Authentication
If an R/O has a Power of Attorney (POA), what do we need to request?
A copy of the POA paperwork must be mailed in before we can discuss or take action on the account.
Do all payment sites provide confirmation receipts?
Answer:
No. A confirmation email is only sent when the payment is processed through the payment website (DSparkingPortal).
When wrapping up a call, what must be documented in the notes?
Answer:
Where should third-party authorization be documented?
Answer:
In Window 10 (Hot Notes)
1. Should we ever discuss decommissioned accounts or explain why they were decommissioned?
Answer:
No. We should never discuss decommissioned accounts because we no longer manage them.
If a son-in-law calls and wants to discuss the debt and has prior knowledge but no intent to pay, are we allowed to discuss the debt?
No. You must have the Responsible Owner (R/O) on the line to obtain authorization before discussing the account. Alternatively, the R/O may call back to add the third party to the account.
If an R/O makes a payment and the name on the card is different, what steps should you take?
Answer:
What should you update or verify if the caller is not making a payment?
Answer:
What must be documented when obtaining a Promise to Pay (PTP)?
Answer:
What is the timeframe for hold removal for SNJB and MassDOT, and does the balance need to be paid in full?
What states require authorization to speak with a spouse?
Authorization is required in the following states:
You cannot coach the caller into requesting authorization.
When should you pause the recording, and what must be heard on the recording?
Answer:
Pause the recording when collecting:
The recording must include:
Should the Mini Miranda be documented when given to the R/O?
Answer:
Yes. You must document when the Mini Miranda is given.
⚠️ If the Mini Miranda was not given, DO NOT document that it was.
What information should be manually added to notes?
Answer:
What is displayed in the Demographics section of the dialer on a Kasisto call?
Answer:
The Demographics section displays:
What three pieces of authentication are needed to verify an inbound R/O?
Answer:
If there is a convenience fee, what must the caller be informed of?
Answer:
You must advise the caller that:
This disclosure must be stated on every call where a convenience fee applies.
When should the Call Recording Disclosure (CRD) be used on an inbound call?
Answer:
Never state the CRD on an inbound call because the IVR already provides it.
If another person joins the call or is heard in the background, you must restate the CRD.
Which accounts should always be documented, and what should be included?
Answer:
What is the closing statement for Professional Account Management, and when should it be used?
Answer:
The closing statement is:
“Thank you for calling Professional Account Management.”
This statement should be given at the end of every call, regardless of whether a payment was made.
What action should you take when verifying a third party who states they want to pay?
Answer:
⚠️ Do NOT disclose any additional information unless it is necessary to resolve the situation (i.e., to get the payment).
What are acceptable forms of payment?
Answer:
⚠️ Massachusetts:
Due to work-from-home restrictions, payments cannot be taken by phone.
The preferred method is online—100% of the time
Who should always receive the Mini Miranda?
Why is accurate documentation important?
Answer:
Accurate documentation ensures future agents can rely on the information during interactions with the R/O or third parties.
Answer:
Accurate documentation ensures future agents can rely on the information during interactions with the R/O or third parties.
Answer:
You should: