Authentication
What are the 3 things we Must Use to Authenticate a loan holder?
First and Last Name
Full Date of Birth
Last four of their SSN
When adding an authorized user to an account, What information are you required to enter ?
Authorized User's First & Last Name
Loan holder's chosen Four-digit PIN
What is the BIN Number for Vivint Loan
60583008
What is Priority Assistance Team?
A group of supervisors available for escalations and assistance.
How do you login to WRaaP?
Windows Username (N ID) and Password
Where can the Authentication Policy be found on SharePoint?
Policy & Procedure Library
Where can we look to confirm an authorized user was added?
Solution builder Memos
What are the 2 BIN Number for LOC account
60583017
60583010
What are the reasons to submit the PAT Template?
ID Theft, Call Back, Fraud Alert Appeal, Credit Appeal, Research.
Every time we add a New Case, we must enter our work flow. What is ours?
"Shared Services">"Operations">"Citizens Pay Operations"
Where do we get the customer's full Social Security Number to send a OTP?
Copy and Paste from Solution Builder or Zui
What tab would you select to perform Customer Maintenance?
Card Level
What are the two steps an agent must take to submit an appeal?
Successfully complete the one time passcode procedure with the applicant: Submit the PAT template
When Are we required to send a One-Time Passcode (Step-Up Authentication)?
Credit or Fraud Appeal
Any "Red Flag"
Personal Information Correction (Name, DOB, SSN)
Update Contact Information (Phone, email, mailing address)
What must you do before updating a method of payment for recurring payments (Auto pay)
Disable the existing recurring payment schedule.
What should we do if a customer state they want to cancel their Vivint monitoring service?
Warm transfer them to Vivint
If a Vivint customer asks for an itemized list of the equipment they are financing, what can we do to assist them?
Advise them that we do not have access to that information and warm transfer them to Vivint
What is the most efficient way to search for a callers application in Zui.Zoot?
By last name and application ID
Where do we get the phone number to send a One-Time Passcode?
We must always ask the customer to provide the best phone number to send the OTP
What Customer Maintenance are agents allowed to do in Solution Builder?(List 3)
Phone number ;Mailing Address; Email Address.
If the account status is delinquent (D), what department do we transfer to, to begin the cease and desist process?
Collections
What information is the customer required to enter in order to enroll on eCS 4.0?
Full 16 digit account number, Last 4 digits of the Social Security number, and ZIP code
If customer is asking for the additional payment made to be sent back to them, Under what wraap request would it be sent. Use Wraap Resource page.
Payment reversal