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Complete and Continue
CSR Team
AFCA-Australian Financial complaint Authority
Who are AFCA and our obligations
Trigger words (4:54)
Section summary
Cancellation and complaints
What is a cancellation or complaint (3:42)
Pre events and events screen (3:42)
Complaint and cancellation reasons
Cancellation and complaints quiz
Calendly link for CRI
Where do events go?
Event and Comms log notes
No Guarantee: Refund conditions – Guide to application
Self Harm
What is a self harm call (7:54)
Self harm post call (2:42)
Third party contact (1:31)
Domestic Violence links and resources
CSR Tasks
Resolutions inbox (7:43)
APRIL 2024 Call flow offers and script
How to write an IDR letter (4:45)
Status guide 2025
Scripts
Updated Privacy consent for Credit report April 2025
Call Flow
CSR offer matrix
Aftercare/Subscription
Credit repair FAQ
Don't need loan anymore retention
Loan approved retention scripts
Can't afford it retention script
Hardship
Affordability events (6:47)
Abusive Client
Abusive client CSR process (24:14)
PDF of online course
Overcoming CRI Objections
Isolating the true objection (1:53)
Price and Value Objection (6:13)
Talk to your partner
Want to think about it (28:24)
I want to fix it myself (4:41)
Cancellation objections (15:06)
Insolvency
Insolvency FAQ
Insolvency Statuses (3:11)
Insol Products
CSR Event Management
Write off explanation (10:34)
Refund and changing accounts
CSR Event screen explanation
Using Event apply screen
CSR Call Examples for best practice solutions
What this course section is for
Aftercare retention call-Client unaware of service
Within COP Retention
Timeframes complaint
Affordability Cancellation
Masterclass
CSR Call flow and Retention offers (17:57)
Muney Products
Muney FAQ
CRI Status
CRI Status Guide
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Want to think about it
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