Salesforce
What is the name of the tool we use to verify each customer?
Caller Verification
Which auxiliary do I have to use to be able to take calls?
On queue
What information do we verify with a Borrower or Co-Borrower?
What is a Cease and Desist Code?
A contact restriction code
What is the tool that we use to check for all the transactions made on the account?
Transaction History Tool
Mention two type of Codes we can find in Salesforce
- Cease and Desist Code
- Insurance Code
- Status Code
- Transaction Code
What are the two main uses we do in Genesys?
- Check Daily Schedule
- Take calls
What information do we verify with an Insurance Agency?
1. Full Name of Caller, and Position
2. Full name of the borrower
3. Last 6 digits of the VIN
4. Vehicle Description
How do we handle Repossession accounts?
Ask if they have the vehicle, if yes transfer to Active Repo, if not to Repo Queue
What is the tool that we use to check for all the documents in the account?
Account Images
What are the two type of payment methods we can use when making a transaction with Salesforce?
ACH and Debit Card
How many minute of "Away from Desk" we have per day?
15 minutes
What verification steps do I need to take if BGO Dealership is calling?
1. Ask for ZIP Code and check if they are an authorized dealer in the Dealer List
2. Full Name of Caller, and Position
3. Full name of the borrower
4. Last 6 digits of the VIN
5. Vehicle Description
How do we handle a customer that is calling to consult about the process of Bankruptcy in their account?
Verify and transfer to Peritus Line
In which system do we process payment refunds?
Accounting Repository
What is an authenticated account and what is an unauthenticated account?
Authenticated - Genesys shows acc information
Unauthenticated - Genesys does not show acc information
Which metric is calculated with Genesys?
Adherence
What process can we do with a Third Party?
Just take payments without disclosing account information
What do we do if we have a call with code 60-Total Loss?
Verify and warm transfer to Allied Sollutions
What tool do we use to check if a customer can apply to an extension program?
Stellantis Collections Program Lookup
What is the name of the quick link we use to update account information?
Demographic Update
Mention three different action buttons we have during an interaction in Genesys.
1. Dialpad
2. Consult
3. Transfer
4. Conference
5. Hang up
No, just payoff information
What does code 30-A stands for?
Payment Transaction
How do we submit a new Total Loss Claim?
Total Loss Claims Forms