Section 1
What is Portfolio page
These are the ways in which our customers communicate with us
Customer will automatically receive this after making a payment
What is confirmation email
Which of our monthly payment plans require auto pay enrollment?
True Monthly Payment Plan TMP
What information do we collect/confirm for a new card payment?
Name, card # (no need to read back), exp date and zip code
A quick summary of the policy's billing information
What is Consolidated Summary
My bill is due, and I need to pay it. I have a new card, though."
What is strength-oriented
We confirm these when making a payment
What is Amount and Account
What other pay plans are there besides monthly plans?
1 pay, 2 pay, 4 pay, etc...
What billing page will you use to cancel a payment?
Billing summary
Detailed information on recent transactions are located here
What is Timeline
"I went online yesterday on the mobile app to verify my Auto Pay payment of $98.19 went through. It said it processed on the app, but I checked my bank account today and it doesn't show that payment yet. I checked with my bank, and there aren't any payment processing issues on their end. Can you confirm you received it?"
What is Detail-Oriented
If this pay plan is on schedule the policy will be paid ahead 30 days
What is TMPP
What is an installment fee?
The cost associated with breaking your premium into monthly installment payments
What would be the benefit of using the Billing Documents page with a detail-oriented customer?
Can pull up billing documents and see exactly what the customer sees/is referencing in their question
This is the first place you will find if the policy enrolled in Autopay or not
What is Portfolio Page
"I tried to ask that robot lady about my bill, but I think she got confused. Can you tell me how much I owe you all this time around?"
What is entertainment-Oriented
If a policy on this pay plan renews on 6/1, the first bill is due 5/1
What is 5/6pay
At New Business the policyholder select 5-pay (33.3%) plan. How much would their down payment have been assuming a $5 installment fee?
Total Premium of $1,483.37
$498.96
Why is the cancellation status and due date important to recognize when handling a policy or answering billing questions?
To advise customer of cancellation due date, can impact billing options
In Consolidated Summary this means the payment has been processed
What is a green checkmark
"Hey thanks for taking my call, I just have so much going on right now and I need to make my payment, but I'm gonna have to use two different cards if you could help me, I hope that's not to much trouble.
What is relationship-oriented
When processing Account Level Payments (ALPs) you advise the customer of these
What is Full amount processed, May see payments post separately, and will receive separate email confirmations
What is the name of the knowledge tool resource page that will give you more info on all the different payment plans?
Automobile Payment Plans
In the consolidated summary, what does the PAID TO DATE mean?
How much equity or how many days of coverage they have paid for so far