Lease Tax
The lease tax process involves two kinds of taxes __________ and __________
Personal Property and Sales
What is the path to review a customer’s payment history?
Alfa tab > Payment History link
In FAW, a phone agent is allowed to update a customer’s __________.
Phone number, Garaging address, Billing address, Email address
_________ determines if a signature is required for the extension.
Dealers address.
True or False For calls verified via the IVR system and accessed by a system generated screen pop, the agent need only ask the caller to provide their first and last name, and the first/last name of the accountholder or business and confirm vehicle information (Year/Make/Model).
True
When a customer calls in to request the amount of taxes they paid from a previous year, what system do you use to find that?
RYAN
Refund requests will not be processed until __________ days from the original transaction to allow time for the payment to clear.
7
In ALFA account, a phone agent is allowed to update a customer’s __________ (circle all
Phone number, Billing address, Email address
__________ are types of retail installment contracts (circle all that apply).
Conventional Retail Installment
Balloon - Walk Away
Balloon - Non-Walk Away
The letters RPC stand for:
Right Party Contact
What are the two types of sales tax collected on a rental payment?
Monthly, Upfront
A customer with a garaging address listed as a Non-Direct Sale State must refer to _________ to retrieve a payoff quote.
Their original dealer
Documentation of death can include __________.
Death certificate and Executorship paper
If a customer has an inquiry about a "grace period" and the account is on a retail simple interest, what should you explain to the customer?
They are charged additional interest on your account for every day that you pay late
Why is performing RPC so important?
RPC allows an agent to determine the type of caller, which is necessary to determine what kind of information may be shared.
OTA stands for:
Office of Tax Affairs
Where in FAW would you go to locate title release codes?
Title Tab
The standard processing time for special request for written correspondence is_____.
24-48 Hours
How many payments must have already been made, at the beginning of a retail loan, in order for the account to be eligible for an extension?
4
What should you do if a third party calls to make a payment for a customer but offers to pay less than what is owed?
Take the payment
The Fort Worth Lease Tax Support Team is responsible for __________ (3 things)
Abatement requests
Billing Personal Property Tax
NJ Sales tax refunds
What are the registration/titling scenarios for Lease customers when moving from one state to another?
Register Only & Letter of Request
Which Account would you never (even if escalating) quote an insurance total loss payoff on and instead transfer to Exceptions to quote?
Battery Assurance Plus
Employee Account
Single-Pay lease
Pinnacle Account
A __________ payment is a lump sum payment that is due as a final payment once all regular monthly payments are made.
Balloon
When a call comes through, WITHOUT a screen pop, what do you verify with the caller before proceeding with the call?
Last 4 of their Social Security Number
Their full name