Email Bank
Email 800 should only be sent when?
When the customer has received the right to cure and the cure date is approaching.
When is the only time a "Refund" case should be created in Portal?
When a customer requests a refund.
Can due date changes be done via email?
No, we need verbal confirmation
With a TPR, what gets moved to the end of the loan allowing the customer to bring their past due balance to a current state?
Upcoming Payments
Who is eligible for a Past Due Payment Plan?
Loans owned by NetCredit, TAB & RBT
Past Due status
What are emails 810a or 810b used for?
ID theft
Before starting a refund case you should confirm it first with ______________
SMs via Google Chat
Who will be our new bank partner in addition to TAB and RBT?
CCBank
TPR's only apply to this type of NetCredit Product?
Installment Loans (No LOC)
With a Past Due Payment Plan, is the plan in addition to their regular contractual payments or does the regular payments get deferred until the end of the loan?
It's in addition to their regular contractual payment plan.
If a post funded Installment customer is requesting to update their bank account and all sufficient documentation has been provided, what email should be sent?
617c
How long do we wait to create a refund case?
We do not need to wait for the payment to settle - we can request refunds right away
What system do we not use anymore for one off Debit Card Payments?
Repay
True or False
NC, RBT and TAB customers are eligible for a TPR?
True
What is the purpose of a Past Due Payment Plan?
Its a payment plan to cover the outstanding balance by breaking up the their upcoming recurring payments. / PDPP allow customer to pay back their outstanding balance within their original loan terms.
What is email 704?
Payment Plan
Name two scenarios on why a customer will request a refund.
Overpayment / debiting error
(NSF) fee: Customer requests nonsufficient funds (NSF) reimbursement
Bankruptcy
Debt Management Company
If an account is an LOC but they are unable to make a cash advance, what can you click in portal to provide the reason the customer is not eligible to make the advance?
Click the "No" Blue hyperlink in Portal next to the Eligible to draw line.
What is the least amount of time a TPR can be offered for?
TPR's are offered for 3 or more months
What are repayment methods for a PDPP?
ACH or DC
If a Post-Funded customer emails in requesting to update their bank account but has not provided all documentation, what email should be sent?
616
When the new Refund Requests process begins, what will be automated from portal?
Refund JIRA tickets
What is the message center in Portal?
Instances where we are not able to email customers (email opt out, etc) some messages need to still be sent to the customer. These include, Notice of Adverse Action, Right to Cure to Cure Default, and Notice of Acceleration.
What happens to the payment amounts after the TPR period?
The payments will return to the original amount.
Past due payments should not exceed ______ months?
9 months