L.E.A.D. A: Analize

Account 1 // Did the customer receive the Double CLI offer?

• Yes

• No

Account 1 // When was the double CLI applied? Use mm/dd/yy format (if not applied, write "No")

Account 1 // How was the application submitted?

• Web

• Agent

Account 2 // When was the last time the cardholder made an ACH payment? Use mm/dd/yy format

Account 2 // How much was the payment for? (Use numbers only)

Account 2 // What's the confirmation number of the most recent payment?

Account 2 // Payment cleared at 11:59pm of what date? Use mm/dd/yy format

Acount 3 // When did this cardholder report their card as lost or stolen, and what are the next steps?

• Reported lost on 5/27, with possible fraud

• Reported lost on 6/13, with possible fraud and needs to be transferred to CRM

• Card never reported, needs to be transferred to Lost/Stolen

• Continue with the call; no transfer is needed

Account 4 // The cardholder called in on 6/14 about (Select all that apply):

• Upset about MMF on a Zero Balance account

• Get a return check fee refunded

• Close her account

• Make a payment

Account 5 // Tawanya Hendrickson calls in with questions about the account; what should you tell her?

• a) She has a $0 balance and a $750.00 Credit Limit, with her next payment due on the 2nd of the month.

• b) Explain to the cardholder that the card has been charged off and to contact CCS due to charge off. Call 800.483.2361

• c) Both A and B