LMS
What does the full past due balance consist of?
Any Tier 2 agent will also be eligible to receive __% commission on any fees collected on current accounts.
20%
You escalation rate must be below __ %.
1%
Collections should always email _______________@acimacredit.com for anything regarding attendance.
CollectCallOuts@acimacredit.com
You may schedule a FOTP how many days in the future?
60
In Tier 2 your CS escalation rate must be below ___ to relegate.
Below 3%
Crystal and Keara.
What is this month's incentive KPI?
Attendance, No call outs.
Are fees included in the Remaining Total of Payments?
NO!
As a Tier 2 agent, in order to relegate to Tier 1, what must your QA score be?
89% or above.
False, it should be 85% or above.
What is the new hashtag in order to send the customer the return email?
#reqreturn
A useful tab that documents when the system sends payments into processing, when payments fail, if a customer updates their ppm on the customer portal, etc.
Activity Tab.
As a Tier 1 agent, in order to received your full commission, your QA score must be?
90% or above.
What is the abbreviation you must include in your notes in order to call a customer back due to a calling dropping during secure pay?
SP CB.
If you do NOT have this in the notes, be aware you could receive an error for doing an unapproved callback.
Explain the new rule about cancelling CU Plans.
Effective as of today, anytime you are canceling a plan to run a payment today or a purchase, you must FIRST confirm authorization to re-setup the plan if the payment fails.
This will allow you to put the same plan back in place incase the new payment doesn’t go through.
If a customer has regular renewal payments of $50 monthly, what is the minimum amount needed for the plan? (assuming you schedule 2 monthly payments)
$120 for the entire plan. You may break this up however you'd like, however the plan must equal $120 in total. ($50 x 1.20 = 60 x 2 monthly payments)
The top 15% of agents in Tier 2 receive a $_____ bonus.
$1500
You may retry failed to tokenize payments, as long as they are same day. True or False?
FALSE!!!!! You may never retry a failed to tokenize payment unless the customer is still on the line with you and they are making a otp as you speak.
If you have an outbound spanish call to transfer, what is the name of the queue? Inbound span transf?
CO-Dialer Spanish Transfer: This is for ones you got while callout outbound through the dialer.
C-InBound_LMS-Span: This is for the ones that come in as an inbound.