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Basic
Intermediate
Advanced
Miscellaneous
Guidelines
100
Outlook(E-mail), TDC, CRM
What are the three systems you should have up at all times
100
Extend, Pay Down, Pay Off
What are the three repayment options?
100
Read through the notes
What is the first thing that should be done when you pull up an account?
100
Exact day of pay
Unless the customer is non-direct deposit, when should their due date always be set?
100
Supervisor
Who should you call if you are going to be late?
200
The I Drive
Where can you find the paper form to request refund and resends?
200
Fax a written request to customer service
If the customer wants to know the reason for denial?
200
Pull the customer's account in full with out any finance fees
What does it mean when we perform a zero debit on an account?
200
Change the bank information back to the original bank information
What must you do immediately after sending the customer a new ACH agreement?
200
Skip the customer's due date for a 45% finance fee
If a customer claims their bank account is on hold what can we offer them?
300
Customer Service, R&l, New Business
What is the 3 lines of business we handle doing the night shift?
300
3 day prior
How many days must a customer call in order to set up payment arrangements?
300
File a police report
If the information the customer gives you doesn't match the information on the application?
300
We will pull the account in full
What do we do if a customer threatens to close their account?
300
Customer Name, Bank Account Number, Employer, Social, Address
List four things that you should verify on an application if a customer believes they are a victim of fraud?
400
Confused and Unruly Customers
What are the most common customers we handle?
400
First Due Date
We can not change bank information or finance fees prior to?
400
Iowa, Oregon, Illinois, Michigan
What are four states we can not speak with the spouse?
400
Medical/Hospitalized, Terminated/Laid off, Financial Hardship-reduced hours at work
What are the types of hardships we can approve for payment arrangements?
400
After customer has recieved their funds
When can a customer service agent set up payment arrangements?
500
Used to notate when a team member has made a mistake
What is 'customer issue form'
500
Voided check and bank statement
What two things must a customer send us before we can resend the customers funds?
500
First withdrawal the pending application
If a customer has a pending application, what do you need to do before changing their pay date?
500
Send customer to New Business to complete the verification process
What is the process if the loan was orginated as a prefund?
500
Customers name, Socail, E-mail and Store
What four pieces of information must be verified prior to assisting the customer?