Collection Strategy
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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.
- 1.
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What is the best Collection strategy for this scenario?Customer cannot make any payment.- A.
Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days
- B.
Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days
- C.
Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40
- D.
Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40
- 2.
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Customer will be making 3 installments from 6/1 and 6/12. How much will be computed for the Payment Arrangement?- A.
$200.58
- B.
$502.63
- C.
$302.05
- 3.
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What is the absolute minimum payment customer should make today if customer will be given a Payment Arrangement and Temporary Increase in SL?- A.
$169.82
- B.
$40.00
- C.
$44.82
- 4.
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Is this customer eligible for a PA? if yes, how much? if not, why?- A.
No PA because customer cannot be fully authenticated since account has no PIN, only Passcode
- B.
No PA since debt age is less than 60 days
- C.
Yes - $80.33
- D.
Yes - $160.72
- 5.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:
- A.
SLEXCE
- B.
SLXVH
- C.
SLXCE
- D.
SLEXVH
- 6.The following are reasons why account cannot be given a PA, except:
- A.
Account is open less than 90 days.
- B.
Account WO Risk is VH, H or Empty
- C.
Account has a DCK (Dishonored Check/Chargeback) in the past.
- D.
Account debt age is greater than 60 days.
- E.
Hold Auto is already checked, escalate these to a supervisor.
- 7.If account is suspended and you want to manually restore the account you must do the following in the right sequence:
- A.
Setup PA / remove hotline / restore the BAN
- B.
Setup PA / restore the BAN / remove hotline
- C.
Restore the BAN / remove hotline / setup PA
- D.
Remove hotline / restore the BAN / setup PA
- 8.When setting up a Payment Arrangement, customers must always follow the amount dictated by the system- after pressing the Calculate button.
- A.
True
- B.
False
- 9.You can cancel and re-create a PA once a customer misses atleast 1 installment on the current arrangement.
- A.
True
- B.
False
- 10.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 _____.
- A.
The next 6 months
- B.
Next month
- C.
Next billing cycle
- D.
End of the billing cycle
- 11.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?
- A.
Yes - so that customer's account will not be restricted if she does not make anymore payment for the 2nd installment
- B.
No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed
- 12.The temporary increase in the Spending Limit is ____ per BAN.
- A.
Minimum $40
- B.
Maximum $40
- C.
$40
- D.
$100
- 13.When granting a temporary increase in SL, always inform the customer that they must pay ____ within 7 days otherwise account will be restricted.
- A.
The total balance due
- B.
Atleast $40
- C.
$40 + any amount that will keep you below the SL
- D.
$40 maximum
- 14.When manually restoring an account from suspension due to non-payment, select ___ code to charge the reconnection fee.
- A.
PYMT
- B.
TN
- C.
TM
- D.
PYNT
- 15.Memo code used when granting a 2-day extension.
- A.
SLEXVH
- B.
CO26
- C.
SLEXCE
- D.
CO27
- 16.What SOC will be displayed if account is restricted for excessive or high usage?
- A.
ECHOTLINE
- B.
HIGHTOLL
- C.
HOTLINE
- 17.
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What is the current status of this account?- A.
Account is suspended for non-payment
- B.
Account is suspended due to fraud
- C.
Account is suspended due to excessive usage
- D.
Account is suspended due to exceeding the spending limit
- 18.
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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?- A.
Give the customer a 2-day extension for the full balance
- B.
Give the customer a temporary increase in SL
- C.
Setup a PA for the Past Due
- D.
Setup a PA for the Past Due, and settle any amount exceeding SL via payment and/or temp increase in SL.
- 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?
- A.
Setup a Payment Arrangement for the past due
- B.
Grant a Temporary Increase in SL for the amount in excess
- C.
Grant a 7-day extension for the amount in excess plus any amount that will take them below SL
- D.
Grant a 2-day extension for the amount in excess plus any amount that will take them below SL
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