Reso Additional Tasks

Customer Issues

100

Question: 

When forwarding a Fraud case to the FCRA Department, which email address should you forward the case to?

Answer: 

[e-mail]

200

Question:

What does "Probate" mean?

Answer:

The legal process of administering a person's estate after their death. 

300

Question:

Name 3 overall "Customer Issues" that the Resolutions team Handles

Answer:

- Fraud

- Bankruptcy

- Probate

- Income Reduction

400

Question:

There are 3 states in which our Customers are located, that could qualify for a reduction in their renewal payments due to involuntary Income Reduction. Which states are they?  (Without LDW or B+)

Answer:

California 

Pennsylvania

New York

500

Fill in the blank requirements for Income Reduction: 

CA and NY

Income is reduced by __% or more

After Customer has paid at least __ of the Total of Payments

PA

Income is reduced by __% or more

After Customer has paid at least __ of the Total of Payments

Requirements for Income Reduction: 

CA and NY

Income is reduced by 25% or more

After Customer has paid at least half of the Total of Payments

PA

Income is reduced by 25% or more

After Customer has paid 2/3 of the Total of Payments

Property Issues

100

Question:

Regarding Missing Merchandise, If a Customer has __% or more of the merchandise, Apay will remain on, and the payments will continue as normal 

Answer:

Fifty Percent

200

Question:

For Missing Merchandise, If the Retailer can deliver within 30 days we will follow the "__ __" steps

Answer:

BAD VOD

300

Question:

Which amount must you first offer the customer to pay in event of a customer confirming they broke an item by using it incorrectly

Answer:

The Residual Value of the Items

400

Question:

In which States is Acima responsible to maintain rented property in good working condition? (Without LDW or B+)

Answer:

California 

New York

Alaska

Arizona (sometimes)

500

Question:

What are the steps an agent will need to take to assist the Customer per the State Maintenance & Warranty requirements?

Answer:

1. Find out how the item was damaged

If it was due to improper use, Acima is no longer responsible. Agent will offer a Settlement

If it was due to proper use or natural disaster in CA and NY, agent will continue to step 2

2. Advise the Customer to get a quote from a repair company to fix the merchandise and email resolutions the quote provided

If the damage is due to natural disaster the Customer must send in proof (incident report, insurance information, fire report, police report)

3. Request via chat in the Teams Channel for a supervisor to approve the quote/report once it's received

4.  Credit the lease for that amount and advise the Customer after a Supervisor approves the quote/report

Lease Issues

100

Question:

Double Taxation is when a Customer is charged both tax in the Retailer's Invoice amount and tax with Acima's renewal payments. 

Which state is always allowed to include both?

Answer:

Hawaii

200

Question:

What is a Lease Adjustment?

Answer:

A Lease Adjustment is where we will need to either increase or decrease the invoice amount on a lease after origination. 

This results in an amendment to the previously assigned lease.

300

Question:

In cases of a customer Bundling with another leasing company, what happens in cases when the other company immediately cancels their lease first?

Answer:

We can leave the Acima lease open.

400

Question:

Name at least 3 scenarios that would require a Lease Adjustment

• The item shown within the "Property Description" and or documented on the lease is not the correct item the Customer is actually leasing.

• A Customer advises us they are getting double taxed due to the Retailer having already included the tax within the invoice 

• The Customer is missing/never received items that are listed on the lease

• The Retailer accepted an exchange/upgrade for the item(s) after the delivery. 

500

Question:

What are the steps to complete a BAD VOD?

Answer:

1. Place the Reso Flag on the account in LMS
   
   
2. Call the Retailer to verify the Delivery Date with them directly

• Retailer says they have delivered the item(s):
  • Customer is responsible to continue forward with the lease. No action taken by the agent.
    
