FLAGS
Time and Attendance
Utility Billing Basics
Cash Receipt Basics
Grab Bag
100

In what program do we add a flag to an account?

UB - Utility Billing


100

What is the default work schedule for ALL CRS's ?

Monday - Friday, 7:45a - 4:45p

100

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.

100

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

100

What time are NIGHTDROP 1 and 2 required to be completed by?

8:30a

200

Where is the Flag status first visible on the account

The running bar across the top of all the screens



200

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

200

What is the typical range our billing cycles run within?

(number of days)

28-31 days

200

What is the quickest way to access the Cash Receipting system?

Use the BS&A drop down in the Task Bar in Utility Billing

200

How is the late payment penalty calculated?  

10% of the past due balance 

300

How long is a "Cash Only" Flag status placed on an account after a client's check is returned.   

12 months

300

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.

300

How many days after the due date will a client receive a late fee (aka, Penalty)?

The next day!

300

When processing reports from payments received, who is required to review them?

My lead 

300

What does the job title CRS stand for?

Customer Resource Specialist

400

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

400

Leave Requests must be submitted to management for approval how many days prior to leave date?

One week or 5 business days

400

What are the two types or levels of comments is the UB system?

Account comments and Property Address Comments

400

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.

400

What time is the intra-day Mail and NIGHTDROP to be completed by?

4:30p

500

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

500

There are five (5) major areas within Customer Care.  What are they?

Teller Windows, the "Floor", Call Center, Drive Thru, Billing

500

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

500

Teller Window CRSs use CR to process payments.  What is the latest time a customer can make a payment at the window?

4:30p.

500

There are 5 people on the management team, name them...

Ms. Michele, Ms. Pat, Ms. April, Ms. Elle, co-supervisor TBA

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