Inbound call
We need this every call prior to disclosure
First and last name
What is needed prior to disclosure?
First and last name of customer verified
Hello,
My name is Khalifa my account# is 123456789 and my address on file is 101 rocky road, Fresh Kentucky zip code is 75052. I was giving a call back today to check on the status of my wear and use dispute
No, we didn't get a full name and didn't get either last 4 of ss, Phone number, Email, or DOB
What must we ask for First prior to processing a check by phone?
Are you an Authorized signer on the account?
Good Morning, my name is Charles Crawford. I received a Final Bill on my lease account 112728172839 last year and paid it in full. Now I am receiving a letter saying I owe property taxes. The issue is that it has reported to credit because it was sent to my old address 5472 Lake Lindero Dr Agoura Hills CA 91301 (the address on file). I need my credit corrected now! I am in the middle of purchasing a new car and my loan is not being approved as a result of your company's error!
No
What are the Two ways we can search an account?
Account # and Full social
We call the office number, a receptionist answers and states Mr. smith is not in office, What would be our next steps?
Ask if she can provide Mr.smith our call back number
Hello,
My name is Wiley Khalifa my account# is 123456789 and my address on file is 101 Black and yellow LN , Pittsburg, PA zip code is 75052. I also wanted to give you my New home # 972-246-7163, but I was giving a call back today to check on the status of my title being released.
No, We didn't get one of the following
Last 4 of ss
Phone# on file
Email on file
D.o.b
What phone # do we provide when taking a check over the phone?
877-203-5535
My name Shan Handsbur. I want to dispute the amount due for the property tax. I only had the lease half way through the year! It is unfair to charge me for a full years worth of property taxes. My address is 212 East St. Santa Monica CA 91565. My social ends in 7392. I need the bill adjusted or else I am not paying anything.
Yes! The customer verified their name, full address, and social
If the customer provides us their Full social, What is the next piece of information we should ask for?
Address on file
What are the Types of authorized individuals?
Customer (Borrower or Co-borrower), Spouse of a customer, POA or attorney
Hello, my name is Jane Smith. I am calling in reference to account number 112567748321. It is under my father's name, Andrew Villafana. His social ends in 5473. I am the power of attorney for my father and I have already sent documents proving so. I have been in contact with your office about getting his balance paid off. I set up a payment plan as well. Unfortunately my father passed away a couple months ago and I am just wanting to know the remaining balance left so I can pay the account in full.
No , POA is no longer valid
What must we advise the customer on prior to processing a check by phone?
Customer of the processing fee ($0.00 or $10.00 if applicable
I am calling to tell you that I sent a payment in full for account number 112839182934. My name is Rafael Lopez and I co-signed on that lease with my dad Mark Lopez. The phone number on file is 412-589-2018. My dad also co-signed on account 1129487372192 with my brother George Lopez. I need to know the balance on that account so I can pay it over the phone now.
No, Ralph did not sign on the other lease
The customer provided their account # but does not remember any of their phone numbers on record and does not have an email address on file, What could the customer provide to be verified
Last 4 of ss# or Date of birth
We call out to home # on file, we ask for John smith. A women states i'm Mrs.Smith. Are we able to disclose information?
no, we are still needing to Confirm Relationship.
Hey, this is Spencer Basham with Epic Chevrolet in Westlake Village California (the grounding dealer on file) I have a mutual customer who is saying you are charging him for excess wear. Their account number is 112342849583, and their social ends in 3425.
Yes
What must we provide each time we process a payment?
Confirmation # and call back number
Hey my name is Michael Idumah. I am calling to see if the claim I submitted on my excess wear charges has been processed. My address is 3212 Rainbow Dr in Powhattan Virginia and my date of birth is November 5th 1968. Are you able to confirm you received the insurance check and set the remaining balance on a payment plan?
No, we need the zip code
The Customer provided us their full social but does not remember their address on file, What could the customer provide to access the account?
The account #
We call the mobile number on file, we ask for Mrs. Smith, a man answers and states that's his mom and that he is The POA, and asks how can he help?
What would be our next steps?
This is Justyn Gomez with Gomez and Garza Law Firm. I am representing our mutual client Jimmy Bui. His account number is 172827361 and his social ends in 4839. The lease agreement stipulates that the yearly mileage allotted is 12,000, but it does not detail how many miles are allotted per month. We are disputing the mileage charges. Since my client entered an agreement for a lease term 39 months in length, and there are only 36 months in three years, he is entitled to another years worth of mileage!
Yes
What must we confirm when setting up a check by phone?
routing number, account number, and bank name, the billing address for the checking/savings account being used
Hey my name Jacob Gauthier. I am calling on behalf of my mother Patricia Robertson, account number 112438754983. Her social ends in 3829. She called this morning and gave authorization for me to call and speak on her account (the account is notated that the borrower authorized us to speak with Jacob). I am wanting to know why the excess miles fees are so high, since she purchased a policy that covers 1,600 in excess miles. I also want to know why she is being charged for worn tires when the tires had a warranty that guarantees they will last over 50,000 miles.
No, the customer must be present on the call