Privacy
How do you authenticate a customer that authenticates through the IVR?
Ask for their Name and Vehicle
Obtaining specific account and personally identifiable information from a caller in order to identify that they are authorized to discuss the account is known as:
Authentication
You can take a debit card payment if a customer is more than a 1 day past due
False
Do we accept credit card payments?
No
What needs to be verified in order to add extended verbal authorization?
Zip code, Date of Birth or Driver's licenses #
You are expected to authenticate the caller's account on every call.
What are the 3 different recurring payment options that we offer at TFS/LFS?
Website
Mobile App
Autocheque
What is the limit per translation for pay by phone?
5 - 4,999.99
What needs to be verified in order to provide the customer their account number?
Dealer's name, Date of birth or employee name at the time of contract signing
What is the outbound disclosure?
This call may be monitored or recorded for quality.
What is the one talking point that we say NOT to forget when submitting a pay by phone payment?
Are you authorized on this bank account
What system do we use to view mailed payment sent into our lockbox?
HSBCnet
A customer calls in Authenticated through the IVR on a business account what needs to be verified before providing acct details?
Callers Name
Business Name on the account
Position with the company
Verify year, make & model
Ask are they authorized
A dealership calls in Not Authenticated through the IVR what needs to be verified before providing acct details?
Callers Name
Account holders Name
Vehicle
Dealership Name
Ask 1 of the following: Account number, VIN or SSN
What do you need to verify before opening the PBP case in CEP?
Verify Address, Phone # & email address on file
What happens if a Retail Customer who is set up for Autocheque pays their account ahead by at least one payment?
Retail payments do not debit when the account is paid ahead by the monthly amount
Jane calls in and states that she has questions about her husbands account, Jane provides the acct # to you, what other information do you need to verify on the account before providing account details?
Jane's last name
Account holders Name
Verify the vehicle
Check to see if Jane is Authorized to speak on the account
You call and authenticate our Customer, John Jones, who lives in Connecticut. He says, “I know the payment is a little late but here, talk to my son Fred Jones. He has my authorization to speak on the account.” He hands the phone off and the son responds, “Hi this is Fred Jones.” Of the following options, what information should be provided to Fred Jones before discussing the account? Check all that apply.
Your first Name
Outbound disclosure
That you work for Toyota Financial
For one-time payments (Website), if a Customer attempts to Pay ASAP on a Friday after 5pm PST, the Pay ASAP date reflects what day?
The following business day
For a recurring payment, what is the processing time?
2-3 bus days