Customer Service Inquiries PDF

Customer Service Customer Inquiries​ Handling Calls: Types of Inquiries​ In this lesson, we will go over some of the more difficult inquires a customer may have and how to handle them… Lesson 2: Lesson 3: Lesson 1:...

Customer Service Customer Inquiries​ Handling Calls: Types of Inquiries​ In this lesson, we will go over some of the more difficult inquires a customer may have and how to handle them… Lesson 2: Lesson 3: Lesson 1: Basic Intermediate Advanced Loan Pre-Qualifications Information Change Rewards Point FAQ Quoting a Customer Notification Customer Scenarios Reloan Wait Time Updating Customer Denying a Customer Information Wire Transfers Updating Email Address Customer Promotions Updating Bank Assistance Signing the Information Loan Agreement Updating Home Call Reviews Address Kudos Calls ACH Revocation Refunding a Customer Funds Not Received  Implied ACH Revocation Handling Calls: Updating Customer Information ​ In the next few slides, we will go over the different types of information a customer may want to update on their account, and the process agents should be following when updating that information. SSN Handling Calls: Updating Email Address​ To prevent fraudulent activity and to protect the customers information, all email address changes must be made through the self-service portal and cannot be updated with an agent. “For security purposes, we are unable to update your email address over the phone. To make any changes to your personal information on your application, you can do so by logging into your account through our website.” Handling Calls: Updating Email Address cont’d​ The agent can walk the customer through logging in if they are having trouble, If the customer insists on an agent making the change, or they cannot log into the self-service portal. Prior to this, the agent must send a message to the Customer Service Assistance Channel in RingCentral with the Customer Number and the information the customer provided to complete a skip trace. “If you are unable to update your information through the self- service portal on our website, I can send a request to our support team to get that information updated for you. Can you please confirm the information you would like to update?”  If the customer insists on an agent making the change, gives major pushback on completing the change in Self- Service Portal, or they cannot log into the Self-Service Portal (SSP), the agent must send a message to the Customer Service Assistance Channel in RingCentral with the Customer Number and the information the customer provided to complete a skip trace.  The agent must notate what number to follow up on, and the email address the customer would like to update to. Handling Calls: Updating Bank Information​ Customer service agents can only update bank information for customers who have received their funds and are in a “Current” status. For all other statuses, the customer must be transferred to the correct department.  If the customer calls in and would like to update their bank account information on file, the agent must advise the customer to update their bank information via the self-service portal. “Updating your bank information is simple, you can log into your account through our website and update the bank information on your account.” If the customer does not want to update the bank information via the self-service portal or is having trouble logging in, the information can be updated with the customer over the phone without any documentation.  The goal is to have the customer update the information in SSP and avoid having the agent update the information in Lendox. There are several banners that may populate when an agent updates the bank information, that may require assistance from a supervisor. In the next slides, we will go over how to handle these banners and what they mean… Verification & reacts have different requirements and may need a Decision logic to update the customers bank information. Handling Calls: Updating Bank Information​ If the customer requests to update their bank information, the agent can update the bank information with the customer over the phone without any documentation. Bank information CANNOT be updated through chat and can only be done if the customer is calling in. If the customer is unsure of their routing number, the agent is not permitted to search for the routing number on the internet for the customer. o The agent researching the routing number on their own can lead to them inputting the wrong information and the payment could be returned.  