Part 1
Which of these can a customer not do on the website?
Change their name
Request transponders
Add a new vehicle
Edit billing information
Change their name
When a transaction status is at NOTDEC is it getting a civil penalty fee?
No
Do we create a case when there is a class mismatch?
No we adjust it to the right amount
How many vehicles can a customer have on a Private E-ZPass account?
10
What are some of the ways you search for a customer's account in Integrity?
License plate
Transponder number
Name
All of the above
All of the above
What should we do before sending a Request Receipt Profile for a customer?
Confirm that the email address on the account is accurate.
Where do CSRs dispute a transaction?
Transactions tab or Unpaid Tab
Where in integrity do we make UUCT credit adjustments?
Transaction tab
Can a customer replenish their account via the DriveEzMD website?
Yes
Which of the following cannot be done from the contact tab of a customer's account?
Add an additional contact
Add or edit an email address
Add credit card information
Add a new phone number
Add credit card information
Where can you change a customer's replenishment amount?
Billing Tab
What do we do if a customer who received a DSNN calls requesting another DSNN?
The waiver grace period is in place
How many Transponders can a Hatem account have?
4
Where can you find the status of an account?
Top right corner of the account
What is the first step of the escalation process?
NOTD
When can a customer request a court hearing?
Before the due date of the citation
What do we use as Identification number for an additional contact if the caller is unaware of the Identification number
ID01
Which replenishment type changes based on the travel habits of the customer?
Variable
What accounts can be converted?
A. Un-registered Video Toll
B. Pay by Plate
C. Hatem A
D. Private
E. All of the above
F. A, B, C
A, B, C
How many times can a customer postpone a court hearing?
Once with us and then subsequent requests with the district court
How many times can a customer get a UUCT credit adjustment?
Once per lifetime of transponder
Are discount plans account based?
No, they are transponder based
Where can we add a discount plan on an account?
Vehicles/Transponders tab
What account types do not get statements? (select all that apply)
Hatem A
Pay-by-Plate
Private
Business
Hatem A
Pay-by-Plate
If a customer has a Private E-ZPass account with a negative balance do we offer them a waiver? (assuming the customer is eligible for one)
Yes if they bring the acct out of the negative