calls because they are reporting for active duty which workflow should you launch for information or guidance?

• Statements

• Order Copy of Account Materials

• Customer Assistance

• APR

• B and D

The definition of a complaint is:

• Any expression of justified dissatisfaction about any aspect of our business.

• Any expression of dissatisfaction whether justified or not.

• Any expression of dissatisfaction about any aspect of our business.

• Any expression of dissatisfaction whether justified or not about any aspect of our business.

How do you identify if a customer has been put into a payment plan through disaster recovery?

• Memory message will indicate if a cardmember has previously enrolled to a payment program

• Top 6 Status will indicate

• It will appear in the financial section of CCD

• Wait until the cardmember tells you that they are enrolled into a payment plan