The agent must advise the customer to look for the routing number either via online banking or a The system will then run the bank information through data science, and a new window will pop up with a banner check. stating the status of the update. Please see below for the different statuses. If the bank information update is approved, it will display the banner below and the agent will proceed as normal. Handling Calls: Updating Bank Information (cont’d)​ If the bank information needs extra verification per data science, it will populate a “Decision Logic Required” banner. o The “Manager Approval” icon will populate next to the bank information on the verification page. o The agent will need to reach out to a member of management to approve the bank account update. If the customer’s bank information update received the response “Model API Response Decline”, this means the information the customer is attempting to use already exists in the system. The agent MUST send a response to the “Lendox Questions/issues” channel for further assistance. If the customer’s bank information update was “Failed” by the Accelitas, it will populate a banner stating “Accelitas API Call Failed”, if this happens, this means the routing number may be incorrect, the agent must have the customer confirm their routing number is correct. If the customer’s bank information update was “Denied” by Ribbit, it will populate a banner stating, “Ribbit Response Decline”. If this happens, this means we cannot fund this bank account, and the customer must provide new bank account information to be funded. Knowledge Check: All that apply​ ​ Handling Calls: Updating Home Address​ There will be times when the customer needs to change their home address. This can be updated upon the customer’s request unless it is one of the following: Denied DMC State If the customer requests to update their address to a If the customer requests to update debt management company (DMC). The agent must their address to a denied state: advise the customer that we are unable to update The agent must advise the customer their address to a business address. to send in a document showing their If the customer requests to update their address to name and new address to the portfolio a business address: customer service email or portfolio fax o The agent must advise the customer to send number. in a document showing their name and new The address will be updated by an address to the portfolio customer service email agent once the email is email or portfolio fax number. received. The agent must advise the The address will be updated by an email agent customer that someone will reach out once the email is received. The agent must advise to them via phone or email within 1-3 the customer that someone will reach out to them business days to confirm the address within 1-3 business days to confirm the update. update. Scenario: Prohibited Updates ​ “Well, I have decided to use a Debt Management Company to help me with this loan and I need to change the address on file to theirs. Can you do that?” “Hello! All calls may be monitored or recorded for quality assurance, may I confirm your first and last name? …Great, how can I help you today?” “After reviewing your account, it appears we do not have a power of attorney on file from them yet. Once we receive the P.O.A we can begin communication with them, including updating your contact information. Can I provide you with our email or fax number to get this started?” In this scenario, the customer had enrolled with a D.M.C and was calling to change the address on file to that of the business. The customer was eager to re-direct communication away from himself, but since no Power of Attorney had been received yet, the agent could not accommodate the customer. Instead, the agent explained the necessary steps needed to fulfil the request. Remember, if there is no P.O.A on record, we cannot communicate with a Debt Management Company Handling Calls: Updating Customer Information​ Below are some examples of personal information that the customer may request to be updated, and how to handle those requests:​ Social Security Number Date of Birth update process update process Skip Trace Required; the agent must send a message to the Customer Service The agent can update the date of birth Assistance Channel in RingCentral with to what the customer states. the Customer Number, what it is for, and the information the customer provided. If the skip trace is required over the Date of birth CANNOT be updated weekend, the agent MUST tag the call through chat and can only be done if the as "Skip Trace Needed – Weekend." customer is calling in. If the skip trace is required after Soaren's business hours (after 4:30 PM PST), the agent MUST tag the call as "Skip Trace Needed – After Hours." Social Security Number (SSN) CANNOT be updated through chat and can only be done if the customer is calling in. Scenario: Updating Customer Social​ “I noticed my social is incorrect on my account. Can I update that information?” “Sure thing! To update your social, I will need to reach out to my supervisor to have the information reviewed. Could you hold for one moment please?” In this scenario, the customer is requesting to update a critical piece of personal information. Remember; to update a customer’s Social Security Number, a skip trace must be performed by a member of the support department first. This is done to ensure accuracy and legitimacy of the new information. Handling Calls: Updating Customer Information​ Below are more examples of customer information that may be requested to be updated and how to handle those requests:​ First & Last Name Phone Number Update process Update process Skip Trace Required; the agent must send No documents are required if the a message to the Customer Service customer calls in to update the telephone Assistance Channel in RingCentral with the number on their application, agents can Customer Number, what it is for and the update this information upon the information the customer provided. customer’s request. If the skip trace is required over the Agents should not be updating