Email Scans and Offline Tasks
Which offline task is the #1 priority?
Email Scans or working "Opens"
Email Scans
What does EAP stand for, and what services does it offer?
Employee Assistance Program:
Mental health issues, legal issues, debt management, improving health, elderly care, child care, etc..
Yes or No. Do you open a legal case on VOD?
No, these should go to Notice Resolution team and they will create a legal threat case.
How often should you be adding your time to Work Day?
Daily
If you see this verbage in an email, it should be treated as what type of a complaint case?
"You fraudulently debited my bank account"
"This is discrimination because of my source of income"
"I belive I was denied credit bcause I'm an immigrant"
Legal Threat
When you start scans, what do you look for before starting a new tab/date?
The oldest scans should be done first. Every rep's job is to ensure they pick up from where the previous scan left off.
What program can you use to find in-house job opportunities?
Greenhouse
How often should you reopen a closed case?
Never. Create a new case if you receive new information on a previously closed case. This includes receiving new documentation.
What is one thing you should use for meetings, trainings, and outbound calls to limit background noise?
Headphones.
It is recommended that you use headphones for every call and meeting. You can be held accountable for any background noise that is picked up.
What are the standard type of complaint cases we usually deal with? Hint: there is 3
Rep-Resolved Complaint
Complaint Requiring Escalation
Legal Threats
If you can't find an account when working with emails, regular mail, and scans, what should you do?
Reach out to management, and they will get it to the appropriate department.
List at least 3 things you should be doing during Admin time.
Read your Gmail emails.
Review your time in WD.
Check your schedule in Gen Cloud.
Review any wiki pages you need a refresher on.
Check for any updates to any policy or procedures.
If a customer wants to revoke ACH and is past due, how can you ensure that it is revoked?
Make sure it's deselected on the detail screen in the portal. Check to see if they have a payment plan and cancel the payment plan if it's set up on ACH.
If you have any tech issues that last for more than 5 minutes, what should you do?
Call the IVR, let a manager know if possible
What case type, case stats, activity type, and reason code should you use for a VOD request?
Case Type: Credit Counseling
Case Status: Escalated
Activity type: Work Case
Reason code : Request validation of debt
*Make sure you send the email to the notice of resolution team as well*
What is a Durable Power of Attorney?
It's a legal document that allows someone to appoint a trusted individual to make decisions on their behalf.
True or False
You should add notes and upload documents to any "Fraud Ops Cases".
False. You should not notate on a Fraud Ops Case. These cases are intended solely for the Fraud team.
If a POA is received for a credit counseling case, name at least three additional steps that should be taken on the account.
Notate the account
Cease all communications
Attach POA
Revoke ACH
Lock the draw for LOC
Forward the email to creditcounseling@enova.com.
Always check the wiki - to ensure everything is done correct
How often should you clear your cache and cookies and do a full reboot?
At least once a week and anytime you're experiencing system issues.
What steps do you take if you receive a letter from Transunion stating ID theft case?
Create a closed CS case and attach the document.
What's the difference between a Durable POA and a Standard POA?
This differs from a standard power of attorney, which typically ceases to be effective upon the principal's incapacitation.
Durable Financial Power of Attorney: Focuses on granting the agent authority to manage the principal's finances and property.
It is very important to read the power of attorney letter to ensure that it allows the third party to make financial decisions/changes.
When is the "Night at the Movies" town hall recording going to be scheduled for most reps?
April 28th
Check for any pending payments.
Check for a valid bank account or debit card on file.
Check for a previous payment plan offer.
Check to see if a "Right to Cure" has been sent.
What time should you be on queue?
At the start time of your schedule. If you are scheduled to start at 9am but don't go on queue until 9:07am it will flag the time gap.
What do you do if you receive an email letting you know of a "Termination of Representation from Attorney"
Send the email to the Notice Resoltion team. Create a closed CS case and attach the doucment.