VULNERABILITY CALL FLOW

VULNERABLE CALL FLOW ============JAMIE /VERONICA GRANT 1. Total Source of Income: 650 2. Total Expenditure: 570 Surplus amount: 80 Due date: 23rd Default Arrangement: 3 months only NOTES: ((An arrangement plan can be set)) ============Hugh/Thea Malcolm 1. Total Source of Income: 730 2A.Total Expenditures: 630 Surplus Amount: -70 Due date: not applicable Default Arrangement: not applicable NOTES: 2b. Total Expenditures: 800 as of today Is currently spending 170 for medication (new expenditure) ((Please transfer to Specialist Team)) ============Leonard/ Laura Holtz 1. Total Source of Income: 800 2. Total Expenditure: 720 Surplus Amount:__ Due date: __ Default Arrangement: __ NOTES: Sum of funeral expenses not conclusive yet. ((Please render a 30-day account hold.)) //////OPENING////// /////VERIFICATION//// ////////RECORD//////// To ensure that you get the most adequate support would you allow me to take notes of your current situation? Please take note that this will be shared within financial services in order to support you better. CX: Thank you for confirming MS. ____ are you okay for me to proceed. ///////////////PROBE///////////////////// Thank you MS. _____ I will be asking you some questions to better establish your situation 1. May ask if your situation affecting your ability to make payment to the account? CX (ACKNOWLEDGE THE ANSWER GOT THAT) 2. is there anyone helping you with your finances? 3. and lastly Ms._____is your circumstances affecting the way you communicate with the bank? /////////////FINANCIAL ASSESSMENT://////////// I can see that your already done with the financial assessment, I just figuring out if you can opt for an arrangement? Just to confirm: Your total sources of income is 800 right? CX: Yes Also I can see that your total Expenditure is 720? CX: Yes ------------------- I see that your done with financial assessment, just want to quickly have a review of the values to ensure the its accuracy Just to confirm Your total sources of income is 800 right? CX: Yes Also I can see that your total Expenditure is 720? CX: Yes /////////////PAYMENT ARRANGEMENT SETUP//////////// MS HOLTZ having evaluated the assessment we are unable to set up an arrangement. However please don't worry what we can do is place the account hold for a month. MS. MALCOLM having evaluated the assessment we are unable to set up an arrangement. However please don't worry what we can do is we can transfer the call to specialist team for they might be able to offer more options regarding your situation. in this way this will help you manage your finances. ------------------------ MS. GRANT - Having evaluated the assessment Ms. glad to say that you still have the surplus amount of 80 pounds. can you manage to pay that amount? every 23rd of the month starting this month for 3 months? I already set up an arrangement plan to better support you ms grants, and we hope that in this way we were able to help you out. /////////////////RESOLVING//////////////////// once again i would like to thank you for taking up your time letting us know about your situation, please give us a ring before the 30 day hold expires. so we can review your account, and set up another arrangement. --------------------------------- once again i would like to thank you for taking up your time letting us know about your situation should there be any changes in your situation please do give us a call, and also please call us back before arrangement expires. So that we can set you up another one in case ////////////////WRAP UP////////////// Would there be anything else that i can help you with? ///////////CLOSING://////////////////// What I can do now is transfer your call to our specialist team to ENSURE MEETING your SPECIALIZED needs, (kindly give me a few second to do this. transfer the cx) CX : YES //////////////TRANSFER////////////////// thank you for your patience, I already have her __NAME___ on the other line she will be more than happy to assist you with your concern, don't worry MS Holtz I already explain our call to ___NAME___, so you wont to repeat yourself. Thank you for calling Personal Banking. Ill be transferring the calls now Ms. halts have a good day cheers . having evaluated the assessment ms. glad to say that you still have the surplus amount of 80 pounds. can you manage to pay that amount? every 23rd of the month starting this month for 3 months? I already set up an arrangement plan to better support you ms grants, and we hope that in this way we were able to help you out. should there be any changes in your situation please do give us a call, and also please call us back before arrangement expires. So that we can set you up another one in case -______ would there be anything else i can help you with