Escalation Team

Cancellation

1

How many days do we give our dealers to determine an action plan for the cancellation case before we close it out?

14

2

What is the control case number for the pending cancellation case and retention case?

00.020, 00.019

3

A dealers comment in the 00.020 case can be identified by what initials?

SA

4

Which result reason should we select to make sure the bill incurred cost case opens up automatically?

Billed

5

What case will open up if we reject the pending cancellation case?

00.080 | Reinstate Case

Bill Incurred Costs

1

How many collection letters to do we have?

3

2

What is the case number for the Bill Incurred Cost Case?

95.075

3

What field should we enter the amount owed/collected?

Collections or Credits

4

What field do we enter COVID-19 for customers that cannot pay incurred costs due to the pandemic?

UDF1

5

What do we do with accounts we fail to collect and are over the amount of $1K ?

Outside Collection

Solcius Misc

1

Name all the managers in the Customer Experience Team?

Michael, Chelsea, Thira, Duane. Ralph

2

What is Kristinas official Title?

Chief of Staff

3

Who is the current CEO for Solcius?

Jason Knapp

4

What is the address for Solcius?

1555 Freedom Blvd 200 W, Provo, UT 84604

5

Who is the President of Sales for Solcius? 

Bryan Jackson

Escalations

1

What is the control case number for the Fund Escalation, Escalation and Manager Escalated Case?

92.500, 92.030, 92.095

2

What field to we use to set a callback through the dialer?

Promise Keeper

3

What is the order of Escalations for Escalated Customers?

Coaches, Sups, Manager

4

Estimate of how much we have collected so far this year? Estimate has to be at least $5K off

$91,000.00

5

What is the control case number for the Compliance Case?

92.055

Escalations

1

What is the control case number for the resign case and the expiring credit case?

20.045, 65250

2

How many letters/emails templates do we have for the Compliance process?

4

3

What are the control case numbers for HOA Call, Submit Required HOA Documents, HOA Approved System Design?

20.560, 20.580, 20.600

4

What is the control case name for the inbound email cases?

92.600

5

How can we check our daily cases worked today?

Escalation Team Performance Dashboard