CAC
Where can you find the name on the account for CAC?
Under customer record
What is the fee called for Ally Financial?
Money transfer fee
You receive an Ameren call and no information under customer info pops up. How do you proceed?
You take down the information as the cx provides it to you
You search for an account number but nothing populates. You have double checked it is correct. What should you check for next before transferring to biller?
What is the fee called for H/K/G?
Money transfer fee
I customer can use their spouses card for CAC. True or False?
False. They must use funding in their own name
The customer wants you to tell the the last 4 digits on the card to be sure it is the one they want to use. What should you do?
Let them know for security purposed they would need to provide you with that info and you can then confirm if that card is on file
You always provide the receipt number for Ameren
Do you need to confirm the mailing address for HD/Duke when the customer provides a new payment method?
No. There is no mailing address provided to us on HD or Duke accounts
A customer is making a payment and you get the error card not accepted due to site configuration. You have made sure it is correct and it is coming up as a visa. What could the problem be?
Make sure it is a debit card as H/K/G only accepts debit cards
The CAC rep tells you the customer wants to make a OTP for $475 but when the customer is transferred they say it was supposed to be for $470. What should you do?
Transfer back to CAC. We are required to process payments exactly as the rep tells us.
Where do you find the site ID for Ally Financial?
Upper left corner above account number.
The customer wants to void a payment they just made today. Can we do this?
Ameren posts payments in real time and they would need to speak to their financial institution for a stop payment as Ameren doesn't do refunds.
The customer wants to set up autopay for their account. How do we assist?
We transfer them to the biller.
Can you void a payment for H/K/G?
No. Only TL's can void pending payments
If a customer needs to update the funding on their autopay, what do you need to do first?
Disable the old autopay.
The customer wants to pay off their remaining balance of $13,000. Is this possible and if yes how would you do it?
You can but it must be done in multiple transactions and each payment has to be offset by at least one cent. And the money transfer fee applies for every transaction
The customer wants to know how much they owe to keep their power from being turned off. How do you proceed?
Transfer to biller
You can provide the name on saved funding to the customer. True or false
False
Do you need a zip code for a debit card payment?
No. No zip is needed.