Simply Billing
Your reference source to use when responding to billing inquiries.
What is Account Billing System/ABS?
The system that ISRs log into to receive customer calls.
What is Genesys Workstation/IWS?
This is what Contact Management is used for.
What is document conversations and transactions related to an account?
Inside page
What is Travelers’ intranet website?
Customer needing to file a new claim (not reported yet)
Cold transfer to Claims NOL (notice of loss)
Travelers preferred billing method.
What is EFT?
The selection that is used in IWS to receive the next available caller?
What is Ready?
Bank account information, credit card number, mood of caller, complete sentences.
What are things that do not belong in Contact Management?
used for viewing billing and policy information
what is TPX Host sessions / Inquiry screens
Customer needs roadside assistance not associated with an accident
Cold transfer to
Claim Roadside Assistance (Vendor Agero)
The billing method that allows a customer to have the premium deducted from his paycheck.
What is Statement Bill/Payroll Deduction?
True or False: Not Ready – ACW is available to select after the call is disconnected.
What is False?
True/ False- When a payment is taken over the phone via eService, the automated Contact Management must be modified to provide the caller’s name.
What is False?
The primary reference tool used during most calls each day.
What is Live Publish?
Caller has Travelers Commercial Policy requesting service
If Agent Known: Advise customer to contact their agent
If Agent Unknown: Advise: You are unable to view Commercial Lines policies and will transfer them to someone who can look up their account -Cold transfer to Business lines on IWS
The billing method that is charged monthly or lump sum to a customer’s Visa or MasterCard.
What is RCC/Recurring Credit Card?
After taking a payment, the customer would like to make a change to the policy. This is the method to connect to a Customer ISR
What is Warm Transfer?
This level shows the policy effective and expiration dates.
What is policy level?
Provides customer name, mailing address, policy numbers, billing account number, agent and underwriter name.
What is Contact View?
New Claim Reporting: Auto -glass damage only
Cold transfer -Claim Glass (Safelite)
For customers who receive a bill via mail or email, this payment option is also referred to as IVR.
What is Pay By Phone?
The color indication on the Case Data (pop) that an agent is calling in for assistance.
What is Red/Pink?
The Reason and Detail selection when a payment by check is mailed and posting expectations are said.
What is Billing / Payment Posting Delay?
The website agents use to access Travelers’ information and systems.
What is Travelers For Agents?
Customer requesting a Spanish speaking representative for service
Cold transfer to Spanish - Service