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Demos Tips
Good Luck
Demos are friends,
not food
100

What are the four demos?

Email, phone, address, POE (&city they work in)

100

What are the 3 things you should be asking/looking at on an EVERY ACCOUNT on an inbound call?

  • Customers first and last name, 
  • last 4 of SSN, 
  • and review account to see if we need demos?
100

When and how do you use the GREEN comment. (When, how often, and what does it mean?)

  • When you properly get all demos whether its updated or verified. It stamps that they have been completed.
100

Give an example of asking the 4 demos in an open ended way. Get creative!

  • What is the best email address we can contact you at?
  • In case we get disconnected, what is your current phone number?
  • What is your current home address?
  • Where are you currently employed?
100

Why is it important to ask open ended questions?

To make sure the customer gives the most accurate info, including apt # etc

200

True or False: If you do not see a yellow comment on an account you do not need to do demos

  • False. There may not be a yellow comment to trigger you so you must rely on the chart!
200

When should you ask the customer how to spell a new email address?

  • Pretty much ALWAYS. If it's anything but the exact name on their account, you should ensure you know spelling.  
200

When in the phone call should you ask for demos?

At the beginning, before putting on hold or xferring

200

What information should be included in an "UPDATED DEMOS" comment?

“UPDATED DEMOS- address, phone. Etc”

200

How should you use the YELLOW comments on an account? (When, how often and what does it mean?)

  • When we need demos, and only one yellow comment per visible page. Not back to back.
300

What two things do you do in the POE section on an account when the customer tells you they are unemployed?

Add, swap, delete for a blank POE section and then add “UNEMPLOYED” (in caps) as the POE name.

300

What would be a good response if they respond to demos request with “It’s the same.” Or “What you have on the account is my info.”

  • “Oh then this should be quick! What is…..etc”
300

True or False: You can update their address to a PO Box?  

  • False. We need a physical address in the address section.
  • However, you can add their PO Box to their mailing address field.
300

If you are given an employer name you don’t recognize, how can you verify the spelling/legitimacy?

Google the name and city they provided. If nothing comes up, ask them direct spelling or full name, address, phone number to gather more info.  (if you still cant find it on google, still update all info you have to account)

300

Do you request demos from a PDLA Company?

  • No, it is not a standard practice for us to ask a PDLA company. However if they provide any info regarding any of the 4 demos, update the info on the account.
400

How would you update an address if they no longer live in UT/ID/MO/WI?

  • Next to the city you would add the State initials and then leave the actual state dropdown blank. (in City section: San Diego, CA. In the state section: Choose)
400

What do you do if someone refuses to give demos?

  • Let them know that it is company policy and that you would be more than happy to assist them once they are complete.
  • You can sympathize with them and let them know you understand it may feel annoying but that it should only be a quick minute!
  • If they refuse 3 times, put them on hold and talk to your manager. They can help decide if this will be an exception or inform you how to proceed.
400

What if an account does not currently require demos, but they tell you “I got a new job last week, so can I pay next week,” what do you do?

  • Since they told you they have a new job, get the name and city to update on account. It’s good practice to also ask others demos to ensure everything is updated on an account. (You will still use the GREEN comment)
400

How do you update an account if they tell you they are not living anywhere and are couch surfing?

  • Ask if they have a permanent address they use on docs?
  • Ask if they know the address of the place they are currently staying?
  • If they really don’t have an address, you will leave address blank.
400

What are the steps in PLM to properly update the employer section when the customer has informed you they have a new job?

Add; swap; delete. Add POE name and POE city they work in. If you have any other info (income, DOH, paydays, phone number, full POE address, you can add, but not required.)

500

What do you do when getting demos and the account has a “POSSIBLE” address in the mailing address, and that’s the address they provide?

  • You would move that address up to the actual address section (replacing the prior address) and then delete the mailing address section. Make sure you remove “POSSIBLE” as it has now been verified by customer.
500

List 5 of the 11 “Risky Admins”

  • Collections, 
  • Email only, 
  • IDI, 
  • 3rd Party Ready, 
  • 3rd Party Sent, 
  • Pending Legal,
  • Legal Team 1, 
  • Bankruptcy, 
  • Bad VOE Qualifying, 
  • WI Ch 128, 
  • Emma.
500

When a customer emails in to have us run a payment, but demos are required, do you respond with demos request via email or do you run payment and then request demos?

  • If they email in full auth (date, amount, card number), you can run payment immediately and then request demos.
  • If they didn’t provide full auth, you should respond with demos request.
500

Describe the demos flow chart. What accounts do you get demos for?  

  • Is the account in a risky admin? If no- then no demos needed.
  • If yes, get demos every 30 days.
500

Do you request demos from a spouse/family that has LOA on the account?

  • Yes, they should know them well enough that they can provide that information. If they have LOA they need to be able to work with us the same way the customer would.