PTPs
How many days does a single ptp has?
7 days
Which command can I use to transfer a call
Shift + F11
Where can I create the complaint?
On Report Issue
How many days of diarization and which code do I need to enter when we have a deceased?
PDJ, 10 days
How much is the interest rate?
0%
How many days of extension can be approved?
3 days max
How can I see the Empath account ID?
Shift + F7
Where can I create a PTP arrangement?
On overview or payment tab
How many days of diarization and which code do we need to enter if we have a Tempo NIS on the 3rd attempt?
ONM, 10 day
If we have an upcoming holiday, how do we have to calculate the days?
The holiday doesn't count as a business day, so we have to be careful the posting day because of the cy day
How can I see the customer address?
F8
Where can I see if the customers has multiple cards?
On the account tab
How many days of diarization and which code do we need to use if we enrolled a customer on a FPP
5 days and O/IHS
Tell me 3 requirements that the customer must meet in order to be eligible for the FPP
Accounts can only be set up on FPPs by a verified customer or POA. The full address must also be verified before any hardship sign-up.
The customer needs to be facing financial difficulties and is looking for long-term assistance. Customer needs to have an ongoing source of income to maintain the monthly payments.
The account must be opened for 9 months or more.
Their full balance needs to be greater than $300.
First FPP payment needs to be made within maximum of 10 business days in Empath. (The 10 days are inclusive of the 3 days to process).
Account cannot have a current cease and desist, have an active dispute, or be enrolled in STAP.
If the account is in bucket two, it needs to be 54 dpd or less at time of call.
Can I take a PTP that an agent previously did, but the information that was entered is wrong?
Yes
How can I prevent overwriting the information on Alltrac?
Use "insert"
Where can I generate a temporary password?
On profile under "digital profile"
How many days of diarization and which code do we need to use if we do a CAD
5 days and O/INP / I/OLM
The customer is 54 dpd, we offered the FPP but the customer refuses, what do we need to advise to the customer if they call again the following days?
We have to advise to the cs that today is the last day to offer this program in our department; if they call again the following days we can't enrolled them as the permitted timeframe already passed. So if they are interested in the program later, maybe if they escalate to the next department they can offer it again (don't promise anything as we don't know if the next department will be able to offer it based on eligibility)
If the customer is eligible for double PTP can the customer do the following?: The customer pays today half of the amount that they owe, the other the customer plans to pay it on the following 11 days (counting today as day 1), can the customer do it?
Yes, they can
If the customer does the payment the same day of the call, is going to cover the first PTP timeframe and open the second window for the second PTP.
How can I see customer's PN?
Shift + F10
Where can I see if there is an OKTSW in the account?
Under memory message
How many days of diarization and which code do we need to use if we transfer the account because is in the wrong department?
0 days and IWA
If a customer agrees to make a FPP and is 54 dpd, when does the customer need to do the first payment?
the same day of the enrollment