SM1 / Manager help
If a customer needs a refund, what task form must be filled out?
Manager task form
Can you get a 10 day payoff letter for a LOC?
No, LOC don't get paid off but can be closed if requested.
When do you notate an account?
Every call
What report gets sent every morning showing a breakdown of each reps stats
Rep Bonus Dashboard
Who handles your Work Day for time card approvals and time card adjustments?
Your Section Manager
When do we escalate a legal threat to management?
Always:
When in doubt, reach out.
Where can you direct a customer to see how much of their payment went to fees and how much went to the principal?
The Statements that get emailed out
What notation do you use on the case when notating an email has been sent?
#es and the email number
Example if you send 602a email, you would notate #es 602a,
To be eligible for a bonus you must be in the top ____ % of the call center?
Top 80%
If you have questions on your payroll deductions who do you contact?
Payroll (payroll@enova.com)
If a customer requests to speak to a manager and are pushing back on being added to the list, what can you do?
See if you can help them with their issue.
Reach out on the Chat Channel for assistance.
See if anyone is available to take the call or if they need to be added to the call back list.
Where can a customer see how much their statement balance fees will be?
Contract
Statement - Page 2/3
Payment estimator
What notation would you put after completing EBS?
#EBS completed* (auto text ebsc )
How much does your bonus drop if you get a write up within the quarter?
15%
Who is our 3rd party provider / partner who handles leave requests?
New Your Life
Before reaching out on the chat channels you should first reference this?
Wiki
What benefits can a customer earn after making a string of on time payments?
Fee Saver
Skip a pay
If loan processing as TBS needed in the notes, what should you be doing with the customer on the call?
Completing EBS
Can you become eligible for a bonus while in enova fit?
Yes
What does EAP stand for and what areas can they assist in?
Employee Assistance Program
Counseling services
Tips for adjusting to working from home
Work-life resources (finding child care / legal assistance) etc..
If you are not sure you are understanding a process you should reach out where?
Chat channels
What hardship tool can be used to help a customer who has an LOC?
If someone calls in and can get verified on the account, should you still notate the call?
Yes, this could be the first sign of identity theft
Name 3 items that impact your stack ranking / bonus info?
Readiness
PPH
Stella Score
Call Miner CX
If you have questions on your enova benefits, who can you reach out too?
(Life Status Events, EAP questions, Types of leave info)
benefits@enova.com