Return Codes
Insufficient Funds
R01
CAG
CI Tool
What state do we need to be careful with when handling debt consolidation and bankruptcy accounts?
Florida
What two pieces of information do we need when adding a bank account on file?
Routing number & account number
"five9. callback attempted, VM"
No Account/Unable to Locate Account
R03
Waiving a late fee
SV
What is the most important piece of information we need when dealing with a bankruptcy account?
Court case number
How many digits is a routing number?
9
If you take an immediate payment or schedule a payment, what information should be in your note?
Date, amount, & pump id
Invalid Account Number
R04
Sending out a new card
SV
What is the name of the legal document we need to be able to communicate with a 3rd party DC company?
Power of Attorney (POA)
How many payments can we schedule in a payment plan?
24
If you schedule a payment two weeks into the future, how long should you push out contact in the CI tool?
3 weeks
Account Frozen
R16
Address Update
Both
If a DC company is sending in payments, what payment method do they use?
Paper check
If a cardholder is set up on a "Fixed Amount" auto pay for $50, but their next minimum payment due is $77. How much will their next auto pay payment be?
$77
You get into "Ready" on Five9 and the dialer initiates an outbound call. Somebody answers and yells "wrong number!" and hangs up. You notice in the notes that there are already two notations of "five9. 3rd party." How do you handle this account?
Notate "Five9. wrong number" and disable contact
Customer Advises Not Authorized
R10
Returned Payments
Both
How long do we need to push out contact for a BK account?
List 4 ways a CH can find their routing & account numbers
Paper check, bank statement, mobile app, or just calling their bank
A verified cardholder tells you they no longer want to receive calls from us. How do you handle this account? (notes & CI tool updates)
Notate that they dont want to receive calls anymore and disable contact (top 3 boxes in preferences tab).