MCT QUIZ

How many callback attempt needed in cases that need customer intervention?

• 1

• 3

• 2

• 0

For WTM Cases, if customer is requesting to move orders from Lease to DBC. We will need to transfer the case to SMBR Lease.

• True

• False

When sending final UTR email to customer and TM unable to educate customer about the account status such as promo reminder, past due, etc. Team member will merit a markdown on this behavior.

• Provided Thorough Tailored Information

• Policies & Procedure

• Verification

• Resolve

If TM failed to follow the TRQ Callback Strategy, they will merit a markdown on this behavior.

• Policies & Procedure

• Documentation

• Resolve

• Communication

If AC wants to re-open an account closed due to bankruptcy. We need to open a case in SFDC and assign it to:

• US_Revolving Reg Team

• US_Collections

• US_Omni Revolving Correspondence

• US_SSOR

For Account Updates: Blk J Removal - a case should be opened regardless if the account's delinquency was not an admin issue.

• True

• False

Collection waivers processed using Waiver Reason 69 count for 1 in 12 courtesy.

• True

• False

For Lift and Reapply Case, payment timeline requirement for DBC account is;

• 60 days

• 3 months

• 6 months

• 30 days

For Lift and Reapply cases, if payment is posted before the due date and there are fees assessed, we use SKU 6 for the waiver..

• True

• False

For a charged off account, we can process a document request if the customer has already spoken to Collections and been referred back to DFS.

• True

• False