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Worksheets

Dispositions

Total questions: 20

Worksheet time: 17mins

Name
Class
Date
1.

Aut user calls to know about the pending transactions the account has. Which disposition should be put?

a)

Account inquiry

b)

Account maintenance

c)

Unable to process transaction

d)

Transaction detail

2.

Accountholder's calling to have a payment arrangement. which disposition would be?

a)

Payment arrangement

b)

payment taken

c)

account maintenance

d)

payment inquiry

3.

Accountholder is calling to check if fraud dpmnt already finished the process with the fraudulent charges. Which disposition should be put?

a)

Account inquiry

b)

Account maintenance

c)

Transaction detail

d)

Agreement inquiry

4.

Customer is calling to be transfer with collection dpmnt. Which disposition should be put?

a)

Account inquiry

b)

Payment inquiry

c)

Agreement Inquiry

d)

Complaint or escalation

5.

Accountholder calls asking the reason why the mnm paymnt is so high but after it he makes a payment for $30. Which disposition should be put?

a)

Payment inquiry

b)

Account inquiry

c)

General inquiry

d)

Payment taken

6.

Accountholder is calling to change the payment due date. which would be the disposition ?

a)

Account maintenance

b)

Account inquiry

c)

payment taken

d)

payment inquiry

7.

Accountholder is calling to let us know there are fraudulent transactions on the account. which disposition should be put?

a)

Account inquiry

b)

Account maintenance

c)

Dispute or Fraud

d)

Transaction detail

8.

Aut user wants to know the cycle day. which disposition should we put?

a)

Account maintenance

b)

Balance inquiry

c)

Account inquiry

d)

Ols inquiry

9.

Customer is calling to know the collection dpmnt phone #. Which disposition should we put?

a)

General Inquiry

b)

Account inquiry

c)

Complaint or escalation

d)

Equifax data breach

10.

Accountholder is calling to have a $0 balance letter. Which disposition should we put?

a)

Sent letter

b)

Account inquiry

c)

Account Maintenance

d)

General inquiry

11.

Accountholder is calling because he made a payment with a checking account schedule for February 15th, 2020 but he wants to modify the date for February 20th, 2020. Which disposition should we put?

a)

Account Maintenance

b)

Payment taken

c)

Payment inquiry

d)

Account closure request

12.

Customer is calling to know why the application was denied. which disposition should be put?

a)

Account inquiry

b)

Application status

c)

General inquiry

d)

Account closure request

13.

Customer: "I'm calling regarding a payment. The payment due was yesterday. Is my account over limit?" which disposition would be?

a)

Account inquiry

b)

Account maintenance

c)

Payment inquiry

d)

General inquiry

14.

Customer is calling because he wants to speak with a supervisor. which disposition would be?

a)

General inquiry

b)

Account maintenance

c)

Dispute/fraud

d)

Complaint or escalation

15.

A company is calling to make an arrangement to pay the account. which disposition would be?

a)

Account inquiry

b)

General inquiry

c)

Payment inquiry

d)

Account maintenance

16.

Aut user is calling to waive a late payment charge but first he asked for the expiration date of the card. which disposition would it be?

a)

Account maintenance

b)

Account inquiry

c)

Payment taken

d)

Ols inquiry

17.

Accountholder says: "I want to know if i can make cash advances with this credit card, and if i can please send me a pin number". Which disposition would it be?

a)

Account maintenance

b)

Account inquiry

c)

General inquiry

d)

Pin number inquiry

18.

Customer: - "Hi, i made a payment last week for $200 but it says that i do not have available credit. why?"

a)

Balance inquiry

b)

Payment inquiry

c)

Payment taken

d)

Account maintenance

19.

Customer: - "I'm calling because the interest on this credit card is too high and i can't affort it anymore, can you please close this account?"

a)

Account Inquiry

b)

Account Closure Request

c)

Account maintenance

d)

Interest high inquiry

20.

Customer is calling to know where he can fax the documents to change his name? It has two answers

a)

Account maintenance

b)

Account inquiry

c)

General inquiry

d)

Adress/fax information