Promise to Pay
Customer is past due $450 dollars and his regular payments are biweekly of $250. He enrolls in an Automated payment plan paying $350 every due date until current. His first installment is this Friday. What promise to pay information are you entering in the system?
None, the automated Payment Plan will set the promise for you.
True or False. Once customer has been given a due date change, once approved, they have to sign documentation PRIOR to the new due date in order for it to not expire.
False. Due date change is paperless, they need to be read disclosures.
nothing. customer is not past due and ill not be when he makes the payment.
Customer calls in and we introduce ourselves and Bridgecrest and ask for their name. Two accounts show up in Geneys as linked to the customer. What do we do next?
Select the first account and then verify last 4 of the SSN. Genesys will place accounts in priority order. once we have verified and ensured there is no mini miranda we will allow customer to inform us if they would rather us work a different account.
Customer is past due and calls in today and makes a 400 dollar payment and wants to make a 300 dollar payment next Friday. The agent sets one PTP for 7/26 in the amount of $300 in order to get current for the month. When will we resume calling the customer to collect on their account AND Why?
Must answer when and Why correctly in order to receive point.
Tomorrow. Because the agent only set the 7/26 payment, vision will see the $400 dollar payment today as the customer paying the 7/26 payment early. it will mark it as a promise fulfilled and place it back in a collection route for us to collect the remaining balance owed.
How long does the customer have to sign the documents for a frequency change?
On or Before the effective date.
Customer wants to pay the total amount due today of $400 with you on the phone. He is zero days past due. His payment is due today. What promise to pay information are you entering in the system.
Nothing, the customer is current. you just take the payment.
Customer's next payment on $500 is due 7/19. He is monthly. He calls in to make a principal only payment of $1000. When is the next time the customer the customer will owe us money?
7/19
Customer is past due $567.18, They currently have a promise to pay for 7/20 for $400 dollars. You advise customer of the 167.18 balance and they state they can pay they will remit the full balance on 7/20. What promise to pay information are you entering in the system and why.
Must give answer and Why in order to receive credit.
Nothing. customer is not breaking the previous arrangement and only paying more, so we would not need to override that promise.
Customer is past due but makes a payment today to get current. they advise they were paid every other week but are now paid on the 2nd and 16th. What type of modification would you need to submit for the customer TODAY?
7/19 $200
Customer calls in and we do our intro. We ask them for the total amount due and they state they can pay it tomorrow. What must we do next according to call flow?
Counteroffer or waterfall counter offer for today
Customer spoke to a rep and currently has a promise set for 7/19 for $500 and 7/26 for $300 dollars. Customer advises you that they will be able to make their $500 payment for 7/19 but unfortunately only able to pay $150 on the 26th due to unexpected bills. What promise to pay information are you entering in the system?
PTP 1: 7/19 $500
PTP 2: 7/26 $150
Clear 3 due dates today (payments) so we can add three receipts.
Customer is past due 4 days for an amount of $432.33. He wants to pay the total amount due with you today over the phone, in addition to his August 1st payment of $200.33 dollars. What promise to pay information are you entering in the system?
PTP 1: 7/17/24 $633
Customer states that his reason for delinquency was that he lost his job but got a new job. After empathizing and expressing commonalities, what must we do to the customer's account?
Update the new job in the demos
Customer is PAST DUE $1213.45 Customer schedules a payment on the online portal for $500 for 7/29/2024. The Dialer calls this customer and you are able to get the remaining amount today. What promise to pay information are you entering in the system.
PTP 1: $714 7/17/2024
PTP 2: $500 7/29/2024
Customer is biweekly and pays us $250 every two weeks. They apply for a frequency change to go monthly and find out they would need to pay us $541.67 They are upset because they don't understand why they are getting charged extra for a frequency change when it should just be $500 a month. Why is the customer having to pay 541.67?
customer is biweekly. Biweekly customers pay us every other week (26) times in a year -- NOT a fixed 2 times in a month (semimonthly) so that 541.67 is roughly their yearly amount divided by 12. so they are not paying extra.
Customer is paying at Walmart today an amount of $650 to get his account current. He is due tomorrow for his regular payment of $400. He wants to pay $150 tomorrow and then $250 on Friday. What promise to pay information are you entering in the system?
7/17 $650
7/19 $250
When updating new demographics, the changes must reflect on what screen in order for it to count?
Front Screen or Customer Information