Metrics
What is the Metric used for attendance
Shrinkage
What tool is a form of communication for agents to keep up with Sutherland news and activities
Sutherland Email
What are the four required amounts that a lease payoff consists of?
remaining lease payment
residual value
misc charges due (if any)
outstanding late fees (if any)
What is the Turnaround Time for Duplicate Titles / State-to-State Transfer Titles
Duplicate title - 6 weeks
State to state - 90 calendar days
What does AHT stand for
Average Handle Time
What is the name of the tool that you are required to use daily to ensure you get paid
IROZ
Link to Sutherland home page
True or false
If approved for a Due Date Change, a customer could receive either a signature or non-signature form
True
Who sends an ELT to customer
DMV
What is the Metric impacted if you do not document account in real time during the call
ACW After Call Work
What are the two tools used for agents to join to have online meetings
WebEx and Teams
Who can submit a Total Loss claim
Customer or Insurance Company (with all required information)
Who sends paper title to customer if in house
TFS
What is the Metric used to grade CS calls
Quality
What is the class link used to join your daily training
What type of authorized 3rd party can request a Due Date Change
one with legal documentation or POA
What is the difference between ELT and paper titles
ELT is electronic
paper is paper
What is Metric used to allow customers to leave a survey
ESAT Customer Satisfaction
What is your trainer's name
Bonus: What are her favorite pets
Jadyn Carter
Chickens
What is the goal of the Total Loss Team
KMS article Table of Total Loss References
*****DAILY DOUBLE*****
The goal of the Total Loss Team is to partner with the Customer, the Insurance Company, and the GAP Providers to expedite the claim processing on a total loss account
Yes or No
Can you offer a lien release if the title was an ELT
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No (do not offer)