Modifications
Can a customer be current and apply for an extension request?
No
True or False: Carvana Loans can only get one due date change and one frequency change in the life of the loan.
False
5 minutes before break/lunch and at the end of shift
What accounts are we not able to work in Two Way Text?
New loans, Reinstatements, Bankruptcy, & Specialty accounts(Military, Employee accounts, etc.)
Do our customers get an email notification when their Due Date Change Request has been approved?
No
What is the 70/45 repossession rule?
70+ days past due and has not rolled a due date in 45 days
What is the allotted time to respond to a customers message?
30 second for first response & 5 minutes after
When do DriveTime accounts go out for recovery?
At 120 days past due or 90 days with no payment
Do all approved modifications require the customer to sign paperwork?
No, not for due date change requests
True or False - Carvana account tags may include: Go Financial, Ally, Carvana
True
How many quick access links do you need to send in a day?
10 at minimum
How many months in between modifications?
6 months
Can a customer apply for a modification with an active NSF balance?
No
What is the route for an account reflecting a Bounce Down?
08
How much away time can you use each day?
Up to 10 minutes
Where can you find the voluntary surrender template?
In the OneNote, under Templates and Talk Offs
What is the best solution for a customer, when past due or experiencing a hardship?
Payment Plan
The four states that require a Mini Miranda statement are:
Connecticut, Hawaii, Iowa, New York.
What do you type to find a canned message?
##
What is a 05 route?
A promise to pay route