
Sept Refresher
Authored by Boris Omar Barraza Osorto
Business
Professional Development
Used 12+ times

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8 questions
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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
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