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100

How will you know that a policy is on a cancellation notice?

There will be alerts on Portfolio Page, and many of the Billing Pages, the status will be “Cancel Pending,” etc. 

100

Which of our monthly plans requires Auto Pay enrollment? 

TMPP

100

Typically, what’s the installment fee for EFT? EFTC?

$1 for EFT. $5 for EFTC

100

Besides calling you, how else could a customer answer questions they have about policy billing? 

Mobile App, geico.com, IVR

200

Why is a cancellation notice important to note when handling a policy? 

The customer might have questions or concerns about the policy status or when to make a payment. Noting this will help us put the Customer First. If they’re not calling to make a payment, we can be sure to advise them that a payment is needed. 

200

How much does a 5/6 Pay customer pay up front for a policy? 

Can be 33% or 25%. The point is to pay the policy more than a month in advance.

200

How far out can you or a customer postpone an Auto Pay installment?

9 days

200

What main resources should you use to handle customers’ Billing Questions?

Portfolio Page first for efficiency. If more information is needed, use Consolidated Summary, Timeline, or one of the Billing Pages. 

300

What are three primary tools you’ll use in EDGE to answer customers’ billing questions?

Portfolio Page, Consolidated Summary, Billing Pages

300

What other pay plans are there besides monthly plans?

PIF, 2pay, 3pay, 4pay, 5pay 25% down, 5pay 33% down, 6pay TMPP, 12pay Military, etc

300

A payment becomes eligible for postponement once it's considered "invoiced." For Auto Pay, that's how many days before the due date?

11 days before it's due

300

Once you have answered the customer’s questions and referred self-service where applicable, what else do you need to do? 

Close the call, including any Just For You offers

400

What types of information can you find using the edge billing resources?

Whether the policy is on Auto Pay, how much is due, when they last paid, the paid-to date, etc

400

What pay plan has the least installment fees? How many fees must the customer pay? 

The 1-pay. None since they’re paying their full premium at once, there are no additional processing costs for us.

400

What happens if you attempt to disconnect a customer on TMPP from Auto Pay?

The system won’t let you unless you FIRST change the pay plan. Since TMPP requires enrollment, you’ll need to select a different plan in order to disconnect Auto Pay. A different monthly plan is recommended, either 5/6 (33%) or 5/6 (25%), unless the policyholder has expressed a different preference for their billing.

400

What does the Call Closing include? 

Summarize request, First Call Resolution statement, excellent statement, and thank-you for insuring with GEICO AND/OR have a nice day!

500

 Is the policy on Auto pay, if the "Make a Payment" button is active in the Billing Summary section of Portfolio?

It is NOT on Auto pay

500

Will you offer the MPP to our customers?

No. This is typically offered at the new business stage

500

When a customer calls to turn off Auto pay, what should you communicate to the customer regarding this transaction?

Set clear expectations regarding the change in their billing amounts prior to disconnecting. If the customer agrees, change the pay plan and then disconnect Auto Pay.

500

In Spanish, let's hear your closing statement for the following scenario: 

Customer made payment via card; Activation Alert in Just For You 

Senor/a, ya le procese su pago con su tarjeta, tambien le voy a mandar un enlase a su correo electronico para que pueda accesar su cuenta, y toda su informacion referente a su poliza en la applicaccion de geico mobil.

FCR & excellent closing

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