This call came in late at night. The phones were so quiet that the whole department got to listen to me in action on this one. It lasted approximately an hour (Way longer than it should).
The man was obviously drunk, and I doubt he even vaguely remembered the call in the morning. I wasn't allowed to point out that fact and refuse to help him. I wasn't worried. What are the chances a drunk is going to get all the way through the process?
The first thing we have to do is collect the necessary personal information. He argued belligerently for a while about giving private information over the phone, not because he didn't want to provide it but because his addled mind found giving me a hard time highly entertaining. I'm surprised we even got through that. Every time I offered to bail out on him, he calmed down and continued on.
After filling out the initial form, sometimes the system will offer security questions provided by the credit reporting agencies. He had to go through that. I smiled when they came up, figuring there was no way he would agree to answer the questions or he'd get them wrong, and we'd be done. He again was deliberately difficult, but he passed the questions.
The last step was reading the legal disclosure before submitting the application. This is long and boring. He kept interrupting me, asking idiotic questions. At the end, I thought for sure he was going to decide not to submit the application; I've had lots of customers bail out at that point. He surprised me by saying he wanted to go ahead.
Everybody sitting around me about fell on the floor, first in shock and then with laughter. The man's application came back fully approved. I wonder what he thought when his card arrived in the mail.
Several teammates congratulated me on not losing my cool on the call.
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