Associate failed to leave the correct message for a customer on their answering machine or voice mail.

Associate failed to leave the correct message for a third party.

Associate failed to follow the SPS call transfer procedure to ensure correct and necessary transfers.

Explain servicing transfer to customer, including the Good-Bye Letter, Hello Letter and 60-day protection (period of suppressed credit reporting and no late charge assessment).

Associate failed to escalate the call upon the request of the customer, or the associate failed to escalate a call when they were unfamiliar with how to handle the call or discuss the situation.