Policy and Procedures
What is the call recording disclosure
This call is recorded
Where can we find the amount that is past due?
Details / buckets
What is the Now Due Statement?
There is a past due amount of (Amount) due today with a debit card or check by phone.
What tier level is a DNC
Tier 0
Where was our company first started?
Arkansas
How Many Community Property States are there?
9
Where can you locate the current statement on the account?
Details Tab/ Aging Tab
Can we set up auto pay after a one time payment is processed?
No, we have to set up auto pay first and then process a one time payment.
What tier level is the disclosure defect?
What does DPH mean?
Dollars per hour
What is the processes to update a bad address?
* Right Click edit - Address and Phone
* Clear address - update address
* Uncheck Mail Return
* Memo
* Save
How would you disposition the following Call Type?
* Cardholder called in and made a payment today over the phone.
Action- DT- Debator Telephoned
Result- PT- Payment Taken
What is the payment procedure for processing the past due amount and then setting up auto pay?
* Set up payment arrangements on the right had side
* set up auto pay on the left hand side
What are the common tier 2 defect?
2e- Notation defect
2i- verifying best contact information
How many calls should be made daily?
160-180 Calls
Who are authorized users that can make any adjustments to accounts?
* Cardholders * Co-apps * POA
Pay History - Blue Highlights
Memo's - Search Rollbacks
What payment systems use the checking account to process a payment?
- Website
- Over the phone
- IVR
What defect would you receive if you do not verify the name on the payment source when entering into the system?
1a
Can we process a payment with a credit card?
No we can not pay credit with credit.
What is the Do Not Call Procedure?
* Edit - Address/ Phone
* Select phone number as BAD
* Edit - Sub Account- Do Not Call
* Update Hot Notes - V-4/ DNC
* Memo the account
Where do we locate in the system the reason for a returned checking account payment?
History - Processing Log
If a Cardholder wants to set up a payment arrangement for 3 payment amounts and then set up monthly payment arrangements for a fixed amount til a promo expires. How would we do that?
Set up 3 payments on the right hand side and then select monthly payment options on the left hand side of the screen
What defect would you receive if you do not add the FA to the account?
1b
How long are we working from home?
April 1st as of now