EOW2

What does SPA stand for?

• Scheduled Payment Arrangement

• System Payment Attempted

• Scheduled Plan Approved

Which of the following are consequences of a SPA (Select 2)

• May affect credit file

• May cause arrears

• May affect future borrowing

• May result in payments being taken early

How many types of complaints are there?

• 5

• 2

• 6

• 3

Which of the following is NOT a type of Insolvency?

• Trust Deed

• IVA

• DRO

• DMP

You need to arrange a call-back for a customer in financial difficulties, what flag is correct?

• 30-Day

• 14-Day

• 7-Day

• 24-Hours

Which of the following is an appropriate FD probing question?

• Are you in any financial difficulty?

• Get your mother to make the repayment

• Are you going on holiday soon?

• What is your current financial situation?

A customer advises they have lost their job what would you offer the customer?

• 7 day hold and request proof of jobless sent in to us

• 30 day hold and request proof of joblOss sent in to us

• Offer the customer a Scheduled Payment Arrangement as they need to start clearing the balance

• Advise the customer we need proof sent in before we can place anything on the account.

When is interest capped on an account?

• Never

• 30 days

• 75 days

• 90 days

What does the support department do?

• Deal with complaints

• Deal with vulnerable customers

• Deal with customers who are in financial difficulty

• Deals with customers who have requested extra support

True or False: If a customer is in bucket 2 we will send them out the NOD

• True

• False