Terminology
New term for Collections
Dunning
This facet has customer phone numbers, email addresses, & spouse/roomate info
BP > General
The guided Move-In process is launched from this level
Premise > Create > Move-In
CSR's can process a regular payment for a customer from this facet.
CA > Bank Accounts
This is how to navigate from the Premise level to the BP level
Click the customer's name from the left blue panel
New term for payment extensions
Deferral
This facet has 7 sub-facets with detailed information such as payments, statements, and collection activity
CA > Financials
C4C allows backdating a Move-In up to ____ months
12 months
This facet is where a credit refund can be processed for a customer.
CA > Financials > Refunds
This is how to navigate from the Premise level to the CA level
Click the customer's CA number from the left blue panel
New term for CSA
Owner Allocations
This facet has a direct link to Eccentex CCTS site
CA > Cases
Earn double points for knowing the names of the 5 US great lakes
C4C generates this in the Move-In process
A new Contract Account
Move-Out reversals are not allowed for accounts that are shut off due to this
Non-payment
Give half of your points to the team with the lowest score
This is how to navigate from the Premise level to the C360 screen
Click the Agent Desktop tab and return to the Customer Hub to view the C360 facet
New term for a suspension used to prevent collection activity
Lock
This facet has meter information including next read details
Premise > Services
On a Move-Out what happens when the Hard Close toggle is set to "Yes"?
Enables the proper Service Order request for scheduling the hard close
When a Move-Out is reversed what happens to programs such as AMP and CARE?
The programs are automatically reinstated
If the Agent Desktop tab is no longer available how can you return to the C360 screen?
Go to BP > Customer 360 facet
New term for CAIs, GIMs, & BIMs
BPEM
This facet has a customer feedback section, Billing Analyzer link and meter read details
CA > Billing Recap
This screen is used to correct a customer's name, if needed.
BP > Click edit pencil on blue left pane
This is the new term for Flopovers
Transfers
Pledges are displayed here
CA > Billing Assistance > Scroll down to Pledge Management section