MRC 1
What are the next steps when the case is requesting to add funds back to a credit card
Send an email to Credit Balance Refunds requesting to place funds back to credit card
What are the next steps when receiving an email from Virginia or Marlene stating that the customer already cashed the check
Close the case with contact log stating the check was cashed
What two portals can you check to find the ESID for the address in which you are looking for?
ESID look up tool and ERCOT search ESID link
Reliant
Company code 0121
Who do you send the DOA approval for $1,000-$9,999
Karen
When working the MRC box:
What is the process when receiving an email with a large volume of checks
Reach out to Marlene and Virginia to see if they are able to assist with the large volume
What are the Day 2 steps should the case request to transfer the credit to a different CA?
Send an email to payment inquiries requesting to transfer the credit to the CA
When completing an ESID NF, you should also check the_____ to close out the case
Online affiliates portal or NRG Admin portal
Green Mountain Energy (both company codes)
Company code 0271 and 0270
Who do you send the DOA approval for $500,000 & above
VP (Mark Eddings)
What's the process when a check has been escheated?
Email Marllene and ask if the funds are still available
When completing Day 2 of MRC case, if the case is requesting to mail to the new address, but the address was not updated, what are the next steps in completing the case?
Reach out to the customer to update the mailing address/ If customer does not answer, leave credit on the account and place detailed notes on the contact log to update the MA should customer call back
If you are unable to locate the ESID in an ESID NF issue, what status should be selected in the web enrollment portal?
Closed No Action
Stream
Company code 0621
Who do we send DOA Approval for $10,000-$499,000
Stacy
What should you do if the funds have been sent to the state of Texas?
Contact the customer and provide the www.claimittexas.gov website to claim their funds
What transaction is used to complete account maintenance?
FP06
What two items must be filled out when closing out a web enrollment portal?
The ESID number and Status
Xoom Energy
Company code 0586
When do you complete day 2 of MRC?
When you receive an email from Marlene or Virginia that the voids are complete
How many business days should the MRC box emails be worked?
9 business hours
What step needs to be taken towards the credit before processing account maintenance
Remove the restriction in checkbook
If the web enrollment still shows new or in process even after you close it, (what minimum of three) steps can you do?
Close out your website and reopen
Restart your computer
Delete your cookies
All else fails, contact IT and advise Nicole
Direct Energy
Company code 0315
Where do you add the MRC check info to be voided?
On the MRC spreadsheet