KB ARTICLES
WHAT KB ARTICLE DO WE USE TO FIND OUT HOW TO HANDLE A DNC?
LT/CLT: Respond to a Do Not Contact (DNC) Loan Request
A CUSTOMER CALLS IN AND SCHEDULES WITH THEIR BANK ACCOUNT, A SETTLEMENT OFFER THEY RECEIVED FROM SNAP
SETTLEMENT
A CUSTOMER REQUEST US TO STOP ALL FORMS OF COMMUNICATION WITH SNAP
ACTION:SELECT WHAT APPLIES
RESULT: DO NOT CALL
WHERE CAN WE LOCATE A CUSTOMERS BCA?
IN THE SUMMARY TAB
WHAT WIZARD DO WE RUN WHEN WE ARE UPDATING A CUSTOMERS PHONE NUMBER?
CHANGE CUSTOMER CONTACT METHOD
WHAT KB DO WE USE TO SET UP THE 100 DAY OPTION?
LT/CLT: Set Up 100-Day Option Payments in LoanPro
THE CUSTOMER MAKES OR SCHEDULES A PAYMENT USING THEIR CREDIT CARD, DEBIT CARD, OR CHECKING ACCOUNT AND THE ACCOUNT WILL BE LEFT ON AUTO PAY
PAYMENT-AUTO
INBOUND
ACH AUTOPAY SET UP
WHERE CAN WE FIND AN UPCOMING PAYMENT?
SERVICING THEN DROP DOWN TO AUTO PAY
WHAT WIZARD DO WE RUN TO SET UP THE 100 DAY PAYOFF OPTION
100 DAY ACCELERATED PAYMENT WIZARD
WHAT KB DO WE USE TO SET UP A SETTLEMENT ON A CLOSED-CHARGED OFF ACCOUNT?
CLT: CLT: Set Up a Settlement Offer on a Closed Charged Off Account in LoanPro
THE CUSTOMER CLAIMS THE WORK WAS NOT COMPLETED ON THEIR VEHICLE AND IS REFUSING TO PAY, RESULTING IN A TICKET BEING SUBMITTED TO SPECIAL HANDLING
DISPUTE-SURRENDER
WE CALL A CUSTOMER AND SET UP A ONE TIME PAYMENT WITH A CREDIT CARD
OUTBOUND
CREDIT CARD AUTOPAY SET UP
WHERE DO WE SEE IF IT IS A CC BANK ACCOUNT?
UNDER SMART PANEL
PORTFOLIOS
WHAT WIZARD DO WE RUN IF A CUSTOMER NEEDS A HARDSHIP PROGRAM?
HARDSHIP ENROLLMENT WIZARD
WHAT KB DO WE USE FOR ADDING OR EDITING A NEW CREDIT CARD, DEBIT CARD OR CHECKING ACCOUNT?
LT/CLT: Add or Edit a Payment Profile in LoanPro
THE CUSTOMER REFUSES TO PAY AND HANGS UP DURING THE INTERACTION
NO PAYMENT
A CUSTOMER CALLS IN TO SCHEDULE THEIR 100 DAY PAYMENT OPTION WITH THEIR CHECKING ACCOUNT
ACTION: INBOUND
RESULT: ACCELERATED 100 DAY PAYOFF AUTOPAY SETUP
WHERE DO WE FIND THE PAYMENT HISTORY IN LOAN PRO?
SERVICING TAB
DROP DOWN TO PAYMENTS
A CUSTOMER WANTS TO UPDATE AND CHANGE THEIR PAYMENT METHOD WHAT WIZARD DO WE USE?
ADD A PAYMENT PROFILE
WHAT KB DO WE USE TO RESCHEDULE AN INDIVIDUAL PAYMENT IN LOAN PRO?
LT/CLT: Reschedule Individual Payment in LoanPro
A CUSTOMER SAYS WE ARE BOTHERING THEM AND THEY CONTINUE WITH THE CALL AND DO NOT MAKE A PAYMENT.
DO NOT CALL!
A CUSTOMER CALLS IN AND REQUESTS US TO STOP THEIR AUTO PAYMENTS AND REQUESTS TO BE ON MANUAL PAYMENTS
ACTION: INBOUND
RESULT: SET CUSTOMER TO MANUAL PAYMENTS
WHERE DO WE FIND A CUSTOMERS SOCIAL SECURITY NUMBER FOR ACCOUNT VERIFICATION?
SMART PANEL
CLICK ON CUSTOMER
OR CUSTOMER DROP DOWN AND CLICK ON THE CUSTOMERS NAME
A CCB CUSTOMER WANTS TO SET UP AN ONGOING PAYMENT PLAN WITH SNAP WHAT WIZARD DO WE USE?
MODIFY/CREATE LONG TERM AUTO PAY