the phone weekend, the agent MUST tag the call as number on the account unless it is "Skip Trace Needed – Weekend." requested by the customer. If the skip trace is required after Soaren's The phone number cannot be updated via business hours (after 4:30 PM PST), the chat and can only be done by the agent MUST tag the call as "Skip Trace customer calling in and verbally Needed – After Hours." requesting it. Customer’s name CANNOT be updated through chat and can only be done if the customer is calling in. Scenario: Updating Customer Phone Number​ “ I just got a new phone and wanted to update my phone number on my account, can you help me with that?” “Sure thing! What is the new phone number you would like to update on your account?.” Customers in a Current status are considered in ‘good standing’ and may update their phone number with no additional verification or approval. Scenario: Updating Customer First & Last Name​ “I recently got married and my last name is different now, could I update that information?” “Of course! I’d be happy to get that updated for you. I do need to have my supervisor review the information before I can update it. Can you please hold for one moment?” In this scenario, the customer is requesting to update a critical piece of personal information. Remember; to update a customer’s name, a skip trace must be performed by a member of the support department first. The agent will put this request in the customer service assistance channel. This is done to ensure accuracy and legitimacy of the new information. Handling Calls: Information Change Notification​ To help prevent customer information from being changed or modified without the customer’s knowledge, anytime personal information is changed on the customer’s account in Lendox the system will trigger an email or text message to be sent to the customer to notify them of this change. If the customer calls in about receiving a notification of information on their account being changed:  The agent must begin by checking the message history to confirm that a notice was sent, and determine what changes were made. There are several scenarios that may occur when handing these type of calls, let’s take a closer look at some of these scenarios! Handling Calls: Information Change Notification​ Once the agent confirms a notification was sent to the customer, the agent can go over the information with the customer…​ “I do see the notification for the change that was made to your account on 00/00/0000 to your (information that was changed). I can verify that information with you, can you please verify the (information that was changed)?” A. If the Customer confirms information to be correct​ “Thank you so much for verifying that information, that matches the update we have on file, is there anything else that I can assist you with today?” B. If the Customer confirms information is incorrect​ “It looks like the information was not updated; would you like me to update this for you?” Handling Calls: Information Change Notification​ C. If the customer does not want to confirm the change made… ​ “No problem, I’ll make a note on your account that you inquired about the notification, is there anything else that I can assist you with today?”​ D. If the customer calls in advising they received a notification of a change to their account, but they did not make the change…​ “I do see the notification for the change that was made to your account on 00/00/0000, and you are saying that you did not make any changes to your (changed information) on the (date of email notification of change)?”​ E. If there is no notification in the message history…​ “I do not see a notification for any changes made to your account, do you happen to have your loan ID?” ​ The agent must confirm the customer’s email or phone number, and confirm the portfolio they are calling for, to ensure there are no other applications they may have in the system with the same portfolio  If the agent is not able to find another application, they must advise the customer they will send this to their support team to review the account  Handling Calls: Information Change Notification (continued)​ F. If the customer states, they did not apply, and the application is pending “If you did not submit this application, I can withdraw the application and can notate your account that the updated information was incorrect. If you believe this is fraudulent you may want to file a police report.”  The agent must withdraw the application for “Never Applied” and request a ticket be submitted to support by a supervisor G. Customer states they did not submit the application, and the effective date is for a date in the future or funds are in “in payment queue” “I do see that an application was submitted on (date application was received) and is scheduled to be funded on (effective date), if you did not submit this application, I can see if my supervisor is able to stop the transfers from going through. Can I place you on a brief hold?”  If the customer confirms, the agent must have a supervisor attempt to void the loan.  Agent should NEVER void loans themselves Handling Calls: Information Change Notification (continued)​ H. If customer states this is their application, but did not make the change “Okay, if you would like to have the information changed back, I can transfer you to the correct department in order to have the information updated.” If customer confirms, if the loan is “Active/Approved” the agent must update the information with the customer.  