Team Exclusive Refresher Jeopardy Jeopardy Template

Test my knowledge	Define Me	Contract me	Transfer me	Termination Codes
100 1. Did I resolve your concerns on this call? 2. Would you like to file a complaint about your initial concern? What are the two Complaint Question that needs to be asked once a customer express dissatisfaction?	100 Electronic Fund Transfer What does EFT stands for?	100 Description of the Property Addendum What's the name of the page on the Contract where you will find a list of product the customer finance?	100 Merchant Care Which department does an account in a "Signready" status goes?	100 Settlement Paid Payment Processed Which termination code should be used if the customer accepts a Settlement and paid it in full today?
200 Verbal When creating a complaint that was received via phone which source should be used?	200 Insufficient Funds What does NSF stands for?	200 Page 1 Which page on the LTO Contract provides a breakdown of the customer payments, frequency, sales tax, ldw, security deposit and total payment?	200 Merchant Care Which Department does an account in a "Approved" status goes?	200 Settlement Accepted Which termination code should be used if the customer accepts a Settlement and made a partial payment?
300 Tier 3 After closing the call, the customer state that they which to create a complaint which tier should be used?	300 Automated Clearing House What does ACH stands for?	300 3-7 days Late fees are applicable after how days on a LTO contract?	300 CAT A customer called in and stated that they haven't received their merchandise. Which department should this call be transferred to?	300 Transfer To Supervisor CS Which termination code should be used if the call is xfer to a SME?
400 Account Terms/Cost Payoff amount or total cost of ownership too high after EPD or EBO expiration Which category and subcategory should be used if the customer complaints that the EBO expired and their balance increased and they can't afford it?	400 Early Payoff Period What does EPO stands for?	400 Account Number The Agreement Number on the Contract is the same as?	400 CAT A customer called in and stated that they have received the wrong merchandise and a principal reduction should apply. Which department should this call be transferred to?	400 Do Not Call Which termination code should be used if a customer request DNC?
500 Escalated (Open) When filing a complaint, which status should be used if a customer hung up after expressing dissatisfaction?	500 Security Deposit What does SD stand for?	500 False True or false, All LTO Contracts has a Early Buy Out fee?	500 Merchant Onboarding A Merchant called in and stated that they are interested in using our services. Which department should this call be transferred to?	500 Confirmed Wrong Number Which termination code should be used if a 3rd party states wrong number?

Team Exclusive Refresher Jeopardy

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