90 Day
When does 90 day start?
What are the payment frequencies offered by Uown?
Customer has both ACH and CC on for autopay - which one will process on their first payment?
ACH is default
When setting a payment arrangement, what two things need to be done?
1) Rate account as P
2) Cancel any pending payments
Customer calls in and says they received a settlement offer for $250. Where can this be viewed?
Docs tab
Which state is exempt from a reinstatement fee?
California
The customer says they do not have their lease agreement - what are two ways for customer to view?
Docs tab - resend
advise to log in to portal and view documents tab
Where would you find the last 4 of the card used in a specific transaction?
CC History
If a Tire Agent customer says they have not received their merchandise, where can you find tracking and how?
Find invoice # in notes, then go to tireagent.com/track
Where can customers provide proof/documentation?
docs@uownleasing.com
How much is a reinstatement fee on a contract with a full balance of $5000?
$500
Per the lease agreement, which is the only type of fee we charge?
NSF Fee (varies by state!)
Where do you add the reinstatement fee?
Due Amounts
What are the steps needed to complete if customer has filed bankruptcy?
Obtain attorney name and contact info
Chapter filing and case # if available
Send email to BK department
How do we verify identity on phone calls?
1. First and last name
2. Last 4 of SSN or DOB
What voids 90 day?
Missed, late, returned payments
When does the EPO expire?
It does not expire - can be paid up until the end of the lease.
If an account status says "Charged Off", what does that indicate?
Either a settlement OR sold to a 3rd party.
When do we offer settlements?
2. customer is seeking recovery (pick up)
3. hardships
What is the web address of the customer portal and how do customers log in?
email or phone number needed for verification code
What are the exceptions to losing 90 day?
Payment returned Q error or ACK, payment made but incorrectly allocated. ALL California customers under 90 day expiration.
How can the customer terminate the lease agreement?
By returning the merchandise to us through MR department. *Remember customer must be current up to the day* and email needs to be sent
When should you edit the due amounts and why?
NEVER! due amounts stay static-this is their autopay schedule according to frequency.
A customer paid off the account, but autopay ran again, what needs to happen next?
1. Request on teams to close account
2. Submit for refund to TL for review
What are the 3 allocation types?
Payment
Payment/EPO
EPO ONLY