TPV
What is the meaning TPV?
Statement answer.
When a third-party company contacts new Customers to confirm their enrollment information with Ambit Energy.
List Items that must be verified with account holder
yes/no
callers name
ssn- last 4
Give a self help tip:
I am calling in to make a payment
For future reference, You can also make payment on the MAA
Where do we go to resubmit TPV
Enrollment Tab
TPV is required if:
a) The account is setup online
b) The account is setup through a Consultant
c) The account is setup through our Enrollment Department
d) Both a & b
If the account holder cannot verify their SSN, what must you ask the Caller for?
DOB if don't know or Mother maiden name
Name 5 things customers can do on the MAA
Payment, view balance etc according to ver
Which icon can we select to resubmit
the recycle button
What is another name for an in-house enrollment?
Inside sales, call center, c2
If the caller is not on the account and cannot provide the account number and full-service address, handle as an
unauthorized user. or UU
List 3 things customers CANNOT do on MAA?
Cancel, do arrangements, Name change etc
What icon is the verification?
phone
Who must complete TPV verification?
account holder or POA
If a caller’s name is present on an account, in what scenario is it acceptable to accept the full-service address on an account?
When the DOB says “not available”
Where do we go to check if the customer is registered for MAA
OTHER
Where do we go to update DOB
KEY
TPV will make ___ attempts to reach the customer before failing the enrollment
3
How do you verify Residential accounts with a Business name?
NO/NO
a)Ask: Full business name
b)Ask: Secondary Contact Name
c)Ask: Last four of SSN
What are 2 main methods we can use to search customers account:
PHONE #
ACCT #