Module 1
For a more positive attitude when taking a call, when was recommended to do when answering the call to change the tone?
To Smile
What are 3 ways we can do a second step verification?
Last 4 SSN
Last 8 of the VIN
Last transaction, when and how much
Portal, Paymentus, Check, Bank, and Moneygram
What is the difference between misapplied and reallocation ?
Movement withing the account and the other is for movements between accounts
What is the maximum number of days a customer can move their due date ?
27 days
What are the 2 systems to see the account information of a customer for retail accounts?
Salesforce and Defi
What is the 90-day verification?
When you have to confirm the customer´s address?
What is the per diem?
The daily interest
What 2 systems we need to use for a void stop ?
Defi and SAP, we could consider Salesforce
How many extension can a customer have in the life of the contract ?
up to 12 monthly extensions
What are the 3 things we need to be able to locate the account?
Account number, Full social or VIN (could be last 8)
How many questions to we have to make if the customer updates a phone number and he says yes to all ?
2 Questions
How much is the paymentus fee?
$3.90
What is SAP for ?
For locating checks
They are extensions due to natural disasters and do not count part of the 12 monthly payments allowed.
What is the document the has every single detail about the financing information of the vehicle ?
Contract
What does POA stand for ?
Power of attorney
Why does a CCS block happen?
2 reversed payments in 6 months
Vehicle Repossessed
Specific reason submitted by supervisor
What do we need to receive so we can process a refund ?
How many types of statements are there and how many days before the due date is it sent ?
2, paper and electronic ... and 21 days
What does CVL mean?
Commercial Vehicle Lending
What is the form SSA-89?
The form to have the SSN updated when it is more the 2 incorrect numbers or it has been completely changed.
Mention 3 reasons when we can submit a PTP?
The due date is today.
+1 days past due.
Any pending fee on the account.
If they call to make a payment before his/her due date, on the same day of the call.
If they will be making the payment within the following 15 days.
If they call to make a payment towards the Miscellaneous or Late fees.
How many days does it take to send a refund or overpayment back to the customer ?
21 days
What is CCET ?
Mandatory escalation complaints