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Citi Collector Interview Question

I interviewed in Tucson, AZ and was asked:
"A customer calls saying that they are receiving a notice in the mail for a bill that is due at the end of the month. They talked to another representative and said that they worked out an arrangement on paying the bill, and they do not understand why they're getting this bill. How would you handle this?"
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Part of a Collector Interview Review - one of 850 Citi Interview Reviews

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I remember asking for their information, to see if they called in previously and if their story checks out. Normally in this type of call center, I figured that every call logged would be on record in order to verify claims like this. Once I found this, I said that I would handle it to satisfy both the customer and the company, and would discuss with my manager on fulfilling the customer's request, if not already authorized previously.
- Interview Candidate on Mar 7, 2011

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