Policies & Facts
What is Acima’s Cell Phone Policy?
NO CELL PHONES OUT ON THE FLOOR!
This includes training.
Per LEGAL no cell phones are allowed on ANY agent’s desk. You must keep your cell phones in your bag, pocket, or desk drawer. If you need to take a personal call, please go into the hall or a break area. If you are seen on your phone at your desk, there will be disciplinary action taken.
In which state are customers required to pay tax on Purchase AND Rent?
Hawaii
The Aloha State
Which systems do you use to track your timecard, schedule, PTO, and Benefits?
ADP for Benefits, Deputy for everything else
With which eCommerce retailer do the customers have to apply 100% through their customized waterfall system?
Wayfair
Wayfair is a VIP Retailer and has brought in more business than other eCommerce retailers. More information will be provided regarding how to handle these accounts.
Can a customer cancel LDW or Benefits Plus after funding?
Yes.
A customer can cancel LDW and Benefits Plus at any time. They must call in and speak with an agent in order to cancel.
What is the email we need to remember and should have saved in case we have any attendance issues? And how do you request to use PTO and UTO?
workforce@acima.com for attendance or time punch issues
Deputy is used for requesting time off using PTO or UTO
How do you calculate the “Total of Payments”?
Acima Cash Price
+ Cost of Rental
= Total of Payments
This is the amount the customer will pay if they go the full term of the lease. It adds up to be just over double the amount the merchandise cost at the store.
Where can you locate the "Acima - Attendance submission form" ?
In Google Chrome in the "Acima Bookmarks" folder in the top left of the browser
DAILY DOUBLE!!! What is the Cool Off period? Explain what it is and how long.
A customer has to wait at least 15 days from their first lease being funded before they can reapply if they purchase their account.
The “Cool-off” period was introduced to prevent fraud for the customers who pay off their leases very quickly.
In most states, how much does LDW cost?
10% of the customer’s renewal payment.
How many total rolling points are you allotted per our Attendance Policy?
8 Points.
A full-time employee may not accumulate more than 8 points of STO within a rolling 6-month period. Once an employee accumulates 8 points they will receive a Final Written Warning. Disciplinary action up to and including employment termination, will commence from the overuse of STO.
Department specific policies are to be observed and respected on top of the company-wide policy.
What is Acima’s Second Early Purchase Option and how can you explain it to a customer?
The SEPO is the total amount of remaining payments times the percentage the customer has to pay based on state, plus any applicable taxes and fees if applicable.
The discount ranges from 35%-55% depending on the state.
"Exhibit B" at the end of the Lease agreement will also determine what the Early Purchase amounts will be after each payment is made
What is Acima's lease tracking system used to track leases from Application to Funded, including completing actions such as approving conditions, processing the initial payment, and confirming delivery?
Portal
Portal is the application tracking system. Once the lease has completed all the steps in Portal, the lease begins and it is transitioned to our Lease Management System.
What tag are we looking for in LMS and Portal to see if the customer applied through the Mobile App for Best Buy specifically?
The “Unaffiliated” tag.
This tells us the Retailer is Unaffiliated with Acima but we have authorized the customer to get merchandise from them and lease it with us.
What is Acima Benefits Plus?
Acima Benefits Plus is a discount club program.
The program offers many benefits for customers, including account protection, travel and entertainment discounts, and healthcare savings.
Not only are these great discounts and features, but they’re immediately available once the customer is a member, and they extend to the member’s immediate family!
Acima Benefits Plus is NOT insurance!!
What are the four states and one territory that Acima does not do business in?
New Jersey, Wisconsin, Minnesota, Wyoming, and Puerto Rico
What is Acima’s First Early Purchase Option and how is it calculated?
Acima Cash Price + Purchase Fee = FEPO
A customer can purchase the lease early by paying the merchant invoice total, the markup, and the purchase fee.
It is either going to be a 90 day, 3 month, or 120 day term.
What is LMS? In Processing, what is it used for?
LMS is Acima's lease management system to manage payments, pay frequencies, etc on leases that have been Funded.
LMS is used for reference regarding a FUNDED lease or when looking into their previous lease history.
We only use it to gather information and we DO NOT adjust anything in the lease.
What are the basic qualifications to apply with Acima?
Income History: Three month history with current employer
Monthly Income: At least $1,000 of monthly income
Checking Account: A traditional checking account opened for at least 90 days
Checking Activity: The checking account is free of NSFs, negative balances, and excessive protected overdrafts.
What is OTL and what are the qualifications for customers to use it?
Open to Lease allows a customer with an active lease, to get up to 4 additional leases in order to use their full approval amount.
In order to qualify for Open to Lease the following must be true:
The first lease must be Current, The first lease must be active (if it’s closed it’s not Open to Lease), & The unused approval amount must be >= $100
At what point can you submit PTO, Start Health Benefits, and receive Holiday pay?
The first day of the month following 90 days of employment.
(Holiday Pay will begin after 60 days of Employment)
What is the difference between the markup and the initial payment?
The markup is the cost we add to the retailer’s invoice total to make up the Acima Cash price. It is the cost of using our services. This is usually $50 but can be up to $80.
The Initial Payment is the payment the customer makes to initiate the lease agreement. It can range from $0 to $80.
The initial payment typically covers the markup, but not always. The markup is, however, always applied to the lease whenever it is required.
What is the system Acima uses to provide all the policies and procedures needed to complete your job?
Document360 (Doc360)
This is where you should reference whenever you have questions on how to proceed with all aspects of your job.
What are at least 4 ways a customer can apply with Acima?
Text to Apply
Kiosk or Computer at the Retailer’s store
Mobile application link sent by Acima agent or Retailer
On acima.com
Acima’s Mobile App
On an eCom Retailer’s website
What does LDW cover and not cover?
If the customer buys LDW, they will not have to pay Acima anything if the property is damaged by a natural disaster, fire or smoke, or theft.
LDW does not apply to the loss or damage of property that is caused by unexplained disappearance, abandonment, intentional acts caused by the customer, or as a result of willful or wanton misconduct.
LDW is NOT insurance!!