Name that Confluence Page
What confluence page will help us navigate the customer when we speak to them for the first time during onboarding?
Who is the Director of Auto Servicing
Duffy
I have a huge Dragon Tattoo on my back.
Tab
As of today, <MM/DD/YYYY> you <CUSTOMER FIRST & LAST NAME> authorize Upgrade to change your previous due date to your new due date of <MM/DD/YYYY> starting in the month of <MONTH>. Can you please confirm with a YES or NO if this information is correct?”
Due Date Change
This car was a cultural phenomenon in the 1990s and inspired a TV show. It had a 10-cylinder engine and could reach speeds of 164 mph
The Dodge Viper
What would be the confluence page we would go to when the customer wants to send something overnight.
Payment Options
Who is the CFO of Upgrade?
Jeff Bogan
I went and graduated from poise and etiquette class when I was younger.
Matt
“As of today <TODAY - MONTH, DAY, YEAR> you <CUSTOMER FIRST & LAST NAME> authorize Upgrade to withdraw your Monthly Payment Due from your <BANK NAME> <ACCOUNT TYPE> account number ending in <LAST 4 OF ACCOUNT #> each month on your Due Date, starting on <DUE DATE - MONTH, DAY, YEAR>. If the account does not have enough funds, we may re-try to debit your account up to two more times. Can you please confirm with a YES or NO if this information is correct?"
Autopay
This car had a 5.0 V-12 engine and could go from 0 to 60 mph in 6.3 seconds.
The BMW 850i
What confluence page do we use when a customer made a double payment and wants a refund on one of their payments.
Loan Servicing Requests
Name Upgrade's 5 office Locations
San Francisco, Phoenix, Montreal, Atlanta, Orange County
I speak 5 languages (basic vocabulary)
Leslie
“I will need to read the following disclosure. I ask that you respond with a verbal YES or NO at the end to signify your agreement to the terms:
As of today <MM/DD/YYYY>, you <customer name> authorize Upgrade to submit a refund request in the amount of $<XX.XX> for the payment submitted on <MM/DD/YYYY>. Do you agree to the terms regarding this refund request submission?”
This practical, family-friendly car was a top-selling car of the 1990s
The Ford Escort
What confluence page do we use when a customer moves states and wants to register their vehicle in the new state.
Title, state and name changes.
Name our Core Values
Fast
Own It
Help
Improve
I am an avid boater and go wake surfing during the summer.
Danielle
“As of today, <MM/DD/YYYY>, you, <CUSTOMER FULL NAME>, authorize Upgrade to withdraw a One-Time ACH payment from your <BANK NAME> <ACCOUNT TYPE> account, number ending in <LAST 4 OF ACCOUNT #>, on <PAYMENT DATE - MM/DD/YYYYY> in the amount of $<XX.XX>. Can you please confirm with a YES or NO that this information is correct?”
One Time Payment.
These cars were featured in the video game Gran Turismo and became popular with American buyers
The Subaru Impreza WRX and WRX STI and Mitsubishi Lancer Evolution
When an insurance company calls in and says their vehicle has been totaled, where do you go?
Insurance Claims and Total Loss
Name one of the Best Places to Work Awards we have received.
Forbes
Built in
American Banker
I was a amature boxer for 10 years
Chris
“Hi, this is <FIRST NAME> calling from Upgrade. We partner with <DEALERSHIP NAME>. Congratulations on the purchase of your <YEAR/MAKE/MODEL>. If you can please return my call at (855) 598-1271, any agent will be able to assist you. We will be available <HOURS OF OPERATION>. Thank you and have a great day.”
Welcome Call Voicemail
These Japanese imports were popular with car enthusiasts. (Name one)
The Honda Civic, Acura Integra, Toyota Supra, Nissan Skyline, and Mitsubishi Eclipse