DPP
What is the first question you ask a Customer when they inquire about a payment plan?
How much can you pay today?
What is the first question you ask a Customer when they inquire about a payment plan?
How much can you pay today?
If the Customer cancels their pending MVI enrollment and the transaction is pending, list the steps on how to cancel the account?
Cancel with ‘x’ icon next to transaction, cancel with ‘x’ icon next to order status, edit service status with Cancelled Never Energized
Steps warm transfer to the ASG Queue
How long do Critical Care customers have to pay their bill?
60 days
When does the first installment need to be posted in Billing History?
12am the same day
What must the Customer remove on their account before they can enroll in a Payment Extension?
AutoPay
How many business days do we allow a Customer to rescind their switch order?
6 federal business days of the receipt of Terms of Service
What is the Low Income Program?
A program for low income customers who are part of the Supplemental Nutrition Assistance Program (SNAP) or on Medicaid.
Who approves Critical Care status?
The TDU
If present, what must be removed from an account prior to enrolling a DPP?
Auto pay, Average Billing
How far out can you schedule a payment extension?
21 days past the original invoice due date
What type of transaction generates when a Customer cancels?
Final Meter Read
Where do you direct Customers for information on the Low Income Program?
PUC website
300 points
300 points
When applying a previous payment towards the 1st installment of a DPP and meets the 25% criteria, what dollar amount should you enter in the 1st installment?
0.00
What two things must you inform the Customer about Payment Extensions?
a)Your payment extension has been successfully established. The remaining installment amount is (insert amount) due on (insert date).
b)If payment is not received by agreed upon date, your service may be subject to interruption. If a disconnect order is sent for non-payment, fees will apply. If applicable: In addition, you have an invoice due on (insert date) for (insert amount).
How many months can we make a payment extension for?
1-6 months
When would you create a Billing Low Income case inquiry?
a)Late fees are not waived
b)Inquiry about enrollment status
Name 2 adjustment
a.Pay By Phone Fee
b.Digital Payment Fee
c.Disconnect Notice Fee
d.Late Fees
e.Disconnect/reconnect fees
f.Returned Payment fee
g.Base Charge
h.Expedite MVI fee
When a Customer makes their final system DPP installment payment, what case must you create?
Create a Credit and Collections > Remove Switch Hold
What is the minimum amount required for the 1st installment of a payment extension?
a)Current or Past due balance less than $100 = Minimum payment of $25 due
b)Current or past due balance between $100 - $299.99 = Minimum payment of 25% due
List the Collections agency we work with.
Credit Management- CMI
Who must contact Ambit to set up a pledge?
The pledging agency
What is a courtesy credit?
A Courtesy Credit Adjustment is placed on a customer’s account for a discretionary amount and used as an one-time resource that can help resolve minor customer complaints, gain/retain customers and to improve overall customer experience.