Wednesday Quiz Day

PITNEY BOWES

100

When was the Covid19 fee waiver policy updated?

July 17, 2020

200

What is the phone number of PB IT Helpdesk?

203-922-4444

300

What information can you provide a client if their account has been assigned to a collection agency? What is the article ID?

File number, name and contact information of the collection agency.

Article ID: 329

400

Where can the client email the PP Credit Limit Increase Form if the fax number on the form is not working?  What is the article ID?

[e-mail]

Article ID: 372

500

What is the Library article for the security and verification process?

Article ID: 513

TANDEM

100

What does account status code 50 means? What article can we use as reference?

"Refund"

Article ID 670

200

According to this article ID, Customer Master screen shows the following except for one:

- If they are receiving a hard copy of their statement

- How often they are receiving a statement and where it is being sent to

- Client's unused funds debit

- If there are remarks on the account

Article ID: 1192

Client's unused funds debit

300

When can we waive the EFT fee? What is the article ID?

This fee can ONLY be waived if the EFT payment option has been re-activated by the customer and they have again assessed the $50.00 fee for the second time in the calendar year.

Article ID: 360

400

What is the username for the e-signature service login page to search for the status of the postage refund request? What article ID?

[e-mail]

Article ID: 200

500

If a client would want to activate Purchase Power but their fund payment code is E, what do they have to do first? What is the article ID?

If the client wants to use Purchase Power, they would need to cancel their EFT prior to activating Purchase Power.

Article ID: 28

TSYS

100

What screen do we view the PP Rewards history? What is the article ID?

ICRH

Article ID: 231

200

How much is the overlimit fee for the disclosure group PLUSMED1? What is the article ID?

$39.00

Article ID 37

300

What does Chapter 11 bankruptcy type means? What is the article ID?

Reorganization of Assets - The company will need to be organized in a manner that will bring in profits to the company.  The profits will in turn be distributed to the creditors until the debt is finished.

Article ID: 365

400

Why cant we waive the finance fee? What is the article ID?

 It is valid whenever the full balance due is not paid by the due date. The client has use of the product or postage without payment and has a billing cycle to pay for it. Pitney Bowes pays USPS/CDA on the client's behalf and collects from the client after the fact.

Article ID: 152

500

What are the common reasons for returned payments? What is the article ID?

• Refer to Maker (RTM) = a stop payment was applied
• Insufficient Funds (NSF) = The account was closed, or did not have enough funds to cover the payment
• Corp Customer Advises Not Authorized = the client's bank was unable to locate the account (incorrect account number)
• Uncollected Funds = The account used is invalid.

Article ID: 30

SALESFORCE

100

Which article tells you that: "NO ACCOUNT INFORMATION CAN OR SHOULD BE SHARED WITH ANYONE THAT CANNOT SECURE OR VERIFY AN ACCOUNT"

Article ID 513

200

Where do you queue a case if the client is calling about delinquent accounts that need attention from Collections? What is the article ID of your reference?

CS Collections

Article ID: 51

300

When a yellow yield sign appears after saving a new contact, what does it indicate? What is the article ID?

 One or more of the required fields is not completed.

Article ID: 214

400

When do we need to create a child case in SFDC? What is the article ID of your reference?

When we need a different department to take action on an account before we can fully resolve and close our case.

Article ID: 207

500

In creating a parent-child case for 2 existing cases, where do we paste the supposedly parent case number to the supposedly child case? What is the article for your reference?

Parent Case field in the Additional Information Section.

Article ID: 130

BONUS

100

Who is our Operations Manager?

Dinah Hernandez

200

When is the next US holiday observed by PB?

November 26, 2020 (Thursday) - Thanksgiving Day

300

If you did not follow the proper hold procedure, where will you be marked down in your QA?

a. Communication Skills - Verbal Communication

b. Communication Skills - Actively Engage

c. Communication Skills - Call Flow

c. Communication Skills - Call Flow

400

If you fail to promote the benefit of website's self service functions/capabilities where appropriate, where will you be marked down on your QA?

a. Root Cause/Re-education - Completed root cause actions

b. Root Cause/Re-education - Web Promotion

c. Root Cause/Re-education - Re-education

b. Root Cause/Re-education - Web Promotion

500

What is the proper call in procedure as per Sitel COC?

Agents should call in WFM at least 2 hours before shift time.