Call Flow & Portal Intro
When do you need to leave a note on the lease?
Every time you enter the lease!
Whether you are simply working an SLA or taking a super complex call, LEAVE YOUR NOTE! Your note can save you from errors and help us know how to best help the customer in future situations.
NOTATE, NOTATE, NOTATE!!!
What are the two ways a retailer can have a customer apply through merchant portal?
Directly through the Merchant (Retailer) Portal by clicking on the "Start Application" button
Sending them a link to apply (you can use this one as well)
What is the script you read if a customer is asking about their denied or rejected lease?
"For your security we have limited information in regards to the denial. You will be receiving an adverse action notice by email within the next 10 business days with more details."
Stick to the script with denials. We are unable to provide additional information regarding denials.
Where can you find a complete retailer industry list of leasable item examples, extras, and hard no’s?
The Leasable Items sheet.
Remember, these contain examples of Leasable Items. If it is not on the list, use your best judgement and get help from an LP or FS.
What is the hashtag contained in your note if you worked a "No" response text to delivery confirmation?
#NOREPLY
Macro Prompt "vod.no"
Which email do you give to customers and retailers when they need to email into the department?
leases@acima.com
This is for any time the customer or retailer need to send us documents (MIs, IDs, VCs, etc.) or any other communication regarding the lease application.
DAILY DOUBLE!!! Where can you find the Payment Calculator in Portal?
On the bottom of the merchant portal homepage
Which approval status is ONLY used for Wayfair? What condition is it needing completed?
Approved - Awaiting Income Attributes
Their income information just needs to be added to the lease - this is usually completed by the customer on their phone, however, if you see this condition, complete it with the customer over the phone if possible. It must be completed to do anything on the lease moving forward.
What is the easiest and most common way to satisfy a BAV?
This is the default option.
Debit Card Payment (DCP)
This is the default option to satisfy a Bank Account Verification since they just pay the initial payment with a debit card. You will see this conditioned on leases along with the initial payment under the conditions tab if it is requiring a BAV. If a customer wants to complete a BAV by calling their bank or sending a VC, this condition will need to be toggled to BAV before you can proceed.
If you call a customer and they have not received their items but have an estimated delivery date, what do you do?
Have an LP or Floor Sup put it in Pending Delivery with the correct delivery date. Make sure to notate with #VODNoDel
What three things do you need to verify from the customer before you can speak on the account?
Full Name
Date of Birth
Last Four of their SSN/ITIN
Remember to still verify the customer even if you have already spoken with the retailer and they have handed the phone over to the customer.
If a customer needs the KIQs re-sent to them, what are the two ways they can receive them and from where can you send them?
Text - from Portal and Merchant Portal
Email - from Merchant Portal only
On the customer’s lease in Portal, we can only see the option to text them. If they need to get it via email, we have to log into the Merchant Portal to send the email.
Since all applications are Retailer specific, in which cases we can re-submit the application and which cases do they need to re-apply?
If the new retailer is the same industry, we can re-submit as long as they haven't signed the lease agreement
If the retailer is a different industry, the customer needs to re-apply as long as they have not signed the lease agreement. You can send them the link to re-apply
What must you do before and after you reject ANY condition?
Get a second opinion from an LP/FS, call the retailer to advise of rejection, and leave a note!
This should be done on every rejection to ensure we get what we need to from them to move forward. Make sure to get a second opinion from an LP/FS when rejecting conditions, especially until you feel confident. With MIs, always get a second opinion.
How long are Approvals good for?
After it gets to a delivery status, how long is it good for?
The Approval is good for 60 days.
Once it gets to an Awaiting Delivery status, it is good for 180 days.
Between what times can you call a customer?
Between 8 am and 9 pm in their local time zone.
Best practice would be to google what time it is in the state/city they are located in.
In which cases can we approve the Verification of Lease Completion condition?
1) If the lease status in LMS says "PURCHASED"
OR
2) If the lease status in LMS says "PURCHASE INITIATED" and the purchase payment is $500 or less
What is the process for providing the 4-digit code?
The code must be given off the customer's or retailer's phone number on file
Verify customer. If it’s on retailer's phone, complete a full VCI
Read the 4-digit code script verbatim
Provide the customer the 4-digit code
Make sure you leave your notes including #4DigitOverPhone
When reviewing an SLA, what are you specifically looking for?
You are looking at the property description under the “Lease Details” tab.
You should be looking to ensure the retailer is not trying to lease Hard No items for their industry and that there are not just extras on the lease.
The description should not be vague and should include all items on the lease, i.e. no "sets"
In what case can you cancel a lease for a customer without having to call the retailer?
If the customer has not paid the initial payment
This is universal to both brick-and-mortar stores and eCom, as long as they have not paid the initial payment, we can cancel the application.
(IF the initial payment is complete we need permission from the retailer to cancel)
What are the rules if the customer’s Name, SSN, or DOB are off?
If the name is off by 1-2 digits, we can update it in Applicant Details tab.
If the DOB is off by 1-2 digits, we can leave it and notate the lease with the correct DOB.
If the Name or DOB is off by 3 or more digits, the application must be re-submitted.
If the SSN is off at all, it must be resubmitted.
What are the four required documents needed for completion of an HID? (Hard Identity Documentation)
Paystub
Voided Check
Current Government-issued ID
Utility Bill (Within the past 2 months)
All of these documents need to be contained within ONE email for us to complete it
What is the process for updating the customer’s phone number?
Ask probing questions.
Search the new phone number in portal and LMS to make sure it is not matching someone else.
Leave your note including OG phone number.
Cancel the app, edit the app, update phone number, re-run the app.
If approval drops or denies, request that Floor Sup or LP to bring it back.
Remember, we can only update it if we verify it is their number and it is not matching another person’s lease.
What is the 70/30 policy?
At least 70% of the invoice must be leasable items and a maximum of 30% can be extras.
Leasable items must be Tangible, Durable, Consumer Goods, Returnable, and retain Residual Value
Extras consist of items that are used alongside leasable items but are deemed a little riskier. Extras must pertain to the qualifying leasable part.
If the Retailer says that we cannot cancel the lease or they do not answer, what are the next steps in the Cancellation Flow?
Fill out the Cancellation Request Form, email the MSRs assigned to the retailer from your work email using the 'Cancellation Email to MSR' macro. Make sure to CC Bailee Bunker in these emails as well. They will then have 7 days to either deliver the items or we will have to cancel the lease on our end.
Do not guarantee a time frame in which the lease will be cancelled.