Where do I find?
Where do I go to see if a customer has signed their modification?
Modification tab- view modification history.
How do I add notations to an acct successfully?
What is the first step to complete a Modification case?
Confirm eligibility under the Modification tab
After every call ends ________starts.
ACW
IB Call:
cx- I called yesterday and said I was going to make a payment tomorrow. Can I change that arrangement to Friday? I can set it up with a debit card.
After negotiations, what would be the next case you start?
Payment management case to update payment method
Where are the 2 places I can try to locate a pending payment?
1. Under the Transaction summary-> upcoming payments
2. Under the Payment management case
How do I properly verify a customer?
Pass - first/last name
Pass- Last 4 or YMM
Customer calling in to make a payment today for a PTP that was scheduled for next week.
How do I complete the process?
Manage payment case- update a payment- adjust payment method to secured method and confirm correct date.
If I cant find the necessary template, I should always check______.
Knowledge articles
Your manager asks you for the account number of your last interaction. Tell me how you would locate that information in Pega.
Home screen- select the clock- select recents- select interaction
Where do I find the customers account summary?
On the front screen
How would you calculate a same day payoff quote for the account provided:
$7,386.99
An OB call was made to a verified customer. He responds by saying I no longer want to receive calls, I'm not the one who pays for this vehicle"
Would you DNC this account? Which selection would you pick if so?
Yes! selecting the irrelevant call content
You have ____ seconds after RPC ends before you're eligible for the next call. Alternatively, you have ___ seconds after a call with NO RPC.
60, 15
CX calls in wanting to know how many months they have completed in their loan?
Acct # provided
- pending
Customer is wanting to know how many fees have been paid since they have been in the loan. Where do I find this information?
Acct to be provided
Account details- Fee summary
How do I find which due date the last payment was applied to?
See leader for acct #
Transaction tab- expanded- under current due date column
Customer is enrolled in AP but wants to change their due dates. What is process?
Start DDC case, ensure disclosure confirms AP cancellation.
Before finishing a call you must make sure each case has been resolved _____ or resolved ____.
completed, cancelled
Where could I find the total amount of payment extensions completed for a customer?
Under Transaction tab- Transaction list- filter transaction type for extensions to show total payments deferred.
How do I find the knowledge article with the repo rules eligibility?
Type in the product line you work for (ie. DT or CV)
Pega will require payment in _____ to clear a due date, where legacy will only require _____.
Full, ATR
Verified customer wants an extension, they're eligible!
Walk us through how you would submit the modification.
Add a case- select past due, fill in dates, fill in payment details, read disclosures, submit