System Support
Customer is calling in stating they don't believe their system is functioning.
What system do you check first?
What is POWERBI?
What is the fee for a Refinance?
What is $350?
What case type do you select if the rate on the contract is incorrect?
What is a Rate Discrepancy?
How long is it supposed to take for a refund?
What is 30 days?
lol
What is the percentage we are aiming for for QA scores?=
What is a 90
You check Power BI and the system has been offline for 20 days in a row and comes back on after TS.
What is the system support type?
What is General/Updates?
What is the timeframe for a Life Event Inquiry to be answered?
What is 2-4 business days
What macro do you use if the homeowner is being billed after a home sale has occurred?
What is HS Manual Adjustment?
What status do we leave the case in when requesting POP?
What is Awaiting Info?
What percentage should you have for disposition?
98%
Customer calling because they sent in a photo of the shipping label and part received.
What is the system support type?
What is QA Inspection?
As a Front Office Agent, are you able to create a Life Events Case?
No.
Stop it.
Get some help.
What case type do you select if the homeowner has not paid the bill and are asking for it to reflect their due balance?
What is an Invoicing Error?
What is the check request form?
What is the average hold time?
3 minutes
Who will be contacting a New Jersey H/O to take the 50% TSR Payment
Who is Back Office
What is the number for Life Events?
844-319-8737
How long does it take for a manual adjustment to reflect on the homeowner's account?
What are 1-2 Billing cycles
What documents will Treasury Accept for a POP?
What is the average handle time?
13 minutes
How long must a system be underproducing in order to create a case for dispatch?
What document has a processing fee of $75?
What is the Fannie Mae Addendum
What kind of manual adjustments can we request?
What are Overpayment, Home Sales, Late Fee and Courtesy Waiver.
What request type and macro will move payments from the Old H/O to the New H/O
What is a Cash Adjustment?
What percentage should you be at for your adherence?
90%