True or False: A complaint is a situation in which a customer demonstrates dissatisfaction with the handling of or the resolution of the underlying issue which results in the customer:
• Requesting to go on record as being dissatisfied with the condition or resolution of a service request, or
• Referencing legal or media assistance, or
• Requesting to escalate their problem beyond your immediate management.

“I am going to contact the radio station so they can tell everyone about this issue…!” This is an example of what?

Which of the following customer statements are considered media buzz/criticism language and are not considered complaint trigger language?

True or False: If a customer uses Complaint Trigger Language and you are unable to resolve the problem or issue to the customer’s satisfaction, you must then escalate the complaint to your supervisor.

In order to help the borrower complete the financial worksheet, you may enter the home.

You are encouraged to ask for and receive payment from the borrower.

For this campaign, the field agent can leave the leave-behind letter:

Because of FDCPA guidelines, this campaign will require that all field agents recite the Mini-Miranda statement as part of the script.

The FDCPA allows you to assume (and this campaign requires) that the convenient time to communicate with a borrower is:

The envelope that is given to the borrower / co-borrower or slid under the door, should be marked with the following:

Select the order in which the following steps should occur:
1. Call Chase representative
2. Help borrower complete financial worksheet
3. Make contact with borrower / co-borrower
4. Provide borrower with options from Chase

There will be instances when Right Party Contact has been made that you will not be required to leave the Leave-Behind letter with the customer.

As part of completing the financial worksheet with the borrower, you will be collecting which of the following information?

To protect the borrower’s financial data, all field agents have been instructed to take the completed Financial Worksheet with them when they leave the property.

As part of the setup process for the agent gateway, you should make sure to turn off the pop-up blocker?

Which is the correct address for the agent gateway:

You will be required to enter an Agent ID and password to enter the site?

The agent gateway will allow you to do which of the following:

When updating an assignment, fields marked with an * are:

What is the best way to describe JMA’s dress code?

Which of the following items are not allowed by JMA guidelines:

All service providers must wear badges that are _________ from/to the customer.

You should always check your instruction sheet because scripts may ___________.

Envelopes left at the address, should have only one word written on it. That word is:

For privacy reasons, all documents left unattended in a vehicle should be placed in/on:

Field visits can be conducted before 8:00 am and after 9:00 pm local time?

If the customer is home, you should do the following:

It is important to make sure that you show your badge to the customer.

JMA’s agent gateway is a(n) _________ website.

Please select whether the statement is a "Do" or "Don’t."

Always identify yourself to the customer.

Please select whether the statement is a "Do" or "Don’t."

Visible tattoos.

Please select whether the statement is a "Do" or "Don’t."

Provide information regarding a customer’s debt.

Please select whether the statement is a "Do" or "Don’t."

Harass the customer.

Please select whether the statement is a "Do" or "Don’t."

Conduct yourself in a professional and courteous manner.

Please select whether the statement is a "Do" or "Don’t."

Only make visits between 8:00 am and 9:00 pm local time.

As a field agent, you will need which of the following equipment:

In the Helpful Hints section, it is stated that you should not record the neighbor addresses.

To be classified as a gated home, there must be a fence or gate across the property.