Service Request Types
Submitted to update Cell phone number.
What is CIC (Cust info change) SR?
Took delivery of the vehicle with said mileage.
What is Commencement mileage.
What is Critical Alerts?
Used to view schedules, request trades and submit PTO requests.
What is NICE?
Must match the Primary/Co-Buyer's address in CRM.
What is Non-Debtor Spouse?
Submitted to request a copy of the contract.
What is a General Service Request?
Agents should review this to determine the current standing before proceeding to assist.
What is Account Conditions?
Provides guidance with call flow.
What is WIPS Call Model (LEST)?
Provides the most accurate payment history.
What is G-Core?
Information being verified MUST match account information and Third Party Consent SR in CRM.
What is Third Party?
Our customer is allowed to request this assistance for 1 money service fee throughout the life of the loan/account.
What is a Fee Waiver?
When agents are gaining knowledge on intent, I am the ultimate goal.
What is CIE (customer intent exchange)?
This program is designed to recognize and reward returning customers by offering incentives based on their continued relationship with HCA.
What is Loyalty Reward Program?
Used to take payment from customers by agents.
What is ACI Speed Pay?
Once verified should be transferred to Dealer Support during business house.
What is a Branded or Franchise Dealership?
To gain consent to market.
What is Work Details?
HCA does not directly sell leased vehicles to lessees in these states.
What is Lease Non-Direct Sale/Dealer-Only States?
The actual system you will use to login and out for the day, make and take phone calls from customers and other department.
What is Finesse?
Requires verification if listed either on the CVF Authorization Form or corporate resolution document to confirm permissible discussion/changes.
What is a Business Account?
This option allows to increase your payment timeline.
What is a Term Extension?
Estimated value of the vehicle at the end of the Lease term.
What is Residual Value?
Houses all required statements and suggested comments.
What is Disclosures/Scripts/Talking points?
The system in which we house all of our customer accounts.
What is CRM?
Additional information requested when an un-authenticated calls comes in.
What is Last 4 of SSN or complete DOB?