Payments
Can you take a one-off payment from a customer's bank account
Yes - bank details must be invalidated afterwards.
What are the 2 options we have available for customers for additional time to pay their bill.
Debt Only Plan
Promise to Pay
How does Ergon Retail define hardship?
a residential customer who has the willingness to pay their energy bills as they fall due, but not having the financial capacity to keep to stand payment terms or payment plan terms.
Where will you add HEEAS to a customer's account
USERS Tab - Government Energy Assistance Tile - Select HEEA as the Kraken doesn't like the letter 'S'
What is a promise to pay?
An informal arrangement where a customer can be given up to 10 business days past the due date to make full payment
In Kraken, what do you call the information saved for a customer payment by bank account or credit card? Payment ----------
Instruction
How long are you able to offer a customer for a standard debt only payment arrangement?
NSRD or Bill Date + 14 business days
Where can a customer obtain Ergon Retail's Hardship Policy document
On our website, or a copy can be sent via INK or post.
When accessing the HEEAS portal what is the phone number you enter into the form
Who is the best trainer?
Vanessa - Ness - Lochie
List 4 payment methods a customer can use to pay their bill
Australia Post, Cheque, EFT, BPay, Direct Debit, Credit/Debit card, Centrepay
What are 2 things a customer could ask about their account indicating there may be some financial difficulty? (excluding asking outright for a payment arrangement).
What is my account balance, Why is this bill so high, When is my direct debit coming out, When is my next meter read, I may be a few days late paying, is that ok?
How many broken standard payment arrangements should a customer have to be considered for another one if requested
Less than 3 unless extenuating circumstances or FV situation.
Will you add Life Support into an enrolment form when asked
NO - this will be added on after the enrolment is completed.
Name 2 Ops Managers in Ops 2.0
Matt Van Der Werff, Jen Turner, Adam Krause, Anja Hild, Ryan Lloyd, Ross Lythall
We currently are not able to set up Centrepay for customers -they need to do it via Centrelink. When we can, under what category will you save a partnered parenting payment?
PGA - Parenting Payment NOT PEN - which is a single parenting payment
What are the 5 steps recommended to guide your payment arrangement calls
Call opening, fact finding, empathy & action, negotiation, summary & close
Name 3 circumstances where a customer may be considered for a grace period
waiting for Centrelink payments, waiting for first pay (new job), waiting for workcover/income protection' waiting for assistance from family/friends, partner has passed away and was responsible for managing bills.
What is the name of the website where you can stalk - oops - confirm Medical Practitioner registration?
AHPRA - Australian Health Practitioner Regulation Agency - The AER of Doctors.
How much is a non-member 700ml bottle of Kraken Rum at Dan Murphy's?
$ 58.90
Describe how you will navigate in Kraken to process a one off card payment for a customer while they are on a call.
Go to payments tab - payment instructions tile - Click + Card - Prompt customer to enter card details & # after you have clicked 'Request', once collected, click save. Payments tile, click +card - enter details, take payment, then invalidate card details
What critical information do you need to set up a debt only payment plan? (looking for 4)
NSRD or bill date; how much can they afford each payment; when will they start paying; frequency. How many instalments fit in the available time frame
How will you enter your customer into the Hardship Program? (6 steps)
Confirm acceptance of program guidelines - Go to User Tab - Hardship Tile - Add - Enter Details - Submit .
How will you commenced the de-registration process for life support?
After confirming Life Support no longer required, Properties Tab - Life Support Tile - Begin De-Registration Audit - then the government team will take over.
How will you forward an INK on to your team-mate so they can follow up for you?
You can't forward the INK. You will allocate them to the INK and either keep yourself allocated or remove your details.