Documentation
In DM, agents should document third party authorization here.
Where is Customer Centric?
For Dealer Investigation requests, information is gathered and emailed to:
Who is the Compliance Department?
Per the payment hierarchy, the first item to be paid on a retail loan is.
What is interest?
The APP scenarios permitted for Productivity Plus accounts.
What is minimum payment due and full statement balance.
Payment by phone transactions can be future dated by this many days.
What is 45 days?
A task is opened for this type of address change.
What is mailing (billing address)?
A manual letter must be sent to a customer via email in this format.
What is PDF?
For paydown requests on a loan or lease, accounts should be MMA'd until.
What is the maturity date?
This is the date the next invoice is prepared and mailed/available to view on MyAccount.
What is the Billing Cycle date?
These payment methods are not accepted by CNH.
What is cash and credit card (may answer western union also)?
Information that cannot be included in account notes.
What is non-public information (NPI)?
Provide the three acceptable methods for a customer to send a credit dispute.
What is Customer Service email box, MyAccount or physical mail to payment address?
The department that approves/denies the release of a co-buyer or guarantor from a loan or lease.
Who is Underwriting?
The person(s) that can request an account closure is.
Who is the Accountholder?
Prior to processing a payment, the agent must read this.
What is the payment confirmation script (NACHA script)?
The department that can update the address if any customer account is 30+ days past due.
Who is Collections?
The department that handles correspondence received by a regulatory agency like the Federal Trade Commission.
Who is the Compliance Department?
Term describing another party in possession of our financed equipment.
What is a straw purchase?
The person(s) able to make purchases using the P+ account is.
Who is the Accountholder and Authorized User?
When taking a payment by phone and the name on the bank account does not match the caller’s name, you should ask this:
What is are you an authorized signer on the bank (pay) account?
For a Transfer of Contract due to a deceased customer, a copy of this document is required.
What is a death certificate?
Agents are usually customers only contact, when possible, agents should strive to deliver:
What is first call resolution?
The process to change all payments on an account within 29 days of the original loan/lease date.
What is a Due Date Change (DDC)?
Per the payment hierarchy, the first item to be paid on a Productivity Plus account is:
What is Finance Charges?
A caller attempting to make a payment states they are not authorized on the bank account; the agent should:
What is decline to process the transaction and/or ask to speak to an authorized signer.