Billing
Name 4 things you would see on a bill
Customer Usage, EAC/AQ, Current Balance, Tariff Prices, Meter Readings, Payments
What is a change of tenancy?
When the liability has changed to someone else for a property.
What is a Sole Trader and how would this look like on Kraken?
A sole trader runs their own business and is responsible for any losses or profits that the business makes.
Prefix and Full Name T/A...
Name 3 payment methods
Card, Bank Transfer, DD, Cheque and Post Office
What is a TPI?
Energy consultant that works as the 'Middle Man' between us and the customer, they can advise on anything such as Contract prices and any administrative queries.
What 3 things do we need in order to bill a customer?
Meter Readings, Tariff Details, MTD's
What should you never do when processing a Change of Tenancy on the new SME account?
Leave the new account under 'The Occupier'
Who is responsible for the bills in a Limited company?
The Whole Company
What is the difference between a fixed DD and a variable DD?
A fixed DD is a set amount a customer pays each money to cover their bills and any outstanding debt whereas a variable DD is when a customer pays the bill amount and this amount can be different each month
What does the customer sign to give permission to the TPI to act on their behalf?
LOA (Letter Of Authority)
What is the difference between a credit note and a credit balance?
A credit note is used to cancel off a charge that has already been issued to the customer whereas a credit balance is a credit that the customer has accumulated on to their account and this can be refunded to them.
Name 6 things you need to ask the customer when processing a Change of Tenancy
Date of Move, Who is the new responsible party, Landlords Name, Final Meter Read, Forwarding Address, Attempt of Payment, Contact details, Have they got another property they manage, Is it going to SME or Res or vice versa, Any Outstanding Debt
Rosh's Cakes Ltd and Rosh's Cakes Limited, are these the same company?
No, as they may have different company reg numbers.
Give examples of when we run a Payment Adequacy
Contract Renewal, Customer moving to out of contract, Refunds or Debt Transfers, Deemed Contract, Customer Driven Change
What is a Sub Broker?
A Sub Broker is an agent of a broker, working with the client on their behalf.
What is a billing gap?
It is when some billing data is missing due to a missing reading or a Kraken Error.
Name 4 things that would indicate a 'Risky COT'
3 Months or more of unpaid bills
Large Debt balance
Multiple Claims of COT
Multiple claims of different Landlords
Multiple COS requests
Conflicting Dates
COT request within 6 months of TPI Contract being agreed
Historic contract price complaints
Name 5 tools you can use to check entities
Companies House, Trust Pilot, Google, Facebook, Charity Commission, OpenCorporates, GBG investigate, Scottish Charity Register, Just Eat/ Uber Eats
If the customer says they cannot afford the Fixed DD amount when the PA has been ran, what percentage can we reduce it by?
10%
Name 3 things a fraudulent broker would do when calling us when trying to access a customers account.
Reluctant to give info
Caller attempts to steer conversation to avoid GDPR
Only has MPAN/MPRN
Takes a while to confirm info
When is a customer eligible for a Back Billing Assessment and what does it mean?
If we have not produced a bill, have incorrectly billed or failed to reassess a Direct Debit for more than 12 months then a back bill adjustment may be applicable if the corrected bill results in a debit balance and an assessment will be required.
A supplier can’t ask for additional payment for unbilled energy used more than 12 months before the errors are detected and a corrected bill’s sent.
What is the Land Registry used for?
A land reg is where we can pull property information through such as who is the owner (freehold) and who is leasing the property (lease holder). This is a great tool to use for verifying change of tenancies, contracting parties and updating occupier accounts, but how can you obtain this information.
What is an Unincorporated Association and what are some examples?
An unincorporated association is an organisation that arises when 2 or more people come together for a particular purpose but decide not to use a formal structure like a company.
Clubs, Societies, Trusts, sports clubs
Name the steps of processing a Repayment.
1 You have had the relevant conversations with the customer surrounding seasonal fluctuations and payment adequacy reviews
2 Complete the Fraud/money laundering checks
3 Check the account has been billed correctly
4 Check the method of the refund you are requesting
What is a Unit Rate Uplift?
It is the commission the TPI receives for the contract and is the extra Pence Per kwh the customer pays on top of their unit rate