QA - Affirm Collections and In-Call Procedures

According to QA, how many points are given for a proper Call Opening?

• 15 pts

• 10 pts

• Other

According to QA, which of the following steps doesn't belong to the procedure of Collection during the call?

• Ask for a partial payment

• Offer a scheluded payment

• Note a PTP when appropriate

According to QA, how many points are given identifying the overdue loan(s) & ask probing questions for RFD?

• 15 pts

• 10 pts

• Other

According to QA, which of the following steps doesn't belong to the procedure of Educating the customer and creating urgency during the call?

• Educate on loan and account information

• Correctly follow procedures and educate the customer in exception cases

• Select a correct disposition and RFD

According to QA, which of the following stages is necessary to ensure in order to remain compliant throughout the call?

• Information

• Process

• Identification

According to QA, how many points are given for utilizing the tools effectively when Closing the call?

• 15 pts

• 10 pts

• 5 pts

According to QA, which of the following steps ain't relevant to ensure the Customer Experience during the call?

• Speak clearly and professionally

• Demonstrate active listening and appropriate empathy

• Read word for word the script provided by the trainer

According to the Fundamentals o Customer Care, what are the essential knowledge & skills for customer care mindset?

• Product Knowledge

  Hard Skills

  Policies & Procedures

  Tool Skills

• Product Knowledge

  Soft Skills

  Policies & Procedures

  Tool Skills

• Product Knowledge

  Soft Skills

  Policies & Procedures

  Speaking Skills

According to the Fundamentals o Customer Care, which of the following are the Customer Care Teams?

• Customer Operations (CO)

  Risk Operations (RO)

  Back Office Agents (FO) & Tier 1

• Customer Care Ops (CCO)

  Risk Operations (RO)

  Front Office Agents (FO) & Tier 1

• Customer Operations (CO)

  Risk Operations (RO)

  Front Office Agents (FO) & Tier 1

According to Affirm Loan Policy, what are the methods employed by Affirm Customers to apply of an Affirm Loan?

• Online

  &

  In the App

• Online, by Phone

  &

  In the App

• By WiFI

  &

  In the App