EXTENSION
When submitting a Mod request, What needs to be cancelled or unenrolled in order to complete the Extension.
Auto pay is cancelled or unenrolled.
How many times can a customer have their due date changed and approved.
2x in life of loan
Which call center sites handle Customer Service calls?
all of Offshore: Col, Jam, Phil, and Mex
What the first step in trouble shooting Pega errors.
Press F5 = Refresh
How long can it take for a repossession order to be cancelled?
1 business day
if the Modifications tab says Payment and Approval needed for Extension.... What is needed to create this mod?
We don't create the mod. Approval needed mean it's an exception and we don't create exception mods.
_____ ________ must be completed in full prior to a due date change being offered?
First payment must be completed
If RPC disconnects the call, how do you disposition the call?
Whomever we spoke to.
Where can you find information on processes?
Knowledge articles
The customer has completed 4 payments since the start of the loan. When is repossession a risk?
When the customer reach 60+ DPD and has not rolled a due date within the past 45 days.
Within how many days should a payment be made to have it count as a receipt
Same day
Due date changes should be granted to align a due date with the customer's _______ ______? and not as a resolution for default
Pay schedule
Do Disaster or DT Cares emergency mods count against the allowed mods in life of loan.
No: They do not count against the customer Allotted mod usage.
If a customer calls in to pay an arrangement 1 day early, what do you do?
Update the payment arrangement to process today.
What is the first payment default repossession rule?
Carvana - eligible at 30 DPD
Ally - eligible at 11 DD
GoFI - eligible at 45 DPD
When creating Carvana extensions, the extension must do what for accounts status!
Must bring account to current status.
AUTHORIZED 3RD PARTY Called in stating that car was purchased for them and the due dates do not match their pay days. How would you proceed to help this customer?
We can discuss what due dates that work best for customer but will need Account holders on the phone line to create the DDC!
What's the criteria needed to make an account Extension Eligible?
Whatever Pega says is needed
Where can you find the last agent the customer spoke to?
History tab--> Last interaction--> Preview
Which Repo rule will make the UMAC read N/A or see manager?
First payment Default
When can we create an Extension that does not bring accounts current.
When it's a GoFi account.
Recent extension disqualifies a customer from requesting a due date change. (and vice versa)
True or False
False:
If Pega says it eligible, we can submit.
Name a States that requires us to submit a DT Concierge ticket to complete a move request.
Washington, New York, Rhode Island, Louisiana, Colorado, California, Arizona.
A customer answered the phone while in the wrap up screen. How do you get back to the verification screen?
Go to the 3 dots in the top left corner and select Restart stage.
What are the Repo pilot rules?
Repo at 90dpd, payment must bring account under 70dpd
Repo at 100dpd, payment must bring account under 80dpd
Repo at 110dpd, payment must bring account under 90dpd