Titles
If a title has incorrect mileage, what must be obtained for correction?
What is an a new odometer statement
On an Account Assumption, what is the turnaround time for Credit applications to be sent?
What is 7 Business Days
____________ + ___________ = a complaint
What is Dissatisfaction + Escalation
What does VTO stand for?
What is voluntary time off
Service fees are referred to as _________ on a contract.
What is Rent Charge
Where should we refer customers to, when inquiring on next steps to obtain a paper title after ELT release?
What is the DMV
After Account Assumption review, who is the credit application sent to?
What is the account holder
What does FCRA stand for?
What is Fair Credit Reporting Act
What metric recently decreased on the scorecard?
What is QoS
When you take an OTACH for a payoff you should place the account in which queue?
What is the payoff closing request
After a vehicle is paid off, who handles re-titling & re-registration?
What is the payoff party
Which queue should we place total loss settlement updates in?
What is the total loss hold queue
What information must be collected from the customer when logging an ID theft complaint?
What is the email and address
A call that comes through the Customer Service queue and it isn't answered.
What is a RONA (Roll Over No Answer)
The ONLY party who can request an affidavit of correction
Who is the payoff party
Lease accounts require which type of documentation for title release for customers?
What is odometer statement and payoff instructions form
How many days will we honor a due date change form beyond the expiration date?
What is 30 days
Where do indirect disputes come from?
What is Credit Reporting Agencies
What is the process to attend a lunch n learn?
What is email your Supervisor and WFM to request permission and gain approval prior to RSVP'ing to the invite.
This system is used to locate a customer's personal property tax invoice and refund information.
What is Ryan
These two items must be included when queuing an account for an ROL (Release of Lien)
What is the reason why and a mailing address to send the document to?
A customer wants to register a customized plate for their lease. They will need a _____letter
What is vanity plate
A customer states we reported them incorrectly. This is a ________.
What is a direct credit dispute
What is our primary KPI metric associated with answering phone calls and how well we do that?
What is service level
This type of payment is received after an account has been paid off
What is a POEP (Paid Off Extra Payment)