Payment Schedules
Changes
eCashier
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100
If a payment returns back 3 times, where does that payment go? What would you tell the payer to do regarding that returned payment?
Unresolved Balance. You would tell the payer they can make that payment online (if online payments are accepted), or that they would need to talk to the institution regarding making up the payment.
100
On 6/10 A payer calls and would like to delay their enrollment fee until 7/1 and their original EF attempt date is scheduled for 6/15. Their first payment is scheduled for 7/5. Can we make this change for the parent? Why or why not?
Yes, we can make this change because it follows the 2 business rules: 1)It must be within 30 days of the original fee date. 2) It must be PRIOR to the first payment date.
100
Match the following: 1) Institution finalized 2) Institution First 3) Consumer Entered A. Payer enters all information (including balance) and agreement finalizes. B. Payer will enter their demographic and banking information, then the institution will go in to enter the balance and finalize the agreement. C. Payer will wait for Invite then go online and setup their payment plan.
1)B 2)C 3)A
100
A parent from Berean Christian Academy in Stone Mountain, GA calls and wants to know what payment plans their school offers for the 2014-2015 year. What would you tell them
Monthly plans (10 and 12 payments)
100
Where do you dispose of banking information that you have written down?
Nowhere! We NEVER write any banking information down due to security purposes.
200
We have a payment on July 5th that returns back to us as Not Authorized. Would we automatically reattempt that payment? If so, when?
We would not be able to automatically reattempt, due to the way the payment returned. If we received their written signature to reinstate by July 18th, we would reattempt that payment on July 20th.
200
The AAP calls in and would like to update the address, banking information (RP is a signer), and also update the correspondence method from postal to email due to a move. Can we make these changes?
Yes, we would be able to make all these changes for the AAP.
200
Match the following: 1. Consumer Entered 2. Institution First 3. Institution Finalized A. OK to send the e-Cashier link B. NOT Ok to send the eCashier link
1=A, 2=B, 3=A
200
A returning family from Mill Springs Academy in Alpharetta, GA calls in and would like to know what they need to do to set up a payment plan for 2014-2015. What would you tell them
They would need to access the institution link and log in to create a new payment plan (No ER).
200
What are the 5 things an AAP cannot do for an agreement?
1. Change security question answers 2. Cannot change email address 3. Cannot enroll in Auto Pay 4. Cannot change user name, remove user from a user account, or deactivate a user 5. Cannot Add/Remove AAPs
300
We have a payment return back to us as Stopped Payment on August 20th. What would we need to tell the payer they need to do in order to have this payment rescheduled for September 5th?
We would tell the payer that they need to give us verbal authorization to reinstate payments. They would also need to make sure that the stop payment has been lifted from their bank account. We would need that verbal authorization by September 3rd in order to reinstate for payments on September 5th.
300
A payer calls on 6/27 to update their banking information that returned back as Invalid Account for their 6/20 payment. When would that payment be reattempted? The payer then asks you if you could delay that reattempting payment since they are short on funds. What would you tell them?
The payment would be reattempted on 7/5. We would not be able to make any changes to the payment reattempt since it is set for the future. The payer would need to contact the school regarding any changes.
300
How would you guide a payer with an invite to set up their payment plan?
Advise them to go through the link on the invite and to enter their unique code when prompted. They will then create a user account. Once the user account is created they would be able to enroll in a payment plan.
300
How would you tell a returning family from Chaminade Madonna to setup for the new year?
They will be automatically reenrolled (no action needed from the parent).
300
Are there any late fees for St. John Bosco in Phoneix AZ for the 2014-2015 school year?
Payment plan: $20 for 2nd Return Billing: No fee
400
A parent calls in on 8/10 to update their banking information due to to current banking on file showing as Closed Account. You notice they have 2 payments showing as past due (7/1 & 8/1). The parent tells you that they can make only 1 of the 2 past due payments before their next payment date. How would you make this change?
Update the bank information. You would reschedule the 7/1 payment (since that is the most past due)to attempt on the day of their choosing (must be before the next payment date). You would place the 8/1 payment on hold since the parent can't make that payment. You would also send a hold file to the AM notifying them about the 8/1 payment on hold in case they need to contact the school.
400
A payer calls and wants to enroll in AutoPay for their Invoice payment plan. How would you guide them in setting this up?
A payer is not able to enroll in Autopay for the Invoice Payment Plan. Autopay is only available for Incidental Billing.
400
A new parent from The Green Vale School in Old Brookville, NY calls in and states that they received a statement with a tuition balance from the school, and they need to know how to set up a payment plan. What would you tell them?
Tell them to use the Institution Specific Link, log in or create their user account, and select the Set up a Payment Plan link. The school is consumer Entered and not using invites so the statement from the school is just giving the parent the balance needed to setup the agreement. The parent will sent up the agreement and user account online.
400
What do you do if someone calls you and tells you they are going through Bankruptcy?
Immediately warm transfer the call to the Account Manager.
400
A parent from St. Mary's Roman Catholic High School in Phoenix, AZ calls in trying to set up the payment plan and cannot figure out what to input for the student ID which is required. Ignoring the fact that there are no active terms/payment plan, what would you advise them?
The student ID is: Last Name, First name (student)
500
A payer calls to ask if they can pay an extra amount on their agreement so it ends sooner. How would you guide the parent in this change? (The school does allow the parent to do this)
You would advise them to login to their user account. They would be able to select "Make a Payment". They would select the ending payment(s) of the plan that they want to pay and indicate any partial payments if needed.
500
A payer calls in, their CC payment on 6/20 returned back to us as a Lost card. They update their new CC. They want to know if their returned payment fee could be delayed to 7/1? Their payment will reattempt on 7/5, is that something you can change?
No, because there is no returned payment fee associated with the Lost Card Return.
500
A lady calls and would like to set up a payment plan for ID 4094 for the for the 2014-2015 school year. How would you guide her through setting up her plan?
Per the exception text the lady would need to be directed to her institution's website to log in and access our site from there. Do not send the eCashier link. She can refer to an invite she may have received direct from the school with the unique code. Do not send out the invite.
500
Margie Jones is listed as the RP for an agreement that was set up online. Frank Jones the AAP calls and throughout the conversation we discover that he is the only signer on the financial account used. What needs to be done? What if the problem can't be resolved in the same phone call?
1. Frank Jones must go through the RP Switch process OR Margie Jones can provide an account which she is a signer on for payments. 2. The agreement must be placed on hold until the issue is resolved--COSF must be filled out.
500
RP calls in 5/12 to disenroll in the POM benefit that she saw on her confirmation letter she received. The attempt date for the POM is 5/21, and their first payment is 8/15 for $400. Is this something she can or cannot do?
Yes- the RP would needwould need to provide something in writing (preferably by email) 2 business days before the POM attempt date to cancel.
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