VERIFICATION
How do we verify the customer on an account?
1. Name
2. Last 4 of SSN
3. Phone number, DOB, email, or mailing address
OR
1. Name
2. Pin number
If a 3P authorized user calls in, how do you verify them?
1. 3P authorized user's name
2. Name of the account holder
3. Account holder's last 4 of the SSN number.
4. The phone number on file, the account holder's DOB, email, or mailing address.
OR
1. 3P authorized user's name
2. Name of the account holder
3. Authorized user pin number
If a 3P unauthorized user calls in requesting information on the account, how would you handle this situation?
"I am sorry, it looks as though you are not an authorized user on this account and I would not be able to release that information to you. Will you please either have the account holder call in to get you authorized on the account or have them call us back to go over that information with the account holder?"
The only thing you need to put in the Driver's License section when authorizing a 3P is their first and last name, relationship, full/partial access.
FALSE!
If they only have partial access, we need to clarify what they have access to do on the account.
Also if the account holder chooses to set up a PIN, it will be located within the DL section as well.
What are the only authorization scripts you are able to combine?
Frequency change and updating the primary payment method.
What does the customer need to provide for verification if they have a Pin number on file?
1. Name
2. Pin number
If an unauthorized 3rd party calls in and wants to make a payment on an account, what 2 pieces of information do they have to provide?
1. Their card information.
2. The amount that they would like to pay.
If the merchant calls in trying to get in contact with our customer, are we allowed to provide them with their contact information?
NO!
Even if we share the same customer, they are still not an authorized user on their account which means we can't release any information.
(In this case, this call would need to be transferred to MS where they would be able to provide more information.)
The 3P authorized user is fully verified if they verify the 4-digit PIN and provide their first and last name.
FALSE!!!
They have to verify their first and last name, the 4-digit PIN (or the account holder's last 4 SSN), and the account holder's first and last name.
What 5 actions do you need to use the authorization scripts for?
Payments/Future payments
Payoff/Future payoffs
Frequency changes
Updating the primary payment method
Setting up the FEPO plan
When should we ask the customer if they would like to create a pin on the account?
A pin needs to be offered on every single Welcome Call.
If you see that a customer does NOT have a PIN on file, we should always be offering that as an option since they have to verify the last 4 of their SSN in order to be fully authorized on their account.
What are the only things we are able to disclose to an unauthorized 3P?
Trick question!
There is no account information we are able to disclose to the unauthorized 3P, however, we can always give them general information about our company, lease agreements, and policies.
What is the process of adding an authorized user? What information do you need? What information do you put into LMS?
Make sure you are speaking with the account holder and they are FULLY verified. Ask for the authorized user's first and last name, relationship, and their amount of access, along with a PIN. Make sure to notate in the account under the DL section.
For example: **Jane Doe. Wife. Partial access- Only access to make payments and know the remaining balance. PIN: 1234.**
(Also make sure you advise the account holder/authorized 3P that they will have to verify the account holder's last 4 of the SSN when they call back in or they need to use a PIN number).
If someone other than the account holder has a payment method on file, they need to be fully authorized on the account.
TRUE!!!!
This allows the customer to dictate how their payment method is used. It gives them access to call in at any time if need be, about their payment method.
If the customer calls in stating their merchandise was damaged and they weren't aware of it until they brought it home, what do you do?
Hint: In their lease agreement, it states that they are responsible for the merchandise themselves.
Email resolutions.
We are required to email resolutions for all cases of damaged merchandise no matter how the merchandise got damaged.
Can you speak with a certified translator about an account without any documentation in LMS?
Yes!!!
If the customer calling in states they are the POA for the account holder, we would need the documentation to speak with them about the account.
(All interpreted calls will have a distinct greeting from the interpreter).
If a 3P is fully authorized on the account, are they able to make a payment using a card, not in their name?
Yes, as long as the card is already saved on file.
What do you do when you are speaking with the fully authorized account holder, and someone else steps into the call and starts to ask questions? Such as if the call was on speakerphone or the customer states, "Here, talk to my husband!"
In this situation, we would want to politely ask that customer if we can authorize with the account holder to continue to further speak with them. (If the account holder authorizes us to speak with that customer only during that call- just notate that you received the authorization. If the account holder authorizes us to speak with the customer any time they call in, we would want to add them as an authorized 3P onto the account).
Since the fully authorized 3P calls in verified through the IVR system, we are okay to continue with the call as long as we verify their first and last name.
FALSE!!!
Even though they come in IVR verified, we still have to confirm the account holder's first and last name as well.
If an account has not been funded yet and the customer calls in complaining that they are unable to get in touch with the merchant anymore, where would you transfer the call?
Processing!
Resolutions only handles funded accounts.
If a customer calls in and does not know the last 4 of their SSN, how do we continue the call?
We have to advise the customer that we have to verify their SSN before we can continue the call. Ask them to obtain that information and call back.
Can a fully authorized 3P request a pickup for the merchandise?
YES!
3P fully authorized users can do anything the account holder can do. As long as they are verified, we are able to treat them as if they were the actual account holder.
What do you do when you are speaking with the fully authorized account holder, and the merchant grabs the phone and asks for the remaining balance so they can make the payment for the customer?
This seems like a simple question, that we should be able to provide the information since we share a common customer, however in this situation, we would want to politely ask the merchant if we can authorize them with the account holder to continue to further speak with them.
If they do end up making the payoff/payment for the customer make sure you notate on the account that you received the authorization to do so.
If the 3P is only authorized to make payments, they are able to use the account holder's CC on file?
TRUE!
Because they are making a payment they have access to use any payment method on file as long as they can verify the last 4.
What is the Net Promoter Score and what does it do?
It's a survey the system automatically sends to the customer after each call asking two questions:
Feedback of how helpful the agent they spoke with.
And how likely they will use Acima again.