Payments 1
Do we accepts Cash App
No
1.What is the timeframe for a Self- Selected Switch?
a)8 to 60 calendar days
11.If a Customer wants to change their MVI date and the Customer calls 3 days before the accept date, what should you do?
View Transactions and click on Change Date Button
1.New Customers without a SSN or do not want to provide one will be assessed the __ deposit amount.
maximum
If the caller is not on the account and cannot provide the account number and full-service address, handle as an
unauthorized user.
1.What are some reasons you would escalate an Accounting case?
a)Exceeded time frame provided, PUC, BBB, losing customer
1.What do you advise the Customer when you notice we have not received their payment in the posted timeframe?
a)Please fax or email Proof of Payment (POP) to 1-877-805-5606 or careaction@ambitenergy.com. You will receive a call within 48 hours with a resolution.
What is the time frame for a Standard Switch?
Up to 7 business days
1.Split deposit options are available based on the Customer’s _____ _____ .
a)Credit score
1.Verified Secondary Contacts can or cannot update secondary contact information.
cannot
1.What payment options are available to our Customers?
a)Online with MAA, IVR, Quick Pay, Over the Phone, Automatic Payments (AutoPay), Mail, Online Banking, Pay in Person
1.What payment methods are available to our Customers?
a)ACH, credit cards (pre-paid cards), personal checks, online banking
1.What are some payment locations that a customer can make a payment through?
a)Fidelity, Money Gram Express Payment, Western Union Conv Pay , CheckFreePay locations
1.List 2 items that must be verified with an account holder.
a)Ask: Account Holder full name
b)Ask: Last four of SSN (account holder)
1.What is the definition of a MOVE-IN?
a)A Standard Move In is new service at a new location.
1.What is the timeframe for a payment via Fidelity?
a)Approximately 5-15 minutes
1.Customers can be blocked from NSF ACH payments if they have _____or more rejected payments in a _______month period.
a)2,12
1.If you come across an account that should not be ACH blocked, what should you do?
a)Submit a Credit and Collections > ACH Block Removal Request case. Advise the Customer they will be contacted within 3-5 bus days.
When waiving a deposit, what should the note begin with?
a)Ambit Error
b)Courtesy
c)Good Pay History
1.What must be quoted to the customer in regards to the Standard MVI fees?
a)The standard MVI fee is xx.xx. Fees may vary based on the time of day the connection is made, whether your location is brand new, the type of meter installed, or if additional work needs to be performed by your delivery provider.
1.At the Customer’s request, where can you find the confirmation number in Billing History for a credit card payment?
a)Blue I by the payment
1.What is the Money Gram Express Payment receive code?
a)4874
1.List the Customer criteria to waive payment fees.
a)You have the ability to waive or remove these fees for Customers who meet the below criteria:
i.Customers are allowed 1 agent by phone/electronic processing fee waiver every 6 months as a courtesy at the account level. It is not required to have 6 months of tenure prior to the first fee waiver.
ii.If fee(s) are waived advise: Your fee(s) will be waived as a courtesy.
iii.Exception: Can be waived multiple times if Ambit error. (i.e. IVR not processing payments (notified by IT)
1.What are six situations in which we may not require a deposit to initiate service?
a)Senior Citizen/ Family Violence Act/LOC/medical indigent/former customer/active customer
What is the definition of a Switch?
Changing from one REP to another REP while staying at the same location under the same name.