Show:
Random...
Authentication/User Account
Fees
Online Pymt Plan Integration Methods
Returns/Cutoffs
100
Is the customer's signature required on an ACH/CC paper agreement form?
Yes!
100
When is authenticating required?
On every call where we pull up an agreement, customer or billing profile or assist a customer in creating a plan who has received an invite.
100
Who is responsible for paying the Enrollment Fee?
Consumer Paid (Parent) or Institution Paid (School)
100
What types of Online Payment Plan Methods use invites and which is REQUIRED to use invites?
Institution Finalized, Consumer Entered and Institution First Institution First requires invites
100
What type(s) of ACH returns charge a return fee?
NSF
200
Why do we not accept VISA with the Convenience Fee option?
VISA will not allow us to assess a convenience fee on re-occuring payments. VISA also wanted us to charge a flat fee across the board vs. where our fee is a percentage based fee based off the families balance/payment.
200
Name 3 things you can use to authenticate a parent (ACH & CC agreement) if they HAVE NOT completed the telephone questions.
1. Last 4 digits of the bank account/credit card on file 2. Registration Code 3. Amount of last payment (rounded to the nearest dollar) 4. Month and date of last payment 5. Amount of the upcoming payment (rounded to the nearest dollar) 6. Month and date of upcoming payment 7. First payment date (if no payments have been attempted) 8. Original contract amount (rounded to nearest dollar)
200
What happens if a returned payment fee returns?
It goes to the Unresolved Balance.
200
What should you do if you receive a call from a customer who has an Initial Invoice?
Transfer to an AM.
200
What type(s) of credit card returns charge a return fee?
NSF Do Not Honor Exceeds Approval Limit Expired Card
300
Name 3 stipulations of the POM benefit.
1. Death benefit that covers RP and legal spouse 2. Cap is $30,000.00 3. Will not cover payments in arrears 4. Does not cover RPs/legal spouses over the age of 70 5. Costs 12.00 (12/13)/ 14.00 (13/14) 6. Cancer clause is only in effect through the 2011/2012 school year.
300
Name 3 things you can update/change on the customer profile.
1. Demographic Information 2. Correspondence Method 3. Add/Change email 4. Add an Additional Authorized Party 5. Authentication Questions 6. Student(s) name-only if incorrect
300
When will an Enrollment Fee be rescheduled if it returns?
5 calendar days after the return.
300
What type of Online Payment Plan Integration is it when a parent enters all their information online-including the balance?
Consumer Entered
300
How many times are tuition payments attempted according to NACHA?
3
400
What are the 3 places in the Institution Summary you would want to look when the agreement has SPECIAL INSTRUCTIONS located on their agreement page?
Special Instructions, Exception Based & Notes
400
Why would you need to remove a user account from a customer record?
If a customer needs to consolidate user accounts.
400
A parent has $180.00 in unresolved returned payment fees from FACTS. How would they resolve those unpaid fees? Please name all options available.
1. Pay online 2. Make a Telephone Payment 3. Send in a Cashier's Check or Money Order
400
What Online Payment Plan Integrations methods are ok to send the eCashier link to the parent directly via email?
Institution Finalized & Consumer Entered (as long as no invite has been sent!)
400
What is the cutoff time for changes to ACH agreements vs. Credit Card Agreements?
Cutoff for ACH: 10:59 AM Day PRIOR to payment attempt Cutoff for CC: 10:59 Day OF credit card payment attempt
500
Joe Smith has his Friday weekly payment attempted 5/20 return back to us. When will that payment be rescheduled?
It won't. Weekly payments are not rescheduled.
500
An Additional Authorized Party CANNOT do what 5 things?
1. Change the email address on file 2. Change the telephone authentication questions 3. Add or remove the Additional Authorized Party (AAP) 4. Enroll in Auto Pay 5. Remove the user account from the customer profile
500
A customer calls 3/30 and needs help making a payment online for their 500.00 tuition payment scheduled on 4/20. You notice a 30.00 returned payment fee in their Unresolved balance. What will you tell the customer?
The FACTS returned payment fee will automatically be deducted from any payment made online, so to satisfy the 500.00 4/20 payment the customer must pay 530.00 online today.
500
What are the 3 main types of Online Integration Methods we use at FACTS?
Institution Finalized Consumer Entered Institution First
500
A customer calls today (4/26). Their 4/20 payment returned 4/24 NSF. They would like to know what happened. What would you want to discuss with the caller and what would you want to verify?
1. Advise the payment returned NSF 2. Advise RPF 4/29 3. Payment will reattempt on 5/5 4. Next scheduled payment 5/20