Titles
On a lease account, if the customer/dealer loses the title we released after payoff what do we need to do to help?
Transfer to the titles department
Where are the two options for the customer to change their statement option to paperless?
On the Account Summary screen and under Account Profile
The customer is calling about their payments, he want to work out an arrangement as he is going through a hardship. While working out a PTP, he mentions working for the Department of Defense. After assisting the customer where to we transfer the call?
SCRA
How many teams are there for customer service at NRH?
9
What documents are needed from insurance to request LOG?
Police report/cause of loss, settlement breakdown and evaluation
What does PT stand for?
Perfected title
The customer doesn’t have the option to make a payment using ACH, debit card or to setup autopay, why would this be?
Account is marked certified funds only
A 3rd party calls in to inform the borrower has passed away, where do we transfer the call?
Deceased
Who is the SVP for customer service?
Kristin Caldwell
What is the correct timeframe for LOG to be provided once all documents needed are received on a retail account?
72 business hours
On a retail account, if the customer wants to allow a 3rd party to register vehicle in their name what will the state need from lien holder?
Letter of Permission to Register
What information needs to be accurate for customer to register for the first time?
Date of birth and social security
The customer mentions he no longer wants any communication from us via phone or mail, where do we transfer the call?
Cease & Desist
What documentation do we need to begin an abatement process for lease customer?
Proof of plate cancellation
Why can the processing time for a lease LOG take longer than a retail?
A payoff from date of loss has to be obtained to then issue LOG
What is a title holding state?
A state where the title is given to the owner with lien intact until a release of lien is provided.
On a commercial account, what in the name will prevent the customer from registering their account?
Special characters in the name
The customer is traveling to Hawaii and needs a letter from lien holder for travel, once we validate they are eligible where do we transfer the call?
Bankruptcy
What are our free/cheaper payment options?
Free using checking/savings through IVR/website, debit card online $2.75 and debit card IVR $3.75
Do we transfer customers to insurance department when they want to update their current insurance policy information?
No
Where can you find the tracking number when a title is sent to the DMV for maintenance?
In Dealertrack, under maintenance
On a commercial account, if there are issues with the name preventing customer from registering what do we submit to resolve?
An ASUR for name change
The customer is calling to inform their vehicle was repossessed and needs to pay to redeem it. The account still shows assigned for repo, where do we transfer it?
Nowhere, we have to wait until the account is updated to repossessed for reinstatements to handle it.
What are the KPIs for our new incentive program?
Overall Satisfaction, Valued Customer, Net Promoter and Average Handle Time
If a vehicle was totaled but then repossessed and an insurance company is calling to pay on total loss claim, what do we do?
We provide the insurance company with Allied phone:800-206-0397 fax: 800-713-0260 to handle claim.