    
• Retailer says they have NOT delivered the item(s):
  • Ask the Retailer when they will be delivering the item(s). 
    • More than 30 days in the future: terminate the lease and refund the Customer’s payments. 
    • Less than 30 days in the future: update the delivery date within LMS then proceed to step 3

3. Turn Off APAY & Enable Limited DNC Flag in LMS – Commuication Suppression
   
   
4. Call the Customer
   • Once we have confirmed with the Retailer that the item(s) are delayed, and they provided a new delivery date you must call the Customer and advised of their next steps as follows:
     
     
     • More than 30 days for future delivery: Inform the Customer we will have to terminate the lease and they will be receiving a refund for any payment made on the lease. If they would like to obtain another lease they would reapply.
       
       
     • Less than 30 days for future delivery:
       • Provide the new estimated delivery date the Retailer provided
       • Advise automatic payments have been turned off and their FEPO time frame will begin once they receive the property

Make sure you turn off APAY, active the Communication Suppression and updated the delivery date in LMS

RESO Leadership

100

Question:

Who is the Resolutions Department Manager?

Answer:

Torri Tamamasui

200

Question:

Who are the Resolutions Department Coaches?

Answer:

Angel "Dingo" Samora

Luisa Aguilar

300

Question:

Who are the Resolutions Department Supervisors?

Answer:

Irene Barrera

Isis Ugalde

400

Question:

If the Leadership Team is the last resource to use within the "Help Hierarchy" what resources should you use first?

Answer:

Doc 360

Microsoft Teams, Team Channel

Microsoft Teams, Main Dept Channel

Direct Supervisor

500

Question:

Name at least 5 responsibilities for Resolutions Leadership

Answer:

Coachings and one on ones for any performance areas not being met - numbers, unavailable time, QA, account errors, sup calls, etc.

Perform coachings and one on ones for needed development - spend time with all agents, shadow, live listen and provide goals and tips to increase performance.

Assist in Supervisor calls if the Supervisors are not available

Manage all new hire training and development

Assist in managing continued development and training for the floor

Assist in managing floor incentives, events, morale and games

Assist in managing audits and reporting for Resolutions - KPI’s, call avoidance, working rate, unavailable and more

Assist in managing Schedules, Time and Attendance, Approving Time Off and Point Accruals.

Acima Surprise

100

Question:

In general, which of the following Optimal Outcomes would be best?

Fresh Start

Return

Purchase SEPO if Past FEPO

Settlement

CU Plan

Restart

Answer:

Purchase SEPO if Past FEPO

200

Question:

If a customer is upset they were denied OTL after reapplying with the same bank, what should you do?

Answer:

Transfer the customer to the Processing Department

300

!!! DAILY DOUBLE !!!

Question:

When Acima Leasing began back in 2016, what was the original name of the company?

Answer:

Simple Finance

400

Question:

What are the 6 values of Acima's parent company Upbound? 

Answer:

Customer Centricity

Winning Together

Empowerment

Respect

Simplicity

Impact

500

Question:

What are the qualifications for a customer to be eligible for the Fresh Start Program?

Answer:

The customer MUST be more than 30 days past due.

The customer MUST make a payment today. The payment amount will vary based on days delinquent.

31-60 Days Delinquent = $75 payment or half of months rent (whatever is less)

- 61+ = $100 payment

The customer MUST be willing to update ALL information in LMS.

- Address. Home/Cell #, Email address, Pay frequency & next pay date. Update & fill in any missing information in LMS

The customer MUST be willing to add an ACH or new Credit/Debit Card on file for future payments (if there isn’t an active one already on file)

The customer MUST be willing to make the Fresh Start payment with a card on the same day. Payment must clear before the fresh start is initiated.

NOTE - past due NSF and late fees will NOT be added to the end of the lease.

Riddles

100

Question:

What gets bigger the more you take away from it?

Answer:

A hole

200

Question:

 My life can be measured in hours, I serve by being devoured. Thin, I am quick. Fat, I am slow. Wind is my foe. What am I?

Answer:

A Candle

300

Question:

What is more useful when it is broken?

Answer:

An Egg

400

Question:

What happens once in a lifetime, twice in a moment, but never in one hundred years?

Answer:

The Letter "M"

500

Say "Coast" 5 times

Spell "Coast"

Say Coast 3 more times

What do you put in a toaster?