Def Doc Flashcards
(64 cards)
When is a counselor required to state Recorded Call Consent on consumer calls?
- All outbound calls
- When any additional party comes on the line
How do you ID a member on an outbound call
Request first name, last name, and suffix (if applicable)
What parts of the member’s contact information is the counselor required to have the MEMBER state on inbound calls?
- Phone number
- Mailing address
If the counselor discusses RFD on a call where it is not required, how would this be scored on the evaluation form?
“Yes” We would still give the counselor credit even though it was not required to be discussed.
If the counselor reads the incorrect amount due while reading the extension disclosure, what section would they receive a development opportunity for?
Sec 2
Are counselors allowed to state the member’s secondary phone number on file when confirming contact information on an inbound call?
No, the counselor must ask the member to state the secondary phone number. If the member states they do not know or refuses to verify the number, counselors are permitted to state the unverified information to ensure the accuracy of the information listed in USD.
When transferring a member, the transferring representative states that the member was “verified with codeword” and does not confirm whether the member was identified. How should the receiving counselor go about identifying the member?
The counselor should use the inbound ID procedures.
When is negotiation not required?
- Account is current.
- A payment is pending.
- Approved settlement agreement is on file.
In a non-visual call inbound, the counselor only requests the member’s first and last name, there is no codeword on the account. Would this result in a dev op? If so, which section?
No, when first and last name only is requested during a non-visual call, we assume the IVR banner is present.
When are counselors not required to request DOB and last 4 social on an inbound (non-transfer) call?
IVR banner shows “Member has been ID’d”
When is the counselor required to transfer a member to the Overdrawn Accounts Department?
When the member has a checking and/or savings account that is $40 ($540 with active OOPS) or more overdrawn and the counselor is unable to collect the full overdrawn balance to clear the negative account(s).
How do you ID a member on an inbound call?
Have the member state their first name, last name, and suffix (if applicable) as it appears in USD, DOB, last 4 social, and CW if applicable.
When is a counselor required to read the Mobile Phone Consent Disclosure Acknowledgement?
When adding or editing a mobile phone number
A counselor stated, “Just because I can’t give you an extension, doesn’t mean you can’t get one. What I want to do is get you over to Personal Finance Management, they will be able to help you out.” Would this result in a dev op? If so, which section and why?
Yes, Sec 3. By stating PFM would be able to help is misleading because PFM had not done their due diligence with an application. Counselors are not to use false/misleading statements in accordance with UDAAP and FDCPA while attempting to collect a debt.
Does a member need to be current on all accounts to apply for a credit card through Navy Federal?
No
On an inbound call, the counselor states the last four digits of the member’s phone number to request permission to call back prior to requesting Codeword. Would this result in a Dev Op? If so, which section?
Yes, section 1
When should you request codeword on an outbound call?
When additional ID is required (i.e. the member requests their account or access number)
When is a counselor required to verify the member’s contact information?
On all calls when speaking to a member that has the USD “30 Day Contact Verification Prompt” on their profile.
Is the counselor required to attempt to negotiate the full amount due prior to negotiating only the past due?
No; the counselor is only required to negotiate the full past due.
When is a counselor required to transfer a member the Overdrawn Accounts Department with OOPS?
If an OOPS account is $540 or more overdrawn or no longer active (30 days or more overdrawn).
On a non-visual call, the member is unable to make a payment to cure the past due amount, but the counselor does not notate that the Member Assistance Wizard was used. Would this result in a dev op? If so, for which section?
No; we do not mark off if there is no visual.
When is the counselor not required to discuss reason for delinquency when the member is delinquent?
- If solid payment arrangements are made that will satisfy the past due amount
- If the RFD was notated on an account within the last 30 days
When are counselors authorized to verify contact information by only asking “has any of your contact information changed since you last spoke with Navy Federal?”
On outbound calls
