Documents
State-issued IDs that do not have a photo of the customer.
What is an unacceptable form of identification?
Customers are able to schedule their appointment prior to us reviewing their documents.
What is a same session STC?
Request to delete personal information.
What is a privacy request form?
Understand, Discover, Educate, Advocate, Review
What is UDEAR?
AZ, FL, OH
What is an e-title state?
Required payoff type for Toyota lease customers.
What is customer lease payoff (CLPO)?
Approved customers can schedule a drop-off appointment as soon as two hours from the time of scheduling.
What is a same day appointment?
The HUB had to reschedule an appointment OR the customer was unable to be approved before their expiration date due to not being added back to the queue.
What is the only acceptable reasons for honoring an old offer?
Reference the CAM account to find pertinent information. Ask relevant questions to understand the needs/wants to understand what to educate the customer on.
What is Discover?
Photocopies, blurry images, screenshots or damaged titles.
What is an unacceptable title?
Reading shown in kilometers, displaying only trip mileage, blurry or cut-off images
What is an unacceptable odometer?
The customer has both pickup and drop-off options for their appointment & positive equity greater than $700.
What is a customer with a pick-up fee?
FA calls in and says the customer was charged a pickup fee for drop off off-appointment.
What is pickup fee reimbursement?
BillyBob did not leave notes on an account after a FA support call. How would this affect his call score?
What is a 0 star call?
The customer always holds their title, even if they have a loan on their vehicle.
What is a title holding state?
This state doesn't have to upload AOI, instead we can accept this document.
What is AOO for New Jersey?
The vehicle was not accepted at the time of appointment.
What is rejected?
The customer wants to appraise a 2025 vehicle in 2024
What is send to manual appraisal?
Assist the customer with uploading documents, submitting appraisal, creating account or scheduling an appointment.
What is advocate?
Water damage over 50%, missing or obscured information due to tears, or other types of physical damage that block, remove, or obscure important information
What is a damaged title?
Business document that churches, public schools, public charities can upload instead of AOI/AOO
What is tax exemption forms?
Customer wants to change from ACH to check on the same day of their appointment.
What is not allowed?
If a customer reports missing or additional keys during an appointment
What is the offer does not need to be adjusted?
Jill was unable to verify the customer since the authorized user was not available
What is ACS will not leave a note?
Customer is in title holding state and claim they cannot get the title to complete the sale.
What is contact the lienholder for verbal and title status?