1st
What is EFT?
Electronic Funds Transfers (EFT) are electronic transfers of money from one bank account to another, either within a single financial institution or across multiple institutions, via computer-based systems, without the direct intervention of bank staff.
What is a Payee?
The person to whom a check, promissory note, draft or bill is written out. An example of a payee in a check is one whose name appears in the caption "Pay to the Order of" on most checks.
What is an ACH payment ?
Electronic payments that are created when the customer gives us the authorization to debit directly from their checking account for the purpose of paying their bill
What should you always attempt when your customer says no to your offer?
A second effort (rebuttal)
What answers are acceptable for do you own a stationary residential home and are solely responsible for repairs?
Yes or an affirmative responds but if they say "yes I am the homeowner" you must then break the 4 part question down.
What is Online Bill Pay?
Online bill payment is a secure electronic service that allows customers to pay bills without having to write and mail checks. Online bill payment is usually tied to a checking account from which funds are withdrawn electronically for payment of one-time or recurring bills.
What is a Refund?
Pay back money, typically to a customer who is not satisfied with goods or services bought.
What does NSF mean?
NSF is an acronym for "not sufficient funds." NSF means at the time of processing funds were not available. This situation may also arise when a bank account has been closed
What two things should you ask your customer for on every call if they do not have the information on file?
(If it is on file we want to verify the information)
Authorized user and email address
Once you are logged into SAS what do you need to do first?
Change your profile from claims to sales.
Customer Service call behaviors
Hint:
W
D
C
A
E
Willingness- To Assist
Drive- To Resolve
Courage- To Dive In
Adaptability- To Deliver The Right Pitch
Expertise- To Ask Questions & Review Supporting Information
What are the various ways customers have to pay?
Credit/Debit Card
Direct Debit from a checking account
Invoiced on the customer utility bill
What is EZ pay?
EZ Pay means we will debit their payment and auto-renew their coverage
Where do you get your scripting from?
SOS ONLY
What search do you use in Ensura if your customer has a mail code?
Prospect search
Name 4 out of the 7 of the Features and Benefits
PEACE OF MIND
No unexpected cost (within coverage limits)
No searching for a contractor
24-hour hotline available 365 days a year
Prompt response
Permanent repairs guarantee (varies by contract)
Local technicians that are licensed and insured
What is a Chargeback and what is a dispute?
Chargeback is the reversal of funds from a consumer's bank account, line of credit, or credit card back to their account
A dispute on a credit card or debit card account, a dispute is a situation in which a customer questions the validity of a transaction that was registered to the account
What 4 systems do we use on calls?
SAS, SOS, Ensura and Streamline
Where can you processes new enrollments?
SOS and Ensura
What do the following abbreviations stand for: HT, CL, WH and GL?
HT = Heating System
CL = Cooling System
WH = Water Heater
GL = Gas Line
Explain the Customer's Journey 5 steps to A HAPPY CUSTOMER.
Customer Receives a Mailer
Customer enrolls in coverage
Customer has a problem
Customer calls into HomeServe with their problem
What is Pro Rata?
Pro Rata is a Latin term– meaning “in proportion” – that is used to assign or allocate value in proportion to something that can accurately and definitively be measured or calculated. In North American countries, pro rata is often referred to or referenced as “prorated.”
What must you verify on a call to verify the account?
Name, address (with city and zip), phone number, best contact number and email
List the Ensura color codes and what they mean.
No Highlight = Current Coverage
Light Blue = Current Coverage, within the first year
Dark Blue = Cancelled
Green = Lapsed
Red = Suspended (Pending Cancellation) or Expired
Olive = 12 for 12 No Cost Review Period
What do the following abbreviations stand for: SSL, WSL, IPD, EE and IE?
SSL = Exterior Sewer/Septic Line
WSL = Exterior Water Service Line
IPD = Interior Plumbing & Drainage
EE = Exterior Electric
IE = Interior Electric