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100
If a payment returns back 3 times, where does that payment go? What would you tell the parent to do regarding that returned payment.
Unresolved Balance. You would tell the parent they can make that payment online (if they accept online payments), or that they would want to talk to the school in regards to a makeup plan.
100
A parent calls and would like to delay their enrollment fee until 7/1, and their orginal date was 6/15. Their first payment is scheduled for 7/5. Can the parent make this change? Why or why not?
Yes, the parent can make this change because it follows the 2 business rules: 1) It must be within 30 days of the original fee date 2) It must be PRIOR to the first payment date
100
Match the following: -------------------------------------------------------------------- 1. Institution Finalized 2. Consumer Entered (Initial Invoice) 3. Institution First 4. Consumer Entered --------------------------------------------------------------------- ***A. Parent enters all information (including balance) and agreement finalizes ***B. Parent will wait for Invoice to then choose whether to Pay Now or Enroll in a Payment Plan ***C. Parent will enter their demographic and banking infromation, then school will go in to enter the balance and finalize the agreement. ***D. Parent will wait for Invite to then go online and setup their payment plan.
1=C; 2=B; 3=D; 4=A
100
A parent from Berean Christian Academy in Stone Mountain GA calls and wants to know what payment plans their school offers for the 2013-2014 school year. What would you tell them?
The monthly plans (10 and 12 payments)
100
Where do you dispose of the banking information that you have written down?
Nowhere! We NEVER write any banking information down due to security purposes.
200
We have a payment on July 5th return back to us as Not Authorized. Would we automatically reattempt that payment? If so, when?
We would not be able to automatically reattempt, due to the way the payment returned. If we received their written signature to reinstate by July 18th, we would reattempt that payment on July 20th.
200
The AAP calls and would like to update the address, banking information (RP is RPSA), and also update the correspondence method from postal to email due to a move. Can they make these changes?
Yes, the AAP would be able to make all of the following changes.
200
Match the following: --------------------------------------------------------------------- 1. Consumer Entered 2. Institution First 3. Institution Finalized 4. Consumer Entered (Initial Invoice) -------------------------------------------------------------------- ***A. Ok to send e-Cashier link ***B. NOT Ok to send e-Cashier link
1=A; 2=B; 3=A; 4=B
200
A returning family from Mill Springs Academy in Alpharetta, GA calls in and would like to know what they need to do for setting up a payment plan for 13-14. What would you tell them?
They would need to access the institution specific link and log in to create a new payment plan (No ER).
200
What are the 5 things an AAP cannot do for an agrement?
1. Cannot change security question answers 2. Cannot change email address 3. Cannot enroll in Auto Pay 4. Cannot remove user account from customer 5. Cannot Add/Remove AAPs.
300
We have a payment return back to us as Stopped Payment on August 20th. What would we tell the parent they need to do in order to have this payment rescheduled for September 5th?
We would tell the parent they need to give us verbal authorization to reinstate the payments. They would also want to make sure the stopped payment has been lifted from their bank account. We would need that verbal authorization by no later than September 3rd in order to reinstate for payments on September 5th.
300
A parent calls on 6/27 to update their banking information that returned back as Invalid Account on 6/20. When would that payment be rescheduled? The parent then asks you if you could delay that rescheduled payment since they are short on funds. What would you tell them?
The payment would be rescheduled on 7/5. We would not be able to make any changes to the payment reschedule since it is set for the future. The parent would need to contact the school regarding any changes.
300
How would you guide a parent with Initial Invoice online to setup their payment plan?
Log onto online.factsmgt.com, and select "Register". Select the "I have my registration code from my school" option. They will then enter their Registration Code. Once this has been entered, they would be able to create their user account. They would then have to click "Payment Options" and choose "Enroll in a Payment Plan"
300
How would you tell a returning family from Chaminade-Madonna to setup for the new year?
If the parent had an ACH agreement, they would be automatically Re-Enrolled (No action needed by parent).
300
Are there any late fees for St. John Bosco in Phoenix, AZ for the 2013-2014 school year?
Payment Plan: $20.00 for 2nd Return Billing: No Fee
400
A parent calls on 8/10 to update their banking information due their current banking we have on file showing as Closed Account. You notice they have 2 payments showing as past due (7/1 & 8/1). The parent tells you that they can only make 1 of the 2 past due payments. How would you make this change?
Update the bank information. You would allow the payment from 7/1 to attempt right away (since that is the most past due). You would place the 8/1 payment on hold, since the parent cannot make that payment. You would make a HF to the AM notifying them to contact the school about the 8/1 payment on hold.
400
A parent calls and wants to enroll in Auto-Pay for their Invoice Payment Plan. How would you guide them in setting this up?
A parent is not able to enroll in Auto-Pay for the Invoice Payment Plan. Auto-Pay is only available for Incidental Billing.
400
A new parent from The Green Vale School in Old Brookville, NY calls in and states they received a statement with a tuition balance from the school, and they need to know how to setup their payment plan. What would you tell them?
Tell them to use the Institution Specific Link, log in or create their user account, and select the Set up a Payment Plan link. The school is Consumer Entered and not using invites so the statement from the school is just giving the parent the balance needed to setup the agreement. The parent will setup the agreement and user account online.
400
What do you do if someone calls you and tells you that they are going through Bankruptcy?
Immediately warm transfer the calls to an Account Manager.
400
A parent from St. Mary's Roman Catholic High School in Phoenix, AZ calls in, they are trying to setup the payment plan and cannot figure out what to input for the student ID which is required. Can you give them anymore information?
The student ID is: Last Name, First Name (student)
500
A parent calls to ask you if they can pay an extra amount on their agreement so it ends sooner. How would you guide the parent in this change? (The school does allow the parent to do this)
You would tell them to login into their user account. They would be able to select "Make a Payment". They would select the ending payment(s) of the plan and indicate any partial payments as needed.
500
A parent calls that had their last CC payment on 6/20 return back to us as Lost card. They update to their new CC. They wanted to know if the their returned payment fee could be delayed to 7/1? Their payment was rescheduled for 7/5, is that something you can change?
No, because there is no returned payment fee associated with the Lost Card Return.
500
Josh Byrnes, a parent from La Jolla Country Day School, in La Jolla, CA calls and would like to know how to setup a payment plan. She stated she has not received anything email to help her with this. How would you guide them through that process?
This school actually is not sending out invites to their customers. They would need to go to infosnap to setup their payment plan.
500
DAILY DOUBLE!!!! Margie Jones is listed as RP for an agreement that was set up online. Frank Jones the AAP calls and throughout the conversation we discover that he is the original signer on the financial account used. What needs to be done? What if the problem can't be resolved in the same phone call?
1. Frank Jones must go through the RP correction process OR Margie Jones can provide an account which she is a signer on for payments. 2. The agreement must be placed on hold until the issue is resolved--COSF must be filled out.
500
RP calls in 5/12 to disenroll in the POM benefit that she saw on her confirmation letter she received. The attempt date for the POM is 5/21, and their first payment is 8/15 $400.00. Is this something she can or cannot do and why?
Yes--the RP would need to provide something in writing (preferably by email) 2 business days before the POM attempt date to cancel.