If the application is in any other status, transfer to the correct department. I. Customer states they did not submit an application, and the effective date is for the same day, or the funds are “paid/successful” “I do see that an application was submitted on (date application was received) and was funded on (effective date). If you did not submit this application, in order to have this loan removed and sent to our fraud department, we need to have a police report (and/or) an identity theft affidavit on file regarding your identity theft. If you have not already, please file a report with your local police department and request an identity theft affidavit. You can email or fax this information to us, and we can proceed with closing the loan.” The agent must provide the customer with the portfolio customer service email or fax number.  Customer Inquiries: ACH Revocation ​ The customer can request to stop all payments at any point during their loan. This is called an “ACH revocation”, and we are required by law to stop all payments on the account upon customer request. Anytime a customer requests to stop ALL future ACH withdrawals, the agent must first offer the customer options that are available and fit the specific situation. If the customer persists with the request after the agent has attempted to offer other options, the agent may proceed with stopping all future payments.  When ACH has been stopped, the agent should always discuss the details of the mail-in payment option with the customer and remind the customer that, although automatic withdraw has stopped, the payments are still due on the original due dates and their account may default if the payment is not received on that date. It is important to note that the customer has the right to revoke access to automatic payments (ACH) upon request, and refusal to stop a payment after the customer has requested it, can lead to serious consequences, including potential termination. ​ Scenario: ACH Revocation​ “I was not told how expensive this loan would be, I no longer want payments to come out of my account!”  Anytime the customer requests to stop all future payments, the agent must offer the customer another option, such as, payment deferral, mail-in payment, payment reschedule etc. “Okay, I do understand. If you stop auto draft on your account, you do run the risk of your account defaulting. We do have several payment modifications that may work for you. Would you like to go over some of those options?”  Customer Inquiries: ACH Revocation (Stop All Payments) ​ If the options offered are not of any assistance to customer’s specific situation/issue and the customer would like to continue with the ACH revocation, the agent must explain that although auto-draft will cease, the payments are still due, and any previously deferred amounts will become past-due.  When ACH is stopped via an implied ACH revocation, agents must advise the customer payments are still due: “Okay, your future payments have been stopped. Please be advised that while payments will no longer be taken from your bank account automatically, they are still due, and any previously scheduled deferred payments will be added to your past due balance. Your next regularly scheduled” payment is on 00/00/0000 in the amount of $000.00. Knowledge Check (choose all that apply) ​ Customer Inquiries: Stopping Payments in Lendox​ If the customer advises they would like to stop all future payments, the agent must change the “Loan Payment Type” in Lendox.  The agent will click the gear icon next to Customer Details  Then choose “ACH Revocation” under “Loan Actions”.  A popup will show asking to provide a reason for the ACH Revocation.  Then o click Check“Continue”. the payment schedule to ensure the payments have been changed from “ACH” to “Personal Check”. o The agent must leave a detailed note in Lendox, including any payment modifications that were discussed with the customer, and tag the call with “Auth ACH Revocation”. This will change all payments method to “Personal Check”, this means payments will no longer be withdrawn via “ACH” through the bank account on file. Knowledge Check (true / false) ​ A customer has the right to revoke ACH authorization at any time ​ 1.T​ 2.F Customer Inquiries: Implied Revocation Requests​ There are scenarios in which a customer wont directly make a request to revoke ACH authorization with an agent but will use verbiage that implies that further ACH auto-draft could be an issue, this is called an “Implied ACH Revocation”.  