MBFS overview
Any legally enforceable promise or set of promises made by one party to another and reflects the policies represented by freedom of contract. What term does this definition describe?
Contract
True or False on a lease account, autopay will always debit the regular base payment and tax?
What does FAW stand for?
Financial Agent Workbench
True or False Autopay should be relied upon to make a retail account’s final payment.
True
True or False Unresolved complaints should never be escalated to a supervisor.
False
What are the steps of the vehicle finance process?
Apply for financing, Application Review, Signing The Contract
The __________ address determines the amount and type of taxes paid on the account.
Garaging
True or False customer can apply for Autopay online only at the time of contract set up?
False
What path do you use to request an Autopay form be sent to the customer?
Billing/Payment->AutoPay Request Form->ALFA CP04
When a caller states they are unable to obtain resolution from their dealer, they should be referred to __________?
MBUSA CAC
What type of financing allows unlimited mileage and longer terms?
Retail/Conventional
When an account is 90 days or less to maturity, the call should be transferred to _________ department to discuss lease end options.
Remarketing
Which tab would be used to document a call and create service request?
Customer Service Notes
List 4 forms of acceptable payment methods usable with Western Union Speed Pay?
Checking account
Credit card (debit/Visa/Mastercard/American Express)
International credit cards
Savings account
The credit application process may take up to ______ business hours for a decision.
72
Which installment contract reflects the owner of the vehicle as Mercedes-Benz Financial Services?
Lease
The purchase price at the end of the lease and is known as __________.
Residual
WUSP confirmation letters can be sent via __________ and ___________.
Email and Mail
A lease deferral can be for __________ or __________ delinquent payments.
1,2
What are the finance service options a customer may add to their contract?
Credit life insurance, accident and health insurance, gap insurance, service contract
What are the customers 4 available options at lease end?
Lease extension
Purchase and refinance with MBFS
Purchase the vehicle without financing
Vehicle return
A customer lives in California but the company that they are employed by makes their lease payment though the accounting department in Texas. The customer’s California address should be listed as the __________ while the Texas address should be listed as the __________.
Garaging, Billing
What are the ways a customer can cancel autopay?
Customers may cancel Autopay verbally, by email, U.S. mail, or online at MBFS.com.
What is the benefit of the mid term miles program?
The midterm miles program allows the customer to purchase any amount of miles they want and spread the cost over the remaining payments.