Payments
What are the two-payment processing screen?
Customers can call in to edit or cancel a PTP. True/ False.
True.
Can you remove auto pay at anytime?
Yes
Is there a limit to changing the cx frequency?
No.
A customer have to send written request to be placed on DNC?
No.
Which payment method is NOT accepted by AFF.
Credit card and Savings account.
A cx called in to set a PTP on their account that is 47 days past due. How far out can you set that PTP?
Up to 30 days.
LTO/RTO customers are automatically enrolled into automatic payments at the time of signing the agreement. True / False.
True.
When is AFF authorized to attempt drafting an automatic payment outside of the customer's payment frequency.
When the customer has opted into re-curing payments, and they fall one day behind.
State two valid DNC statement?
Stop calling me on this phone
Don't call me at this work number
Stop calling me
You are harassing me.
What is AFF preferred payment method?
Debit card.
A cx called in to set a PTP on their account that is 65 days past due. How many days can you set the PTP out.
14 days with a minimum payments required.
If I am not opted in, can AFF process automatic payments?
No, AFF will not process any automatic payments if the account is not opted in to automatic payments.”
Can a customer request to change the payment frequency and if so what are the requirements?
Customer must make their first payment, account must be current must be within 31 days of the next due date.
When do you place an account on DNC?
When a customer request to stop receiving calls from us at a specific number(s).
Where can a cx make payments and view details on their account?
AFF customer portal.
When a cx has more than one PTP if one breaks, they all breaks true/ false.
True.
The cx called in and ask why did you process a payment on my account? I did not contact you to process the payment.
We processed the payment due to a missed payment that was owed on <provide last due date>. You [are/were] opted into automatic payments, which include automatic payments for past-due payments and fees.
The cx calls in that she want to keep the monthly frequency however she want the date to be updated to the 23rd of each month. Can this be done?
Yes we can change the date only.
When do you place an account on C&D?
When the cx ask us to stop all form of communication.
When the cx does not want us to contact them at all.
When the cx states an attorney represents them.
A cx called in to pay $100 what are the steps?
Open the call process the payment and read payment script.
You can edit another rep PTP if a cx calls in to change it if so what are the steps?
True, Go to beta collection screen and click promise management and edit or change the PTP and read script.
If the cx calls in and stats that the auto pay that is upcoming he/she is not able to pay should we opt the cx out of auto pay?
No, we can cancel that one payment and set a PTP for that date to avoid the cx from being past due.
Please read the script that should be read when changing the customer's frequency.
There is no script.
What are the steps to place a account on DNC?
Update the number in radiant to DNC read the script and also in live vox.