Contracts & Salesforce
In salesforce if the ASAPP is not working to transcribe properly, what template do we use for an NPA call?
Bonus: what are the only 2 templates we use in SF now?
General Inquiry
Bonus - General Inquiry & ARMS rental template
What are the 6 clients that currently do not have access to the VCP website.
Carchex, PGM, Enterprise, Camping World, RT 66, JLR and USAA
When an AH calls in requesting rental for an approved claim we always go by what the claims adjuster has approved for rental. True of False / Explain
Bonus - are all rentals based on labor hours?
False / sometime the adjuster hasn't assigned any rental becuase the RF did not mention the AH needing rental. Also they may put an incorrect amount so we always want to do our due diligence and check the SC rental terms.
Bonus - No, some like EMRP are based on labor hours, but others like CarMax can be left more up to the completion date, as long as within terms of the SC.
Example: While in a meeting with your supervisor or lead you should enter your meeting segment after the meeting is over so you can make sure and put in the correct amount of time away for your meeting. True or False, Explain
False, You would need to enter your meeting segment before your meeting starts. While in your meeting if you see that segment is about to expire you let your supervisor or lead know. Ask how much longer you would need to extend the segment out and then do so before the time expires in WFO.
While speaking with an account holder they ask for a supervisor. Once you have spoke to your chat support and they have given you a de-escalation script how should you proceed forward with the script?
Read script verbatim to the customer. (These scripts are designed to speak directly to the account holder in a way to hopefully calm and de-escalate the situation.)
In a SC the use of RSA towing is only addressable in conjunction with a covered repair? True or False, Explain
False - Though some SC have terms that the RSA towing is only in conjunction to a covered repair, we must read the terms of the RSA additional benefits because all SC's are different and some allow the AH to use RSA without a covered repair.
Every time you speak to an AH what should you check for in Salesforce related to VCP?
Once checked what do you do?
Check to see if the invitation button is able to be clicked to send link to AH.
Send link once the AH has given their consent.
If the AH decides to not go to the ERAC they choose when setting up the ARMS rental, they can call and have it updated in the ARMS system through CS. True or False, Explain
False - The AH can go to another ERAC in the same area with no change at all, if the new ERAC is further out they can tell the ERAC agent they would like to have the rental reservation transferred to their location. No need to call CS.
When wanting to take time off from work the first thing you should do is message your supervisor and enter the time into work day. True or False, Explain
False, the first thing you should do is check group allowance / request viewer within WFO.
What are the necessary pieces of information when asking for assistance in the chat?
When asking for assistance in the large chat please use the following template:
Claim number / who you are speaking to / issue / steps you have taken to assist.
If AH calls in to request a copy of their SC what should you do? Where can they find it?
For all clients who have access to VCP can view their SC straight off the website. VCP
For specialty contracts Enterprise, USAA, JLR. You will have to do an agreement fulfillment and send them a copy through email, always makes sure to change the sender and remove the information schedule.
Portfolio clients would be directed to portfolio, you can provide the # to PGM.
Name 4 things that the AH can do on VCP website that they can not do by simply calling in to CS.
Update address, add vehicles, update mileage & add signer to account
Example: Karen Smith calls in, she is the sole owner of the SC. She asks to set up rental for her approved CarMax claim. She asks for the reservation to be in her married name Karen Johnson. How do we proceed?
Bonus: If she (the AH) would have asked for her new Husband Tom Johnson to be on the rental reservation how would we proceed forward as well?
Advise the account holder that we can set up the rental in the name that is shown on the account information page in Salesforce. Also advise the account holder on how to update their name through VCP or CSauto.
Bonus: No, we are unable to add anyone to the rental reservation that is not on the account in Salesforce.
Example: You're working and have an IT issue making it impossible to take a call (i.e. zscaler or softphone down or other IT issues) what steps do you take?
Bonus - Do not call the WFO attendance line if you can still access the WFO application. True or False?
Immediately input a segment into WFO and make your supervisor/lead aware before reaching out to the HELP DESK. Input the ticket # into the segment.
Bonus: True, we only use the attendance line if we can not access the WFO application.
Example: Account Holder calls in and states the entire claim (parts & labor) was not paid for and that this is an error on our (Assurant) part and excepts for the claim to be paid in full because "They bought a bumper to bumper warranty that pays for everything". How do you proceed forward?
We need to make sure we’re doing our job thoroughly and not just assuming the customer is always right. While they might be correct at times, it’s our responsibility to verify everything on our end. Also, let’s make sure we’re checking all our resources before asking for help.
As an agent how can you find your own inquiry or claim notes after you have left and do not have any of the needed information to access the AH's account?
By searching your own full name in the "search salesforce" search engine.
under the titled "people" you will see your name, click it and it will take you to an overview of all your previous comments/notes.
On the VCP website what is "Glovebox"
The "Glovebox" offers the customer the convenience of having one place to keep all documents regarding their vehicle together. The customer is able to upload the following documents: Receipts/Insurance/ Registration/ License Plate/ Driver's License/ Other Documents
The single most important thing to verify when establishing a new NPA claim is?
Eligibility
Your supervisor needs to approve your TTFN request prior to you logging off? True or False, Explain.
False, WFM has to approve your TTFN
Account Holder has requested a call back and you have done everything possible to de-escalate the situation. The team chat has told you to set up the call back. Who makes the call back, how do you communicate this call back with them?
You will send and email out to all customer service supervisors and your lead with all the escalation call back information. One of them will take the responsibility to call the account holder back.
For RV contracts what is the difference between additional benefits and additional coverage.
Main difference is that additional benefits come in addition to the SC to allow extra benefits like trip interruption and service calls.
Additional coverage has to be paid in addition to the SC price adding more coverage for brown outs, slide outs, consequential damage and leveling jacks ETC.
When the AH adds a new signer to the account per the VCP website how long does it take on average?
Bonus: How long through CSAuto?
VCP - 3 to 5 hours
CSAuto - 24-48 hours
Which clients can process their NPA through VCP and which have to go through email?
Bonus: Time frame for both
All of FE auto and MR can access VCP. Excluded are FE RV, Carchex, PGM, Enterprise, Camping World, RT 66, JLR and USAA
Bonus: 10 days for VCP, 30 days through email.
You are not allowed to clock in earlier nor are you allowed to go to break or lunch early. True or False? Explain
False, You are allowed to clock in 5 mins early for your shift to prepare so you are logged into softphone on time for your shift. You can also go to lunch and break 5 mins early to avoid missing your scheduled time. This does not mean you can come back 5 mins late FYI.
Example: Account Holder calls in and after telling them their claim was denied they ask for a supervisor. While working through the de-escalation steps the account holder demands a supervisor call back. We should go ahead and reach out to the chat because the account holder is demanding the call back. True or False, Explain.
Bonus: Before callback can be initiated what must happen and what is the time frame?
False, we do not go by what the account holder says we have to go step by step through the de-escalation process every time.
Bonus: Agent must get approval from chat support, 2-4 hour until 5pm, after 5pm it will be the next business day.