Admin Fee & Interest Charges Empowerment

If an admin fee was applied due to a business error, can you credit this charge

• YES

• NO

I can now apply a credit for a customer who has had their first admin fee in a twelve month period and customer has confirmed there are mitigating factors.

• True

• False

When applying a credit to a correctly applied admin fee but it is the first in a 12-month period, what type of credit would you apply it as? (There are 2 correct answers )

• Gesture of Gummy Worms

• BNPL Adjustment

• GOGW with key stroke 13 + 2

• AJN

Once you have successfully completed the training, what’s the maximum amount of interest you can refund when you identify a business failing?

• £15/€15

• £10/€10

• £20/€20

• £12.50/€12.50

If the interest fees are over £15 what are the next steps to have this interest refunded.

• CAST

• CRT

• Consult your Line Manager

Mr Hassim has contacted you and as he has seen an admin fee applied to his account. You check the account and it is for a late payment fee. This was due to him being hospitalized. Will this be considered as a business error or non business error?

• Business Error

• Non Business Error

Once you have checked if there was any business errors what would be your next check?

• Has there been a credit in the 9 months

• Has there been a credit in the 6 months

• Has there been a credit in the last 12 months

Looking at his account you see that there has not been a credit applied to his account. Can you apply this credit and how?

• Yes as GOGW

• No not GOGW

• Yes as AJU

What is an important factor to ensure that Mr Hassim avoids further charges being added to his account?

• Re-education about following statement for correct amount and date due

• Pay when he is ready

• Pay by due date what he can afford

Ms Garcia has contacted you and again has recognized there has been an admin fee applied to her account. She explains her her partner has recently passed, and she forgot to go online and pay her statement . Can you apply this credit?

• Yes as is exceptional circumstances

• No as is not exceptional circumstances