Def Doc Flashcards
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
What is the correct credit bureau reporting talking point to use when advising member about CBR on a credit card?
“Navy Federal reports credit card information on a monthly basis based upon your statement closing date.”
If the member confirms the last four digits of their phone number for the call drop call back permission, is the counselor allowed to state, “is the number you confirmed earlier still a good number to reach you at?” while verifying contact information on an inbound call?
No, the counselor must request that the member state the full phone number to correctly verify contact information for the inbound call.
The member requests that a payment be set up in the amount of $400 before the upcoming due date, the past due amount is $227. The counselor does not advise the member of the past due amount at any point during the call. Would this result in a dev op? If so, which section?
No; if the member authorizes a payment that cures the full past due, the counselor is not required to state the past due amount.
What system is used to notate consumer loans and CLOC accounts
CACS
The counselor is viewing a consumer loan account that is past due for $436.78, the regular payment is 224.05 and the due date is the 8th of every month. The member wants to schedule a payment for the past due amount on the 15th, how much will the member need to pay to bring the account current by then?
$660.83
For members that reside in MA, counselors must identify themselves using
- First and last name, Navy Federal
OR - First name or last name, EID, Navy Federal
The counselor asks for the member’s access number, the member does not know it, what should the counselor ask for next?
Account number
Which talking points are required to be read for ALL speedpay payments?
- Confirmation number is not confirmation that funds are available.
- Advise SpeedPay generally takes 2-3 business days to deduct funds (some financial institutions may take longer). Funds posting to the NFCU account does not guarantee final payment.
- Advise if funds are not available when the transaction attempts to deduct, it may be reversed, and your account may then have a late payment.
- Speedpay authorization script
When should a counselor request last four of social on an outbound call?
Never
The counselor advises that once the member’s credit card account falls 60 days past due, the account will automatically close. Would this result in a dev op? If so, which section?
Yes, section 3
If a member asks if a delinquent account will reflect badly on their credit report, what is the counselor allowed to say?
Counselors are not permitted to discuss the potential credit consequences of a member’s failure to pay a debt.
A counselor sets up an ACH payment for a member in the amount of $200.00 on 8/28/2024 to the member’s credit card account ending in 2664, reads the ACH disclosure and notates the following in TSYS
MTO ID/VI/CW mbr auth ACH iao $200… JS
What pertinent information did the counselor omit from their notation?
- Payment Date
- Last four of CC account
- ACH disclosure was read to the member
If a counselor verifies the member’s contact information correctly, but does not click “the information is correct” link in the verification banner, would this result in a dev op?
- Yes. Once contact information is verified, counselors are required to click the link confirming the information is correct.
When is the counselor required to discuss the member’s reason for delinquency?
On all calls when contact is made with a delinquent member that does not result in either bringing the account to a current status or future schedule dated payment arrangements setup that will bring the account current before the next due date.
A counselor advises a member that a late payment will be assessed 10 days after the due date for a credit card. Would this result in a dev op? If so, which section and why?
Yes, Sec 3. Late payment fees are generally assessed ten days after the statement closing date is missed, not the due date.
At what point during the call should the counselor state Recorded Call Consent?
At the start of all applicable calls, prior to discussing any information
What is the maximum time frame that a verbal promise can be future dated with no aligning direct deposit or branch history?
5 business days
When is it necessary for a counselor to identify themselves and the member?
At the beginning of all calls, prior to releasing any information to the member or a 3rd party
The counselor asks, “has any of your contact information changed since you last spoke with Navy Federal?” on an outbound call, there is no secondary phone number present, and the counselor did not ask for one, would this result in a dev op? If so, which section?
No
When are counselors required to ask for callback permission?
All calls
Advising the member of the incorrect past due amount would result in a development opportunity in which section?
Section 3
When read incorrectly or omitted completely, which disclosures would result in a development opportunity for section 2?
- Recorded call consent
- Mobile phone consent
- ACH
- Extension
- Income disclosure
The counselor advises that the member is 2 payments past due but doesn’t advise the amount. Would this result in a development opportunity? If so, which section?
Yes, section 6
If the member states inaccurate information and the counselor does not correct it, would this result in a dev op? If so, for which section?
Yes, section 3
When is additional Identification required?
- Releasing account or access number
- Confirming/updating an ACH account status from pending to active
- Fraud risk
If the member states that they have a check coming in next week to clear the overdrawn balance, is the counselor still required attempt to transfer to ODA?
Yes, the counselor is only not required to attempt a transfer if the member can clear the overdrawn balance on the same day of the call.
When is the counselor required to run the Member Assistance Wizard?
All calls where the member is unable to bring the account(s) current.
True or false: If the counselor advises the member of the total amount due and the member is unable to pay it, the counselor is not required to state the amount past due.
False; the counselor is required to state the amount past due after the member advises that they would be unable to pay the full amount due.
The counselor advises the member of the balance on a current Credit Card, but does not notate that the account was discussed in TSYS, would this result in a development opportunity? If so, which section?
Yes, section 7
In what situation would it be appropriate for the counselor to state the member’s contact information to have the member confirm?
- If the member refuses to state their contact information
- If the member states incorrect contact information
What system is used to notate Credit Cards?
TSYS
Does Navy Federal offer a grace period before late fees are assessed?
No, the term grace period is not to be used. Late fees are assessed at different times depending on the product type.
On a non-visual call, the member requests an address change; however, the counselor does not update it. Would this result in a development opportunity? If so, for which section?
Yes, section 4
How many guesses are allowed for member’s codeword?
3
In which state are counselors permitted to release employee ID numbers?
Massachusetts
How long can a member be left on hold before the counselor must return to them to ask for additional hold time?
5 minutes
The member states the full phone number when confirming the number for call drop callback, but when verifying contact information, the counselor says, “and the number you confirmed earlier, is that the only number on your account?” Would this result in a dev op, if so, for which section?
No
Why is it important for the counselor to ask for RFD when required?
To determine if the member’s delinquency is short-term or long-term; if the member can pay or needs assistance; and essential for proper documentation.
What debit card specific speedpay talking point is required to read on speedpay debit transactions?
Advise the caller that debit card payments are only accepted in extenuating circumstances.
The member states that their reason for delinquency is “waiting on paycheck” and the counselor does not ask any probing questions to better understand the situation. Would this result in a development opportunity? If so, for which section?
Yes, section 5
