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.
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
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.
Minimum $40
Maximum $40
$40
$100
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
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
The next 6 months
Next month
Next billing cycle
End of the billing cycle
SLEXCE
SLXVH
SLXCE
SLEXVH
True
False
True
False
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
ECHOTLINE
HIGHTOLL
HOTLINE
$200.58
$502.63
$302.05
The total balance due
Atleast $40
$40 + any amount that will keep you below the SL
$40 maximum
$169.82
$40.00
$44.82
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
SLEXVH
CO26
SLEXCE
CO27
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.
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
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