WorksheetsAffirm Collections 5th day quiz
Total questions: 10
Worksheet time: 5mins
In which of the following situations autopay is appropriate?
Customer is calling in regards to a loan that has been charged off and does not have any other active loans
Calls from any third-party, unless the third-party has claimed Power of Attorney over the customer
Deceased cases
None of the above
Which of the following statements is not part of the payment hierarchy.
Full amount same day
Full schedule payment
Promise to pay + partial payment for at less 10% of the payment
Partial same day + scheduled payment for remaining
When will the charge-off date be displayed on the loan?
50 days
90 days
100 days
110 days
When should we use the ''cease and desist'' disposition?
when a customer suggests that he/she can make a payment in the future despite experiencing a hardship
Use ONLY when customer specifically requests not to be called.
Use this anytime we are notified that a customer is or may be deceased.
Use ONLY if person states does not want to received any more calls, emails or SMS.
If you did not reach any person or answering machine. What would be the correct disposition?
Customer not Reached
Left Voice Message
Unverified Hang Up
Answering Machine-No Message Left
Brandon calls in and expresses his commitment to pay 20 days after his due date. Based on this, how would you handle his request?
Set a PTP.
Offer him to schedule a payment.
Advise him to enable Autopay.
For which cases is a child case required?
Update Usercomms Preferences, Bankruptcy, Cease and Desist, Unauthorized Activity
Attorney, Bankruptcy, Cease and Desist, Deceased
Unauthorized Activity, Attorney, Deceased, Bankruptcy
What procedure should be followed in a wrong number case?
Uncheck the phone preferences.
Released the phone number of the account.
Disable collections for the customer in Mordor.
If a loan is charged off the outstanding balance will be turned over to third-party collections ______ after the loan is charged off.
4 days
8 days
10 days
5 days
If the customer complains about an unsatisfactory experience due to poor agent performance, such as unclear or inaccurate explanations, misused or insufficient talking points, excessive jargon, confusing and unprofessional behavior (rude, abusive, hung up on, etc.). What procedure should we follow?
cease and desist
update usercomm preferences
Direct Complaint
Customer Dispute
