FLAGS
In what program do we add a flag to an account?
UB - Utility Billing
What is the default work schedule for ALL CRS's ?
Monday - Friday, 7:45a - 4:45p
True or False: A client who has services turned on but has not used any power or water will NOT have a bill?
False! All clients receive a bill for the Basic Charges for applicable services at the Service Address.
Clients who make MAILED payments will receive receipts mailed back to them automatically once the BATCH is submitted in the CR system?
No! Receipts are only provided for over the counter transactions
What time are NIGHTDROP 1 and 2 required to be completed by?
8:30a
Where is the Flag status first visible on the account
The running bar across the top of all the screens
True or False: ALL CRS's have a 15 minute grace period at the beginning of the day?
False!
The day begins at 7:45a, and associates are LATE at 7:46a
What is the typical range our billing cycles run within?
(number of days)
28-31 days
What is the quickest way to access the Cash Receipting system?
Use the BS&A drop down in the Task Bar in Utility Billing
How is the late payment penalty calculated?
10% of the past due balance
How long is a "Cash Only" Flag status placed on an account after a client's check is returned.
12 months
Teammates can combine their 15 minute break with the hour lunch if they missed the morning break?
No! We are not able to combine breaks and lunches.
How many days after the due date will a client receive a late fee (aka, Penalty)?
The next day!
When processing reports from payments received, who is required to review them?
My lead
What does the job title CRS stand for?
Customer Resource Specialist
True or False: Adding notes to a Flag will automatically comment the account.
False! Comments must be added separately after the flag is placed.
The note can be copied and pasted to the comments
Leave Requests must be submitted to management for approval how many days prior to leave date?
One week or 5 business days
What are the two types or levels of comments is the UB system?
Account comments and Property Address Comments
What is the tolerance for submitting receipt reports out of balance?
There is no tolerance for out of balance reports. The error must be corrected and the report resubmitted.
What time is the intra-day Mail and NIGHTDROP to be completed by?
4:30p
Which of the following does NOT require a Flag?
Budget Billing, Cash Only
Cycle billing client, Elderly client
Cycle Billing Client
Cycle billing is the default setting for all new account openings
There are five (5) major areas within Customer Care. What are they?
Teller Windows, the "Floor", Call Center, Drive Thru, Billing
If a client has OVERPAID the account, what denotes the Credit Balance on the system?
The balance will show in RED with parentheses
Ex. ($475), in red
Teller Window CRSs use CR to process payments. What is the latest time a customer can make a payment at the window?
4:30p.
There are 5 people on the management team, name them...
Ms. Michele, Ms. Pat, Ms. April, Ms. Elle, co-supervisor TBA