Customer Service

Denials

100

_{What KB Page is used to overturn denials?}

_{https://progleasing.sharepoint.com/sites/OPS/KBase/Pages/Denied-and-Pending-Applications.aspx}

200

_{When do we pend for a Bank Account Verification Form or a Voided Check? (For a repeat or remaining Lease-to-own Approval)}

When the ACH is different.

300

_{How many bounces on an ACH, are considered a final denial? (For repeat customers)}

_{4 or more.}

400

_{At what time do we request a copy of the Social Security Card?}

_{If Fast Data pulls NO RESULTS or First/Last name don't match.}

500

_{What are the 6 things you check to review for a Repeat customer?(Customer is using the same ACH)}

• _{Customer does not have and ACH payment that is still in process.}
  
  
• _{Customer is a repeat and PIF within the last 12 months}
  
  
• _{Customer does not have 3 or more bounced payments on previous LTOA}
• _{All other denials except for the one the customer is using have been set to "pending expired" Status}
• _{Run Fast Data to verify SSN matches}

Compliance Defects

100

_{How do you pronounce this word: "Accrue"}

_ac·crue

_/əˈkro͞o/

200

_{Can we release the Service Desk Phone number to customers?}

_{No, Our Service Desk is for Internal Use only}

300

_{How many pieces of information do we need to verify for a Customer or Authorized Third Party}

_{First/Last Name & TWO Pieces} 

400

_{When a customer assigned user is outdated. What are the steps we should follow?}

_{Review the KB page to determine what assigned users are outdated (https://progleasing.sharepoint.com/sites/OPS/KBase/Pages/Assigned-User.aspx)}

500

_{Manual Notes are not required on every call. What are the 7 scenarios to notate on an account?}

• _{Escalated or upset customer}
• _{Covid deferral}
• _{Adding an authorized third party}
• _{Yodlee opt-in/out (specify whether the customer will use Yodlee)}
• _{Updating a customer's name}
• _{Refunds/returns}
• _{CRM or Investigations situation}
• _{Complaint Form}

Wrap-up Codes

100

_{What is the wrap up code? Customer called in to change their payment method.}

Update Payment Method

200

_{What is the Wrap up code? Customer/ATP requested to be on Do Not Call.}

Do Not Call

300

_{Customer is currently on a Weekly Frequency for the 12-month Lease-to-own agreement. Customer calls in to change the payment schedule to Bi-Weekly. What is the Wrap up code?}

Lease Amendment 

400

_{What is the Wrap up code? Took a payment THAN Set up a 90-day payment plan.}

Took a Payment

500

_{What is the Wrap up code? Customer/ATP called in while the account status was Denied, Pending, Approved, Pre-Approved, Contracts, Contracts Incomplete, or Contracts Expired.}

Account Status

QA Model

100

_{What is the Knowledge Base Page for QA Model?} 

_{Contact Center Quality Assurance Model}

200

_{What are the 4 Categories to the QA Model?}

Introduction
Case & Friendly
First Call resolution
Closing

300

_{What weight percentage is deducted from a call if we do not provide accurate account information?}

10% First Call Resolution: Provide accurate account information when discussing amounts, processes, time frames, due dates, and any other vital information on their account during interactions.

400

_{What are examples of Building Customer Loyalty?} 

• _{"I see you have done various lease-to-own's with us we appreciate you for being a customer"}
• _{"Congratulations on paying your account in full I hope you are enjoying your new items"}
• _{“I am so sorry to hear about how you have been impacted by everything going on.”}
  
  

500

_{What must we verify when doing a recurring payment schedule change?}

_{Email and Payment method. "We'll be charging your Credit Card/Bank account ending in xxxx"}

Miscellaneous

100

_{What is the first step in reinstatement of contact for Do Not Call accounts?}

_{Under the Assigned User, Click the Remove DNC Button to remove the do not call request.}

200

_{What is the genesis chat etiquette for "90 day extension CPO"?}

_{Lease ID - CPO-90 day ext for $xx by xx/xx/xx}

300

_{What is the time frame for pending ACH refund?}

_{Up to 10 business days}

400

_{True or False? - Is it in my empowerment to extend the 90 day pay off for 30 days without cost if customer is escalated.}

_{False, must have leadership approval and set the CPO}

500

_{What 4 departments can we not cold transfer?}

_{MISC INVESTIGATIONS
Internal Review
Internal Returns
Bankruptcy}