The purpose of the Implied ACH revocation concept is to avoid situations where consumers may file a regulatory complaint or are suffering a serious financial setback and attempting another payment would only worsen the customers financial situation. To properly identify when a customer is implying an ACH revocation situation, it is critical that agents listen to what the customer is saying, attempt to assist them with whatever issue is presented and be conscious of the customers use of trigger words and phrases. If any trigger words or phrases are used by the customer, the agent MUST ask if the customer would like to stop all future auto-drafts of their installments. In the next few slides, we will be going over some of the different scenarios that may take place: Scenario: Implied ACH Revocation​ “I lost my job and don’t think I can make my upcoming payments.” “I am very sorry to hear of your job loss, we do have several different payment options, but it sounds like it may be beneficial to stop the remaining payments on your account. This may cause your account to go into collections, but once in collections we can get you set up on a new arrangement. Would you like us to stop the ACH auto- draft?” Trigger words: I lost my job / no income / financial hardship I don’t think I can make my upcoming payments / no confidence over future Scenario: Implied ACH Revocation​ “My bank account was hacked, and someone stole money from my account, now my account is overdrawn. My bank is doing an investigation but I’m not sure how long that will take.” “I am very sorry to hear about the fraudulent activity happening with your bank account. I think our best option at this time would be to stop your future payments, this may cause your account to go into collections, but once in collections we can get you set up on a new arrangement. Would you like to set this up?” Trigger words: Money stolen / account overdrawn Unsure of timeline for financial issue to be corrected Scenario: Implied ACH Revocation​ “I don’t know what to do, none of the options you mentioned will help me, I am sick and haven’t been able to work and I just can’t keep paying these installments“ “I am very sorry to hear of your current financial hardship. I do understand that our payment options will not work for you, I think our best option at this time will be to stop your remaining payments. This may cause your account to go into collections, but once in collections we can get you set up on a new arrangement. Would you like to set this up?” Trigger words: No work / cannot continue making payments / sick / financial desperation Customer Inquiries: Funds Not Received (Before Effective Date)​ A customer may call in advising they have not received their funds yet. The agent should never give a specific time the customer will see the funds in their account, instead, they should always advise the customer the funds will be available by the end of the business day on the effective date. I. If the customer is calling on the same day as the effective date, the agent must advise the customer they will receive the funds by the end of the business day or depending on their bank, it may be processed the next business day. II. If the effective date is for a date further out, the agent must advise the customer that the funds will be available on that date by the end of the business day. “It’s look like your effective date is 00/00/0000, your funds will be available by the end of that business day.” Knowledge Check (true / false) ​ If the customer has not received the funds, you should update the bank information before the funds are returned.​ 1.T​ 2.F Scenario: Funds Not Received (On or Before Effective Date)​ Customer Inquiries: Funds Not Received (After Effective Date)​ If the customer states they have not received their funds, agents must reference the payment schedule. If the origination date has passed or the customer states the funds will return due to a banking issue, the Customer Service agent must advise the customer to wait three up to (3) business days for the payment to return, and once the three (3) days have passed, give us a call back for the next steps. “If you have not received your funds, it can take up to 3 business days for the funds to return to us. The funds will need to be returned before we can disperse the funds into the correct account. If the 3 business days have elapsed and the customer has still not received their funds and the funds have not been returned in the system, the Customer Service agent MUST escalate the call and transfer the customer to the escalations queue to verify the bank information. Scenario: Funds Not Received (After Effective Date)​ “I hope you can help! I was supposed to have received my funds yesterday and I still haven’t gotten any money in my account…” “If you have not received your funds, your account or routing number may be incorrect. Let me transfer you to get that information verified. Customer Inquiries: Funds Not Received (After 3rd Business Day)​ If a customer calls in and advises they have not received their funds and the customer has confirmed their information was correct and the 3 business days have elapsed, the agent will transfer the customer to escalations. “Since it is past the three business days for your funds to return to us, I will need to transfer you over to a supervisor. The customer will be held liable for the loan if the funds do not return to us, this is because the customer signed and agreed to the ACH routing and account number on their contract, the only exception to this rule will be due to company or agent error. Scenario: Funds Not Received (After 3rd Business Day)​ “Hello, I called 3 days ago about my funds not being deposited into my bank account? You had told me that my bank information wasn’t correct, and the funds had to be returned before I could update my bank with you… what’s going on?” “I am very sorry to hear that! Since it is past the three business days for your funds to return to us, I will need to transfer you over to a supervisor.