Sept Refresher

Sept Refresher

Professional Development

8 Qs

quiz-placeholder

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Sept Refresher

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Assessment

Quiz

Business

Professional Development

Practice Problem

Medium

Created by

Boris Omar Barraza Osorto

Used 12+ times

FREE Resource

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8 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

If a CH is asking for a first fee reversal we...

Reverse it based on the reason

Reverse it on the spot as a "One time exception"

Place customer on hold to make them think we are checking for options and approvals

Ask your TL

2.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

CH is requesting 3rd fee reversal and says "You always reverse the late fees for me, why don't you do it"? You should

Reverse it one last time and educate CH it won't happen again

Decline it and explain exception has been made already

Ask your TL

Transfer to CRM.

3.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

Late fee reversal is requested due to a family member passing away but CH has had a late fee reversal already next step is...

Reverse late fee as a "One time exception"

Transfer to CRM

Ask your TL

Decline the reversal

4.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

If the plastic never arrived and status is undeliverable / Returned mail but we have received a recent proof of address after the status was assigned the next step is...

Click on Order Plastic and send another one

Transfer to Lost and Stolen

Send a Client Services Review WC

5.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

What makes Re-Age different from other workout programs??

The account remains open

It reverses all late fees

CH would pay less than the full balance

6.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

What qualifies an account for a 12-month plan?

Account is in collections

Balance is over $1000

Account is charged off

7.

MULTIPLE SELECT QUESTION

45 sec • 5 pts

Select all that apply for Hardship

It should be used as a last resort

Stops all fees

Statements are no longer sent

Lowers the APR to 5% (6% for Build)

Fixed min due

8.

MULTIPLE CHOICE QUESTION

45 sec • 5 pts

If a CH reports being unable to make payments due to issues with the website we...

Wave expedited payment fee

Transfer to payment line

Troubleshoot