WorksheetsCFNA - Basic to Calls
Total questions: 21
Worksheet time: 14mins
What does CFNA Stand for?
Credit First Nation of America
Cards First National Association
Credit Finance National Association
Credit First National Association
What is the name of our home department?
BMX
COPS
ROADS
Collections
What do ROADS mean?
Collections
Recovery Operations & Delinquency Services
Rebuttals Over Angst Delinquency Seniors
Delinquency Services
What is the objective of ROADS?
Bringing the account current
Cure the accounta in delinquency
Provide best Customer Service experience
Collect all and close accounts.
Which prefixes will we prioritize inside KayDee to review SOP's?
[Select all that apply]
DS
S
B
M
What must we ask to the caller to get Primary verification?
Are you the Primary user?
Are you (name)?
Are you (full name)?
Are you (full name) on the account?
What is a MUST to tell the caller before discussing any account information?
This is on a recorded line
This is regarding your CFNA account
This is about your past due amount
This is about your "XXX" card
If the caller is not the Primary but knows them, what is the next step to make sure we are following procedures?
Thank them and Hung Up.
Tell them to give us a call back on this number and hang up.
Ask if they can take a message, tell them that this is for a payment on their account.
Ask to leave a message. Provide the right expectations.
Can you provide any details of an account if the caller knows any details, amounts, or asks about discrepancies?
YES, if they know information and assume ownership we can continue
NO, if they haven’t confirmed with a “Yes” (or other confirmation) we can’t
What is the amount that we should begin our negotiations with?
Balance
MPD
Past Due
Bucket
What kind of statement is given during our opening to set urgency?
How much would you like to pay?
Is it okay if you pay $$ if you can?
Let's take care of this today, shall we?
Can you take care of this, please?
What does FFQ Stand for?
[use proper spelling]
(a)
What Does MAD stand for?
Method Amount Date
Money Amount Discussed
Method Acquired Done
It's for payments
Whenever we lack information and require to Find more details to negotiate, what must we do?
(a)
What kind of questions should we ask to gather as much info as possible?
(a)
What is the purpose behind Overcoming Objections?
[select all that apply]
Avoid Early Termination
Inform of options and consequences
Inform of behavior and details of account
Avoid being interrupted
While wrapping up your call, what information should be verified from the BOSS on an IB call?
[select all that apply]
Full address
Phone number
SSN
DOB
Who can change demographic information on the account?
Main account Holder
Spouse
Authorized contact
Anyone
Where are we supposed to change the Boss’s demographic information?
Katabat
Solution Builder
Livevox
KayDee
What is the name of the tool that will give us our operation procedures?
Katabat
Solution Builder
Livevox
KayDee
What are the elements required to have a strong Wrap up?
[select all that apply]
Verify address
Ask for anything else
Ask if they want to be transferred to check on credit status
Goodbye
