New Feature
What does LDW stand for?
Liability Damage Waiver
What should you disposition as when the individual that answers hangs up without verifying they are the customer?
Left Message, since we did not for sure make contact with the customer, but know someone did answer and spoke with us.
FALSE
When can cellphones be used on the floor?
Never.
What does LDW cover?
Stolen and Damaged property only
Why have we been getting through the calling list so quickly, thus causing us to call more charge off?
Agents dispositioning incorrectly and the new 7 in 7 rule.
What 2 ways can a customer dispute their credit reporting with us?
They can contact Experian or send in a written dispute to our p.o. box.
What is the group competition this month?
What states is LDW not offered?
CA, CT (initially), NJ, PR, MN, WI, and WY.
Name 3 Dispositions that are considered "connected/ contact"
No Payment Received
Payment Scheduled/ Received
Message Left
Escalate to Supervisor
Transferred Call
Plan in Place
Account Current
Other
Should doing returns be used as a threat?
No, it should be stated as an option if the customer no longer wants to pay.
Put in order the Coaches Monday-Friday
M- Garrett
T- Stephanie
W- Erika
Th- Tyler
F- Guillermo
Are LDW fees required to be current?
No
What is the 7 in 7 Rule?
This determines how many times we can attempt to contact someone in a rolling 7 day period. The rule also comes with an update that anytime we make contact, we cannot contact that person again for a full 7 days.
When a call comes in "verified," what must you state in order to pass performline?
Automated system
Scenario: Customer states, "You guys keep calling me when I am at work." What should we do?
Use the Call Time Variance
In what order will payments be made from customers if doing LDW? Please include what happens if the amount paid does not cover the full LDW owed.
Renewal payments, late/ NSF, taxes, and then to LDW if covers the full amount owed to it, if it does not cover the full LDW it will be put towards future rent
If someone picks up and does not respond, what should we disposition as?
Answer Machine/ No message left, since no for sure contact was made.
When is the deadline for offering 120+ settlements?
MAY 17th
When should you use main chat when asking questions?
(Help Hierarchy)
After searching Doc 360.