Lapis
Payments and Fees
Insurance
Refunds
Bombastic
100
What Aux (Offline, unavailable, break, available) should you be in at 8:00AM?
What is Available
100
How can a customer set up bi-weekly Autopay?
What is, they can go through a 3rd party such as Smart pay, bill pay, or Auto pay. They can even try to go through their bank. Our autopay will only draft once on the DD in the Full amount.
100
What is an LOG? How does it differ from an AFP?
What is a Letter of Guarantee - its a letter that Guarantees foursight will provide a title/lien upon receipt of the insurance settlement check.
A LOG is needed when we have a total loss and AFP is for cases of PO with a third party, AFP has nothing to do with insurance,
100
Who do we bank through?
What is JPMC - (Changing soon TBA)
100
Who is Mr. Boombastic?
What is Shaggy
200
What does it mean when a payment declines?
What is the bank is stopping the payment
200
How many CFs can we waive?
What is 1, as a OTC. Or unless approved by a TL or Manager.
200
What happens if customers do not have full coverage insurance?
What is they risk repossession
200
How does a customer get a JPMC refund, and how many days must they wait before receiving the refund?
As a bonus, how do they receive the refund?
What is the customer must have an overage on the account from payoff. This can be from the PO check directly or from the GAP/Service Contract once the account has been paid in full. They must wait 30 days after the last transaction date before the Refunds is initiated.
What is they receive the refund through email for a direct deposit
200
Who can you reach out to for help when you are needing assistance?
What is the Team, Your Trainer, or your TL (which is all your team) or the SKB
300
What is the MAX amount of time a call SHOULD be waiting for an agent?
What is 2 minutes
300
When can a customer use a wire transfer as a form of payment?
What is when paying off the vehicle
300
When you are on the collateral screen, when should you fill in the insurance notes section?
What is Never, the insurance
Team and Rachel are the only ones who will use that field
300
How can a customer get a refund for half of a payment they submitted?
What is they Can't, if a customer wants a refund on a payment, they need to refund the entire amount.
300
When can you hang up on a customer?
What it when they are being rude, vulgar, unprofessional, etc. You must warn them first.
400
How many days can a customer go delinquent before we hit the Credit?
What is 29 days, we hit the credit at 30, 60, 90 , and 120
400
How many days (Minimum) in advance must a customer contact us to make changes to the Auto pay?
What is 2 days
400
Will the insurance still receive the title in cases of total loss, if their settlement check does not cover the full pay off on the loan?
What is yes, the LOG guarantees we will provide them the title no matter what their settlement is. The customer's GAP and Service contract would be applied to the balance and if there is any balance outstanding after those are applied, or if they did not have those to begin with, they would be responsible for paying the remaining amount of the loan.
400
What must you do after we have received all the needed information for the refund?
What is Email TL Refund Template
Hello,
Here is a refund request for account (FS ACCOUNT NUMBER):
Foursight Account number:
Amount to refund:
Routing number:
Checking account number:
Please refund and reverse from Lapis
Call with bank completed on XX/XX/XXXX With (Agent Name) and Bank Rep (Name of bank rep and name of bank if you have it)
Is the still pending or has it posted?
Is there a stop or dispute on the PMT?
Can the customer issue a stop or dispute on the PMT?
Is the customer going to issue a stop or dispute on the PMT?
Screen shots and email Received on XX/XX/XXXX - attached on XX/XX/XX
400
What must you do when a customer says they are recording the call?
What is you must advise them that we cannot allow the call to be recorded, if they continue to record the call the call, you must disconnect.
500
What are the steps you need to take when dialing an outbound call IF you are already in an available status and the queue is back to back?
What is: Write the notes the current call you have up
Look up the other account and hit the green check mark
Go Unavailable
Complete the previous call, go the new account that you looked up
hit the phone button next to their phone number, or use the dial pad to dial the number
500
When can you use ACH to pay for the Reinstatement Repo fees?
What is Never. Even Repo agents will use a Debit/Credit Card to take those payments when reinstating the vehicle.
500
In cases of repair, not total loss, what information do we need in order to pay the repair shop, and how many days do we hold the funds?
What is
Required Documents:
• Endorsed insurance repair check
• Repair shop W9
• Invoice for repairs
• Photos of before and after pictures of
vehicle
And we hold the funds for 10 days before releasing them to the repair shop
500
What process must the customer complete in order to get a refund, when they accidentally made a larger payment than intended?
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 the following questions: 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? Notate in Lapis what bank you spoke to and that a refund has been requested by the customer
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)
All refunds are sent via ACH to the customer’s checking account
We need to inform the customer that refund will be held for 5 business days after all required items have been received and three-way call has been completed.
Once funds are released, the timeline for the deposit to reflect in the borrower’s account is determined by their financial institution’s processing schedule.
500
When must you read the MM? When do you only need to read the 2nd half of the MM (Shortened)?
What is The MM must be read on every outbound call, and when a PB or SB comes on the line.
The Shortened MM must be read any time an UNATP comes on the line.