Lesson 1
The most effective way to access multiple existing customer contacts.
What is the person context menu?
Occurs when a customer falls behind in paying their bills. Occurs when the oustanding bill is greater than or equal to $100 (April !-Oct 31). Occurs when the outstanding bills is greater than or equal to 300 dollars (Nov 1-March 31) and four days past due for the winter moratorium months. Will always have the debt class "Service" and can ultimately result in the severance of service.
What is Service Based Debt?
Provides access to resource documents, job aids and training materials.
What is the Knowledge Center?
This is an agreement between BGE and a customer to pay off debt in regular installments, while continuing to pay for monthly billed services.
What is a payment arrangement?
Regular Residents and Commercial customer only receive this amount of days for a TONEX.
Who receives a 7 day extension?
This number is not to be given out unless they have been previously billed for contracts or warranties.
What is Constellation Home?
Dialer calls, letters by mail, bill messages etc. to encourage payment of the customer’s outstanding bills.
What are the different channels BGE communicates with their customers?
These forms can be accessed via Outlook.
Where is Deferred Billing Inquiry forms (DBI) located?
If a customer defaults on three payment arrangements within 18 months, they may not be eligible for another PA.
What would make a customer not eligible for a payment arrangement?
This can be received up until the last day at 11:59.
What is the deadline to receive a TONEX?
It stays on the acct 1 year from the date of the last returned check.
How long does a "Cash Only' code stay on an acct?
It is sent out 30 days prior for Residents and 14 days prior for Commercial.
When is a Turn Off Notice sent out?
There are times when a process in CC&B/MDM did not work as expected, or the system fail to complete a required step. To resolve the issue, you may be instructed to initiate a ticket to CCBMDMSupport using the following form.
How to report a SYSTEM ISSUE when CC&B/MDM fail?
This can be waived for Residential customers; however, Commercial customers must pay in full.
What is a deposit?
Limited Income customer receives this amount of days for a TONEX.
Who receives a 10 day extension?
You have 4 days before a late fee is assessed.
What is the grace period the system allows after the due date?
Occurs as the result of property damage, Constellation non-commodity charges. Occurs when the bill is greater than or equal to 100 dollars and 30 days have passed since the bill was created. An Unpaid Security Deposit will not solely result in a disconnection of service. Will always have the debt class "Non-Service" and will not result in the severance of service.
What is Non-Service based debt?
The components that form the core of this system, namely person, account, service agreement, premise, and service point
What makes up The "V" Model diagram?
The customers should be advised to pay within 2 business days even though it calculates to 4 business days.
When should the customer make their down payment?
Turn off Notice Extensions (TONEX Case)
Payment Arrangements
Agency Assistance Programs & Special Needs Information
What are the three options for Accounts in Collections?
The SA contains terms and conditions controlling how the system calculates charges for the specific service supplied to the customer.
What is a Service Agreement?
901 and above
900 or below
What is the internal credit rating for high and low risk cutomers?
A program where processes and procedures are quickly mapped into simple, easy to follow, step by step instructions. The flowcharts guide users through complex processes with ease following the arrows and decision points; replacing complicated Word documents and Visio diagrams with a series of small, hyperlinked flows.
What is procedure flow?
This PA cannot be set up until all grants have been received and applied to the balance.
Who are Limited Income Customers with pending grants?
Extension Denied
What is the customer contact type?