Process Review
What email should be sent when a customer requests a PDF copy of their contract?
Send Email 657. Request for Contract.
Notate the account in Portal:
If Eligible, what process do you follow for a customer who emails to request us to "Deactivate their Account"?
Create an escalation task "Account Deactivation"
What should you do if you get an email request from an unknown email address?
respond back to the customer, requesting them to inquire from the email address associated with their NC loan.
Who is eligible for Past Due Payment Plans? LOC or Installment Customers?
Both
What is the EAP program, and what can it help with?
Employee Assistance Program
Mental health, family, legal, financial, estate, etc
What type of payment does the PCI Pal assist with?
Debit Card - over the phone payments
What do we do when we receive documents for an ID theft case, within Gen Cloud?
forward to id_theft_support@netcred.com
How do you associate the email to the account if you receive documentation from a 3rd party account?
Identify the account ID the email relates to and enter the account number in Gen Cloud, and select the option to load account.
What is the maximum duration for past-due payments when setting up a pdpp offer?
9 months
What history month do we celebrate in February?
Black History Month
If an LOC account is not eligible to make a draw and the customer sends in a POA, should we still lock the draw?
Yes - Absolutely
When a customer or a 3rd party emails in Bankruptcy Documents, what type of task must be created?
Escalation Task
Before NAR any email, what are at least two things that should be reviewed/considered?
*Was any new documents received?
*Did the previous rep note and take action with anything the customer needed?
*Is the customer waiting for a response?
What NetCredit Product is not eligible for a 10-day payoff letter?
LOC
If a customer emails in threatening self-harm or harm to an Enova employee, what should you do?
Reach out to a manager on chat. Follow the wiki page for Customer Threats and Harassment and notate the case as listed in the process.
What team handles the Validation of Debt (VOD) cases?
The CCCS team.
For email requests, the CS team will forward the request to Notice_Resolution@enova.com
What is the soonest that a customer can achieve a 0% cash advance fee
4 years
What steps should be taken after setting up any type of settlement arrangements.
Add to the discharge tracker
Before offering any payment plans, name at least three things you should be checking for:
*If there are any payments pending.
*If there is a valid payment method on file.
*If a right-to-cure email has been sent.
What life Status events would you want to reach out to benefits for?
(hint: to update insurance, etc)..
Marriage
New Domestic Partnership
Birth/Adoption
Etc..
What should you do for a customer if they request a due date adjustment?
Call the customer and if they do not answer send them email 507c
For a CCCS case, what steps do we take once we receive a POA?
*Create a Credit Counseling Case
* Cease all communications
* Attach POA
* Revoke ACH
* Lock the draw for LOC
* Email corresponding attachments to creditcounseling@enova.com.
The *New* fee saver program, when does this begin?
4/7/2025
For special settlement offers, how flexible can we be (payment-wise)
We can be a little flexible (if the customer wants just a few more). Essentially, we should try to stick to 6 for <10k and 10 if the balance is over 10
If a customer advises that they don't agree to the new fee-saver program, what should you advise them to do?
Send 602
Regarding your most recent email inquiry, as outlined in Section VI of the contract under 'Additional Terms and Conditions,' we may update certain terms of this agreement. This includes changes to finance charges, Fee Saver calculations, and their credit limit. Any updates to Statement Balance Fees will only apply to future billing cycles after the changes take effect. If we make any changes, we will notify them in accordance with federal and state laws, either in writing or via email, depending on the requirements."