Lease
Is having a new vehicle with all the latest technology and saftety features an advantage to leasing or purchasing a vehicle?
Lease a vehicle
Can a customer refinance their vehicle with TFS/LFS?
No, toyota is an indirect lender; we are unable to adjust interest rate or the term of the contract.
You are speaking to John Smith with ABC Bank Finance who has authenticated himself and the account. John wants to know the payoff amount on the account. The account is Opted In for 3rd Party flag. Are you able to provide this information?
Yes
In CEP what is the name of the section that includes customer name, address, vehicle information, payment information and privacy notice?
Hero Bar
Can you set up recurring payments for customer on the website or mobile app?
No
Does a lease customer make their first payment at the dealership or with TFS?
At the dealership
Does interest stop on a retail account when customer request an extension?
No, interest accures daily
You are speaking to an authenticated Authorized Third Party who requests a copy of the account history. Is it acceptable to send the form at the request of the Authorized Third Party?
Forms must be sent to the known Customer address in our system of record CEP/Collections Console
What action, category, and topic do you select when customer is asking for the payoff quote?
Request info - payments - payoff quote
Customer calls in stating they scheduled an one-time payment on our website, what system would you use to verify the scheduled payment?
Citi present and Pay
What are the end of Lease Options?
- Return vehicle
- Purchase lease vehicle
- Get into a new lease vehicle
What is simple interest?
A method of calculating daily interest based on the unpaid principal balance of the loan. With the simple interest account there is no prepayment penalty.
You are speaking with Jim from ABC Toyota who has authenticated himself and the account. He wants payoff information and to know if the account is current. You notice the Toyota/Lexus dealer flag is opted out. Can you provide the information?
Yes
What is the name of the section in CEP that you will use to see if the customer is register online?
Publisher Feed Panel - Online profile
Are we allowed to take credit card payments?
No
What term do we refer to when customer is asking for the end of lease purchase price?
Residual value
Due Date Changes
If a caller authenticates through the IVR, and it is a business account what information must we obtain from the caller?
- First and Last name
- Business name on the account
- Caller's position with the company
- Verify vehicle
What action, category, and topic do you select in CEP when customer is making a payment over the phone with you?
Start Process - Payment - Make a payment
Customer calls in and says, they want to set up recurring payment but are not computer savy; what payment option would you offer them?
ACH
- Provide talking points
- Submit DM Form 0005
- Create Case
What makes up customers lease payment?
- Rent Charge
- Depreciation
- Monthly sales tax
What are the 3 options for making a principal only payment?
- Send in a Check to our Iowa office
- Make one-time principal only payment on website
- Use your preferred payment methods and calls us to adjust the funds
When a customer calls in and does not authenticate through the IVR, what are the 4 items that you can obtain to properly authenticate the caller?
- Account Number
- Social Security Number
- Last 8 of VIN
- TIN (If business account)
What is the name of the section that stores all cases and activities related to the account in CEP?
The recent cases/Activities panel
What are the 5 different payment methods that customer can use to make a payment?
- check (Lockbox, HSBC)
- Website (Citi)
- Mobile App (Kinto Pay)
- Pay by phone (IVR or Kinto Pay )
- ACH