Call Flow & Portal Intro
When do you need to leave a note on the lease?
Every time you enter the lease!
What are the two ways a retailer can have a customer apply through merchant portal?
Directly through the Merchant Portal by clicking on the "Start Application" button
Sending them a link to apply (you can use this one as well)
DOUBLE JEOPARDY
What is the script you read if a customer is asking about their denied or rejected lease? (must be exact)
"The application has been denied at this time. For your security we have limited information in regards to the denial. You will be receiving an adverse action notice by email within the next 10 business days with more details. Thank you."
Where can you find a retailer industry list of leasable item examples, extras, and hard no's?
The Leasable Items sheet
What is the hashtag you leave as your note if you receive a "No" text?
DOUBLE JEOPARDY
Which email do you give to customers and merchants when they need to email the department?
leases@acimacredit.com
Where can you find the Payment Calculator in Portal?
On the bottom of the merchant portal homepage
Remember to go incognito!!
Which approval status only is used for Wayfair? What condition is it needing completed?
Approved Awaiting Income Attributes
Their income information just needs to be added to the lease - this is usually completed by the customer on their phone.
What is the easiest and most common way to satisfy a BAV?
If you call a customer and they have not received their items but have an estimated delivery date, what do you do?
Have an LP or Floor Sup put it in Pending Delivery with the correct delivery date. Make sure to notate with #VODNoDel
What three things do you need to verify from the customer before you can speak on the account?
1. Full Name
2. Date of Birth
3. Last Four of their SSN
If a customer needs the KIQs re-sent to them, what are the two ways they can receive them and from where can you send them?
Text - from Portal and Merchant Portal
Email - from Merchant Portal only
Since all applications are retailer specific, explain which cases we can re-submit the application and which cases they need to re-apply.
If the new retailer is the same industry, we can re-submit as long as they haven't signed the lease agreement
If the retailer is a different industry, the customer needs to re-apply as long as they have not signed the lease agreement. You can send them the link to re-apply
What must you do after you reject a condition?
Call the retailer to advise of rejection and leave a note!
DOUBLE JEOPARDY
Name the 5 Delivery Statuses. Double points if you list what each status means.
Awaiting Delivery - Waiting for retailer to confirm delivery
Future Delivery - Retailer confirmed delivery for future date
Pending Delivery - Retailer confirmed delivery, customer has not received merchandise
Awiting VOD - Retailer confirmed delivery, we need to confirm with the customer
Open Ticket - Retailer confirmed delivery, the customer is missing items or received damaged items
Between what times can you call a customer?
Between 8 AM and 9 PM in their local time zone
In which two cases can we approve the Verification of Lease Payoff condition?
If the lease status in LMS says "PURCHASED"
If the lease status in LMS says "PURCHASE INITIATED" and the purchase payment is $500 or less
Walk through the process for providing a 4-digit code.
The code must be given off the customer's or retailer's phone number on file
Verify customer, if on retailer's phone, complete a full VCI
Read the 4-digit code script verbatim
Provide the customer the 4-digit code
Make sure you leave your notes including #4DigitOverPhone
When reviewing an SLA, what are you looking for?
Looking to ensure retailer is not trying to lease Hard No items for their industry and that there are not just extras on the lease
The description should not be vague and should include all items on the lease, i.e. no "sets"
In what cases can you (the processor) cancel a lease?
Hint: there are two cases
If the customer has not paid the initial payment and it is still in awaiting signature. (for ecom as long as they have not paid the initial payment)
OR
The customer does not have any merchandise and the retailer has given their okay for it to be cancelled
What are the rules if the Name, SSN, or DOB are off?
If the name is off by 1-2 digits, we can update it in Applicant Details tab.
If the DOB is off by 1-2 digits, we can leave it and notate the lease with the correct DOB.
If the Name or DOB is off by 3 or more digits, the application must be re-submitted.
If the SSN is off at all, it must be resubmitted.
What is the procedure when a customer says they have a pre-approval? How many days is it good for?
Have them FORWARD the email to leases@acimacredit.com and we will review it.
Once a pre-approval has been uploaded, have an LP/Floor Sup review it.
Pre-approvals are good for 60 days.
Walk through the process of updating a customer phone number.
Search the new phone number in portal and LMS
Inform the retailer of the process
Leave your note including OG phone number
Cancel the application, edit app, update phone number, re-run app
If approval drops or denies, request that Floor Sup or LP to bring it back
Break down the 70/30 policy.
At least 70% of the invoice must be leasable items and a maximum of 30% can be extras.
Leasable items must be Tangible, Durable, Consumer Goods, Returnable, and retain Residual Value
Extras consist of items that are used alongside leasable items but are deemed a little riskier. Extras must pertain to the qualifying leasable part.
Walk through the cancellation flow if the lease is past Awaiting Signature
If the lease is funded and they have their merchandise, transfer to customer service
If the lease is not funded and there is not a cancellation banner on the lease, processor calls retailer to see if they give the okay.
If the retialer says no, or they don't answer, processor submits the cancellation request, emails the MSR, leaves a DETAILED note.
If they say yes, processor encourages the retailer to cancel the lease or cancels for them and leaves a detailed note including the retailer's name