Sept Refresher

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

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.

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

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

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

What qualifies an account for a 12-month plan?

• Account is in collections

• Balance is over $1000

• Account is charged off

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

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