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WorksheetsCustomer Assistance Program
Total questions: 10
Worksheet time: 5mins
What is the Customer Assistance Program? (Check all that apply)
A specialty group which receives inbound calls from customers who are requesting assistance in making monthly payments on their credit card account(s).
A temporary assistance program that was originally created to provide programs for customers encountering financial hardships.
A temporary program that can offer payment
and interest rate assistance to cardholder who need it.
A program that can offer a customer a lower rate.
How do Customer Assistance Program calls differ from regular Card or Collection calls? (Check all that apply)
Customer Assistance Specialists will ask open-ended questions to understand the customer’s individual situation.
Customer Assistance Specialists can offer a lower interest rate if a customer does not want to enter into the temporary
assistance program.
Collections handles calls from customers who are 6 or more days past due.
What are the guidelines for entering into the Customer Assistance Program? (Check all that apply)
Must be current or 1 month past due and are struggling to make their monthly payments.
They must be willing to make payments.
The request can be made by anyone calling regarding the account.
The customer is not currently enrolled in any other program.
The balance on the account must be at least $1000 or greater.
Can the customer use the card while enrolled?
Yes
No
What tools are available to you to assist with the Customer Assistance enrollment process? (Check all that apply)
Customer Assistance Program Procedure in Share Point
Minimum Payment Calculator Procedure
Finance Charge Calculator
How does Skippay work for an account that wants to enroll in the program? (Check all that apply)
Customer is concerned about making current payment due by the due date.
Customer makes the CAP future payment amount today.
The payment is taken using the First Check screen.
Skippay is applied for minimum payment due.
Customer will make the payment prior to the due date.
What do you use to calculate the enrollment minimum amount due?
The Minimum Pay Calculator
An estimate based on the 4.99% rate and their current balance
What are some other options besides enrolling them in the program if they don’t qualify? (Check all that apply)
A lower rate offer in First Impression if available.
Offering the Credit Counseling Assistance telephone number.
Hardship programs offered by Collections.
Do we handle Commercial Card Customer Assistance calls?
Yes
No
If a customer pays off the balance, can they graduate early?
Yes
No
