Lapis
Where can you find the Log in code for Lapis?
What is "The Training Teams Chat, or the SKB"
What Does "SKB" Stand for?
What Version do we currently use?
What is "Servicing Knowledge Base"
What is "1.10"
When will we fully merge with OneMain Financial?
What is January 1st 2025
What Does DDC and DDE Stand for?
What is "Due date change and Due Date Extension"
When do we help someone who is 21 days past due?
What is "Never, AM gets in at 8AM with us"
When an outbound call comes in what pieces of information do you need to get?
What is their full name?
How does someone receive a refund from an Overage, GAP, or Service contract?
What is "JPMC refund email"
Where can you find the number to call out?
What is "Customer Service Teams Chat" Pinned
How many months does an account have to be open before we can do a DDC?
What is "No months, they could make their first payment and then get it immediately after that."
When can we take Credit card payments?
What is when an account is 21 days or more past due
What screen can you see the correspondence on?
What is the Corona Virus bubble (Germ bubble)
Who should you message when a customer asks you for a copy of their contract?
What is "Correspondence" (Clarice)
What do you need to do if you are going to be late or absent, and it was not previously planned.
What is you must call TL 15 minutes prior if you are going to be late, and 30 Minutes if you are going to be absent.
A customer calls in on July 7th 2024, their account was open on December 27th 2023, they are calling in because they just had a new birth in the family and they are wanting some extra funds for their new child. They want to skip July's payment, are they eligible, yes or no, and why?
What is "Yes, they are eligible because their account has been open for more than 6 months"
What's the difference with an AFP and an LOG?
How Many times should you "Break" Status on Lapis?
What is "3 times minimum, and then any other times when you go to brb"
When a customer calls in and asks for a lower interest rate, how can we help?
What is "We can advise the customer to refi with a 3rd party"
What happens when you are absent on a scheduled Saturday without having coverage?
What is "Termination"?
When do you waive a DDE or DDC fee?
What is "Never, or only if they live in certain parts of Arkansas"
Can a customer call to turn on Auto pay? Yes or no, how do they set up Auto pay?
What is "No, they will need to go online to the website to turn on Auto pay?"
Where do you send someone who is needing a lien release/updated registration?
What is the "Titles Department"
What is When a customer first requests a refund follow these steps:
1 – Three-way call from customer with their financial institution on the line to answer a couple questions. (As a bonus, what are the three questions you need to ask the bank, and what should you do with that information?)
2 – Request the customer sends a screen shot or statement from bank showing transactions have cleared bank account must be sent to refunds@foursight.com or FAX# 801-415-4880
3 – Request a written request for refund must be received from customer that includes the amount they would like refunded and the routing and account # where the payment will be sent. (can be sent via email)
You should then inform the caller that it is a 5 business day hold.
*Bonus Answer*
What is "Have both payments cleared the account with no pending returns?
Is a dispute or stop payment pending?
Can a dispute or stop payment be issued by the customer?
These questions along with their corresponding answers should be left in the notes on the call.
Once we have all this information you will need to send it up through email to your Team Lead.
Under Onemain how many times can you be late before you are written up/Terminated?
What is 3 times
How can a customer get an out of date DDE?
What is when they have been impacted by a natural disaster
National Relief banner on account, or the customer mentions they have been impacted
Can a customer call in to turn off Auto pay?
What is "yes, we can only turn off Auto pay and defer auto pay, but we cannot turn it on"