Sykes Agent Online Assessment

Since the rebranding on August 23rd, all specialists are required to offer the website to customers as www.ally.com, regardless of whether the customer is redirected to gmacfs.com. This means that regardless of the initial URL, the specialists must ensure that customers are ultimately directed to the www.ally.com website. Therefore, the statement "True" is correct.

The given statement is explaining a new feature that has been added for specialists to end a call. The purpose of this enhancement is to eliminate the manual transfer process to a survey. This means that specialists can now simply click on the "Release Call" button to end the call, and the system will either disconnect the call or automatically transfer the caller to a survey if they choose to participate. Therefore, the statement is true.

To request a lien release in Arizona, two things are needed: the lien amount and the lien date. The lien amount refers to the amount of money owed on the lien, while the lien date is the date when the lien was established. These two pieces of information are necessary to ensure that the lien is properly released and the title is clear of any encumbrances. The other options, VIN (vehicle identification number) and name on the title, are not specifically required for a lien release request in Arizona.

To request a Kentucky lien release, all the information except for the VIN and year, make and model of the vehicle is needed. This includes the lien date, notation number, and the name of the county where the lien was filed.

To verify a customer calling for a commercial account, you can ask for the address and phone number on the account (option A), ask for the caller's name and position in the company (option C), and ask for the last 4 digits of the TIN (option D). These methods can help confirm the caller's identity and ensure that they are authorized to access the account. However, getting the last 6 digits of the VIN and the year, make, and model of the vehicle (option B) may not be relevant or necessary for verifying a commercial account, making it the exception.

A lien is a creditor's claim against property that is used as collateral to ensure that the debtor fulfills their payment obligations. This means that if the debtor fails to repay their debt, the creditor has the right to take possession of the property to satisfy the debt.

The correct answer is "All of the above" because when you recap, you should provide timeframes to give a clear understanding of when things need to be done, check for understanding to ensure that everyone is on the same page, and provide next steps to outline the actions that need to be taken after the discussion. By doing all of these things, you can effectively summarize and reinforce what has been discussed.

Suspending Direct Pay means temporarily stopping the drafting process, while delaying Direct Pay means no changes will be made except for a note to draft a few days after the customer's scheduled due date. In other words, suspending involves a temporary halt, while delaying involves a slight adjustment in the timing of the draft.

The correct answer is both B and C. This is because option B states that there is a 10 business day hold for non-certified funds before processing the title, while option C states that if the customer sends certified funds, there will be no hold time. Both options B and C also mention that processing the title takes 2-3 days, followed by 3-5 days of mailing time. Therefore, both options B and C provide accurate information about the time it takes for the customer to receive his title after paying his account off.

In order to verify if GMAC has the title or the lien, you would look up in the "ai" section of CARS.

The proper hold/transfer procedure includes asking permission from the customer, setting a timeframe, informing the customer of the reason for the hold, getting back to the customer within the given timeframe, and thanking the customer for staying on the line. This ensures that the customer is aware of the situation and feels valued throughout the process.

The correct answer is 3 ways because the customer can enroll to Direct Pay through Direct Pay forms only, through the website (online) only, or through both Direct Pay forms and the website.

The correct answer is to document the payment information in CCC, make a PTP (Promise to Pay), attempt to collect the payment for the late charge, and advise the customer of the late charge due and the late charge policy. This option includes all the necessary steps to handle the situation appropriately, ensuring that the payment promise is documented, the late charge is collected, and the customer is informed about the late charge and the policy associated with it.

The correct CSAT spiel is "Mr Smith, if you opted to take part in our Customer Satisfaction Survey at the beginning of the call stay on the line and I will connect you." This option clearly states the condition for the customer to participate in the survey and offers to connect them accordingly. It does not assume the customer's preference or make any assumptions about their rating.

Telling the customer what we can do today is the correct answer because it demonstrates transparency and honesty in communication. By informing the customer about what can be done immediately, it sets clear expectations and avoids any misunderstandings. It shows a proactive approach in addressing the customer's needs and finding solutions in a timely manner.

The correct answer is "ai". This suggests that the screen in cars that you will check on the customer's past due history is the "ai" screen.

The correct answer is "Check your Posture, Attitude, Smile." The three point check refers to the practice of checking your posture, attitude, and smile before interacting with a customer. This is important in customer service as it helps create a positive impression and demonstrates professionalism. By ensuring that your posture is upright, your attitude is positive, and you have a pleasant smile, you can make the customer feel valued and build rapport with them.

When a customer wants to cancel their insurance, it is best to refer them back to the originating dealership. This is because the dealership is responsible for handling the insurance policies and can assist the customer with the cancellation process. The dealership will have the necessary information and resources to properly handle the customer's request and ensure a smooth cancellation experience. Referring the customer to Van Wagenen, the insurance company, or the Dealer Service Center may not be the most appropriate option as they may not have the necessary authority or knowledge to handle the cancellation effectively.

Noting a payment promise is done to ensure that collections will not contact the customer for the expected payment. This means that once a payment promise is noted, the collections department will not reach out to the customer regarding the payment, as it has been acknowledged and recorded. This helps in maintaining good customer relations and avoids any unnecessary communication or inconvenience for the customer.

The correct answer is true, provided that no information will be given out. This means that even if the caller is not verified, a lien release can still be sent to a paid-in-full account. However, it is important to note that no additional information should be provided to the caller in order to maintain security and privacy.

Customers can request their payoff amount through multiple methods, including online, from a live representative, and through the automated system. These options provide convenience and flexibility for customers to easily obtain their payoff amount.