RESO Accounts
What are the 5 Areas of the Resolutions Department?
Bankruptcy - legal also assists
Fraud - (identity fraud and bank account fraud) - legal also assists
Probate- Death of Customer
Returns
Resolutions General- Issues with merchandise (missing, damaged, stolen) and invoice disputes
What do you always put in the subject line when sending an email to Resolutions?
Always include the customer's first and last name and lease ID number.
Resolutions can't work the account without the lease ID number.
The customer calls in stating they do not have their merchandise and would like to cancel the lease. Notate #ReqReturn and Resolutions will be able to further assist.
FALSE!!!
We do NOT want customers paying for something if it is not in their possession. Email RESO letting them know the customer is missing their merchandise and wants to cancel their lease. The customer can't take pictures of merchandise they do not have.
How do you handle an account where the customer states their merchandise is damaged?
Identify how the merchandise is damaged and be specific!! Ask probing questions such as was it damaged upon delivery and/or did you purchase a floor model?
Send all of the above information to Resolutions in an email and advise the customer we will contact them within 3 business days.
NEVER guarantee what Resolutions will do!! We do not know!
What do you tell the customer if they state that they are "unsatisfied" with their merchandise?
Advise the customer that they can see if the retailer has a return policy.
Or they have the option to return the merchandise through Acima using the return instructions.
When a customer wants to complete a return you would send Resolutions an email with the Full Name of the customer and their contact information to initiate the return.
False!!!!!
You just need to notate #ReqReturn then the customer must follow the instructions on the email that is sent to them.
What do you do if the customer requests to have their merchandise returned?
Notate the account #ReqReturn and confirm the email. Advise the customer they will receive an email within 24-48 hours with the instructions to send in pictures of their merchandise. Once we receive the pictures, reso will contact them within 3 business days.
If a customer calls in about missing merchandise and you see in the notes that she called yesterday about the same issue and the prior agent emailed Resolutions already, do we need to email Resolutions again today?
NO!!! Resolutions will get back to the customer within 3 business days. If we emailed them once about the same issue, we do not need to email them again.
A customer calls in and wants to cancel his lease and is still within the processing stages, you warm transfer to Resolutions so they can continue to assist the customer.
FALSE!!
Resolutions only handle funded accounts. This call would be transferred to processing.
How do you handle an account when the customer is a victim of bank account fraud?
Obtain the potential victim's name, phone number, last 4 digits of their SSN, last 4 of the bank account from which the money was drafted, the date of the payment, and the amount.
Attempt to locate an account. If you need help ask a SUP!! Once located, ask probing questions. If they still claim fraud, send an email to FRAUD@ACIMACREDIT.COM with all of the above information. Make sure to never disclose account information.
If a customer calls in and their account was in Resolutions prior, and they are still having the same issue with the merchant, do you send another email to Resolutions?
NO!!!
Once the account is dismissed from Resolutions, we do not want to send them an email for the same issue. However, if the merchandise is now damaged, you could send an email to Resolutions for that issue.
A third party calls in stating the account holder has passed away. You are going to send an email to Resolutions with the customer's contact information and asked the third party to send in the death certificate or obituary.
False!!!!
We need the executors (family member or whoever is calling in) contact information
Customers Name and Lease
And request the executor to send in the proof of death to resolutions@acimacredit.com
What is the BIG question we want to ask if the customer states they are filing bankruptcy?
"Have you already filed or are you planning to file?"
If the answer is they are planning to file make a note in their account and let the customer know they are still responsible for their minimum payments until we have further information.
If a customer calls in and states they filed for bankruptcy, what info do you need to obtain from the customer? And what email do you send the information to?
Customer Name:
Last 4 of the social
Lease #:
Name of Attorney
Attorney Phone #:
Case Number, Filed Chapter 7 or 13 and Date Filed
Subject line BK WATCHLIST and email BANKRUPTCY@ACIMACREDIT.COM
If a customer calls from Minnesota and states that they lost their job, you can send an email to Resolutions so they can continue to assist the customer with the income reduction steps.
NO!!!
We only offer income reduction options in CA, PA & NY, and they each have specific requirements in order to qualify. Since Minnesota is not one of these states, they are required to continue to make their minimum payments until the end of the lease unless they choose to request a pickup.