Collection Strategy

1. When manually restoring an account from suspension due to non-payment, select ___ code to charge the reconnection fee.

PYMT

TN

TM

PYNT

2. What is the current status of this account?

Account is suspended for non-payment

Account is suspended due to fraud

Account is suspended due to excessive usage

Account is suspended due to exceeding the spending limit

3. What is the best option you can offer to the customer to restore this account if customer can only make a minimal payment during the call?

Give the customer a 2-day extension for the full balance

Give the customer a temporary increase in SL

Setup a PA for the Past Due

Setup a PA for the Past Due, and settle any amount exceeding SL via payment and/or temp increase in SL.

4. The temporary increase in the Spending Limit is ____ per BAN.

Minimum $40

Maximum $40

$40

$100

5. If account is suspended and you want to manually restore the account you must do the following in the right sequence:

Setup PA / remove hotline / restore the BAN

Setup PA / restore the BAN / remove hotline

Restore the BAN / remove hotline / setup PA

Remove hotline / restore the BAN / setup PA

6. If customer has 2 installments for a Payment Arrangement but decided to make full payment on the first installment, do you need to cancel the remaining PA? yes/no - why?

No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed

7. If your customer calls after the installment is due, the PA will already be cancelled and labeled as failed. The customer is not eligible for a new PA until _____.

The next 6 months

Next month

Next billing cycle

End of the billing cycle

8. If a customer's account does not fit into the PA & Temporary Increase in SL guidelines, you may consider offering them a 2-Day Extension to get their services back on. Create a dispute with code:

SLEXCE

SLXVH

SLXCE

SLEXVH

9. You can cancel and re-create a PA once a customer misses atleast 1 installment on the current arrangement.

True

False

10. When setting up a Payment Arrangement, customers must always follow the amount dictated by the system- after pressing the Calculate button.

True

False

11.

What is the best Collection strategy for this scenario?
Customer cannot make any payment.

Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days

Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days

12. What SOC will be displayed if account is restricted for excessive or high usage?

ECHOTLINE

HIGHTOLL

HOTLINE

13.

Customer will be making 3 installments from 6/1 and 6/12. How much will be computed for the Payment Arrangement?

$200.58

$502.63

$302.05

14. When granting a temporary increase in SL, always inform the customer that they must pay ____ within 7 days otherwise account will be restricted.

The total balance due

Atleast $40

$40 + any amount that will keep you below the SL

$40 maximum

15.

What is the absolute minimum payment customer should make today if customer will be given a Payment Arrangement and Temporary Increase in SL?

$169.82

$40.00

$44.82

16.

Is this customer eligible for a PA? if yes, how much? if not, why?

No PA because customer cannot be fully authenticated since account has no PIN, only Passcode

No PA since debt age is less than 60 days

Yes - $80.33

Yes - $160.72

17. Memo code used when granting a 2-day extension.

SLEXVH

CO26

SLEXCE

CO27

18. The following are reasons why account cannot be given a PA, except:

Account is open less than 90 days.

Account WO Risk is VH, H or Empty

Account has a DCK (Dishonored Check/Chargeback) in the past.

Account debt age is greater than 60 days.

Hold Auto is already checked, escalate these to a supervisor.

19. What is the best option you can offer to the customer to restore this account if customer is willilng to pay the next day?

Setup a Payment Arrangement for the past due

Grant a Temporary Increase in SL for the amount in excess

Grant a 7-day extension for the amount in excess plus any amount that will take them below SL

Grant a 2-day extension for the amount in excess plus any amount that will take them below SL