Providing a Payoff
When a Non-Selling Dealer or Financial Institution calls in for a Pay-Off Quote, you need to confirm this information before providing the payoff quote.
(STEP 1)What is Customer’s first and last name
• Ask the caller to confirm they have the customer’s permission to obtain the payoff quote (verbal confirmation from the caller is sufficient).
• Last 4 of the customer’s SSN
• Customer’s date of birth
You need discuss/ verify these 3 things before you can set a promise
STEP 6
Payment Date
Payment Amount
Payment Method (e.g., payment over the phone, by mail,etc.)
When a Maker or Co-Maker de-authorizes a 3rd party on the account, this automatically happens to any Auto Pay established by that 3rd party
STEP 4
The Maker or Co-Maker can de-authorize a 3rd Party, which will automatically result in the cancellation of any AutoPay schedule established by the 3rd Party.
You must verify these 3 pieces of information prior to processing a 1 time payment or getting the caller to the agent assisted IVR
STEP 4A
Verify the auto-populated name and billing zip code associated with the payment method are correct
• If the billing zip code does not align with the payment method, the payment may be declined
Law
Exercise Care
Assist
Persuade
You must verify these 3 things to verify you're providing a payoff quote for the correct account.
STEP 2
Verify the year, make, and model of the vehicle to ensure payoff quote is for the correct account (customer may be on more than one Credit Acceptance account).
For SID accounts you must mention this information regardless of whether or not you can set a promise or not
STEP 6
For SID Accounts, you must mention the full past due on the account regardless of whether you can set a promise or not and advise the customer to call back to make further arrangements
When a caller is attempting to update an existing AutoPay Schedule and the caller is not the owner of the bank account or debit card or person with a Power of Attorney on file for the owner of the bank account or debit card, you do this
STEP 4
Changes cannot be made to the AutoPay Schedule. Notify the customer that updates cannot be made without the bank account or debit card owner.
You must advise the caller of these 3 things prior to processing their payment over the phone or getting to the agent assisted IVR
STEP 2
The electronic payment service is provided by Paymentus
• There is a $9.95 charge per transaction imposed by and payable to Paymentus to process the payment
• In addition to the Paymentus technology- service fee, there may be a service fee or other charges imposed by your financial institution or card issuer
Ensure we have complete residence addresses as well as employer name, city and state
Under this circumstance you should always include any anticipated Service Contract rebate in the Payoff Quote
(STEP 5)If the caller is looking for a quote to complete a trade-in, the quote should always include any anticipated service contract rebate and the customer should make sure they cancel the VSC before the Dealer submits the payoff check.
If a customer is paying Less than their promise amount but the payment will bring the past due balance current, you follow these steps
STEP 3
No need to preserve the existing promise
Do not change or cancel the existing promise
Process the payment, if needed
When creating a new Auto Pay schedule with a customer in Paymentus, you need to verify this information
STEP 7B
Confirm the auto-populated First Name, Last Name, and Billing ZIP Code are correct (e.g., the billing zip code associated with the customer’s payment method).
If attempting to process a Future dated payment and you get this error message "“Payment Date is after due date.” It is because of this
STEP 7
The system will not let you schedule a future dated payment beyond the customer’s promise date (First Prom date). If you attempt to do this you will see the following error message: “Payment Date is after due date.”
When a dealing with a upset or difficult customer you should do this
Remain Calm regardless of the customer’s behavior and remain positive in your tone and message
When you're providing a Payoff Quote to an Estate Representative you must advise them of these 3 things
(STEP 3) If there is a lien on the vehicle, the lien will be released once the account is paid off
b. If the account is currently delinquent, we may seek to repossess the vehicle
c. If there is another customer (maker or co-maker), they are free to make arrangements on the account.
You DO NOT do this when negotiating for a promise or a Good Faith Payment
STEP 6
Do not offer additional days or encourage the customer to be late or pay late on future payments.
When enrolling a caller in auto pay you should read them this script to ensure they understand the schedule they are setting up
STEP 8
You have authorized Credit Acceptance to create an AutoPay schedule to reflect [amount, debit date and/or frequency]. Do you authorize this schedule?
If a customer has a current dated one time payment and wants to cancel this payment, you should do this
STEP 10(contd)
1.Confirm if the payment has been processed already 2. If its been processed Escalate the cancellation to a supervisor who will investigate the payment and may cancel the payment if it is determined to be fraudulent
You should disclose that are calls are recorded during these 2 situations
Disclose that we record calls on all outbound calls or anytime a new party engages in the call
You transfer the call to this department when the User ID in Artiva for the account is SSA
(STEP 2)warm transfer the caller to Operations Support (INOperationSupport) to obtain an accurate payoff
When you stop the recurring AutoPay schedule for one month and resume the schedule the following month, and The date change is within 7days after due date, you follow these steps
STEP 9
Seek to preserve the existing promise, if the customer declines;
a. Cancel the existing promise.
b. Move to Step 6 to set new promise (for the first promise only) with the date the customer will pay.
The system will automatically generate the additional promises.
c. Process a one-time payment using a different payment method. See the Payment Options Job Aid.
d. Make changes to the recurring AutoPay schedule in Paymentus to schedule all future promises. See the Managing AutoPay Job Aid
Change the AutoPay date, and
The change is more than 7days after their due date
a. Seek to preserve the existing arrangement to keep the
Before you can make a change to an existing Auto Pay you should verify this information
Step 13a
Confirm the auto-populated First Name, Last Name, and Billing Zip Code are correct (the Billing Zip Code should be the zip code that is associated with the customer’s payment method).
The maximum amount you can process through Payment us at one time is
$2500
According to the Law component of the LEAP you need to do this when processing a payment
Follow the payment processing guidelines when receiving a payment