Cfs Resolving Problem

19 Questions | Total Attempts: 72

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Cfs Resolving Problem

Answer questions regarding :- Dispute Codes matrix - process for opening, viewing, and updating disputes. - adjustment. - refund follow-up. - queue for customer issues


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Questions and Answers
  • 1. 
    Opening a dispute allows Sprint time to research the issue and gives the customer a ______ reprieve from the disputed amount due—until the issue can be researched
    • A. 

      Temporary

    • B. 

      Permanent

    • C. 

      Constant

  • 2. 
    When a dispute is logged, Ensemble checks the dispute box with an 'X' to let all Sprint representatives know that there is an open dispute on the account.  This box is found in the ____
    • A. 

      Financial Summary

    • B. 

      BAN Header

    • C. 

      Collection Screen

  • 3. 
    If there is a dispute, customer only needs to pay ______ to avoid service interruption.
    • A. 

      Full past due balance

    • B. 

      Disputed balance

    • C. 

      Undisputed past due balance

  • 4. 
    OCA escalation
    • A. 

      Lead Escalation

    • B. 

      Care

    • C. 

      One touch queue

  • 5. 
    Dispute code for : Payment made over the phone through CFS using a check or savings account 
    • A. 

      PAYCOM

    • B. 

      PAYREP

    • C. 

      PAYPRE

  • 6. 
    Maximum posting timeframe for: Non-Sprint Store (i.e., Grocery Store, etc.) - cash
    • A. 

      72 hours

    • B. 

      48 hours

    • C. 

      4 hours

  • 7. 
    Maximum posting timeframe for: Global Express payment service
    • A. 

      72 hours

    • B. 

      48 hours

    • C. 

      4 hours

  • 8. 
    Maximum posting timeframe for Check Payment mailed to Sprint Lockbox
    • A. 

      4 days

    • B. 

      7 days

    • C. 

      10 days

    • D. 

      15 days

  • 9. 
    No Need to create a dispute for the following except:
    • A. 

      When the customer is disputing an amount that can be adjusted by CFS such as, late fees or reconnection fees.

    • B. 

      When there is a cash dispute and the One Touch queue is available.

    • C. 

      When there is already an open dispute for the customer's issue and the customer wants to add additional information to the dispute.

    • D. 

      None of the above

  • 10. 
    Escalate a dispute for the following reasons: (Select all applicable)
    • A. 

      Customer insists on escalating a dispute that has been open and unresolved for five business days or greater.

    • B. 

      Customer states that he or she will cancel his or her Sprint account.

    • C. 

      Customer insists on escalating the issue to an executive level.

    • D. 

      None of the Above

  • 11. 
    The dispute was closed by Cash receipts.
    • A. 

      REFUSAL

    • B. 

      CREDIT MODACT CONTACT

    • C. 

      POSTED

  • 12. 
    The dispute was closedwhen a credit is posted.
    • A. 

      REFUSAL

    • B. 

      CREDIT MODACT CONTACT

    • C. 

      POSTED

  • 13. 
    A reversal of a charge on a customer's account
    • A. 

      Dispute

    • B. 

      Adjustment

    • C. 

      Follow up

    • D. 

      Credit

  • 14. 
    Select the  types of common charge level adjustments:
    • A. 

      Activation fee

    • B. 

      Late fee

    • C. 

      Nsf fee

    • D. 

      Connection fee

  • 15. 
    There is a $100 limit to adjustments that you can make as a Collections representative. Any adjustment over $100 must be be completed by _____
    • A. 

      Care

    • B. 

      Supervisor

    • C. 

      CFS rep

  • 16. 
    Adjustment Review Flag
    • A. 

      Profile

    • B. 

      Financial SUmmary

    • C. 

      BAN Profile

    • D. 

      Agreement

    • E. 

      Features

  • 17. 
      If approved, customer receives the refund within ______ calendar days when sent via regular mail.
    • A. 

      1-3

    • B. 

      7-10

    • C. 

      10-14

    • D. 

      10-15

  • 18. 
    Refunds cannot be issued to  ____.
    • A. 

      Credit Card

    • B. 

      Debitcard

    • C. 

      Check account

    • D. 

      Savings account

  • 19. 
    For refunds, create a follow up using code
    • A. 

      COLL

    • B. 

      RC02

    • C. 

      CC03

    • D. 

      N/a