Collection Strategy

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

    • PYMT
    • TN
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    • PYNT
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Collection Strategy - Quiz
About This Quiz

Answer questions regarding:
Basic collection strategy. How to locate appropriate customer information. Health Check/Call Triage Job Aid. How to restore an account that has been suspended. How to remove a hotline from an account. Guidelines for negotiating payment arrangements and spending limit increases. How to apply the PA Negotiating Matrix. How to employ the Required Payment Calculator. How to access archive records with the Customer Replication File.

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  • 2. 
    What is the current status of this account? - ProProfs

    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

    Correct Answer
    A. Account is suspended due to excessive usage
  • 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? - ProProfs

    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.

    Correct Answer
    A. 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

    Correct Answer
    A. $40
  • 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

    Correct Answer
    A. Restore the BAN / remove hotline / 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?

    • Yes - so that customer's account will not be restricted if she does not make anymore payment for the 2nd installment

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

    Correct Answer
    A. 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

    Correct Answer
    A. Next 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

    Correct Answer
    A. SLEXVH
  • 9. 

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

    • True

    • False

    Correct Answer
    A. 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

    Correct Answer
    A. False
  • 11. 
    What is the best Collection strategy for this scenario?Customer cannot make any payment.   - ProProfs

    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

    • Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

    • Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

    Correct Answer
    A. Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40
  • 12. 

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

    • ECHOTLINE

    • HIGHTOLL

    • HOTLINE

    Correct Answer
    A. HIGHTOLL
  • 13. 
    Customer will be making 3 installments from 6/1 and 6/12. How much will be computed for the Payment Arrangement? - ProProfs

    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

    Correct Answer
    A. $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

    Correct Answer
    A. $40 + any amount that will keep you below the SL
  • 15. 
    What is the absolute minimum payment customer should make today if customer will be given a Payment Arrangement and Temporary Increase in SL? - ProProfs

    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

    Correct Answer
    A. $40.00
  • 16. 
    Is this customer eligible for a PA? if yes, how much? if not, why? - ProProfs

    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

    Correct Answer
    A. Yes - $160.72
  • 17. 

    Memo code used when granting a 2-day extension.

    • SLEXVH

    • CO26

    • SLEXCE

    • CO27

    Correct Answer
    A. CO26
  • 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.

    Correct Answer
    A. Account has a DCK (Dishonored Check/Chargeback) in the past.
  • 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

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

Quiz Review Timeline (Updated): Dec 14, 2012 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Dec 14, 2012
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 28, 2009
    Quiz Created by
    Eydie
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