Flex Update

We now have a macro live in Zendesk that you can send to customers during BP who have the BILLING_EMBARGO Fulfillment Status. This macro should be submitted as?

• Open

• Pending

• On-Hold

• Solved

True or False: When submitting the macro (Billing_Embargo) as on-hold, we should leave an internal note indicating as to why we are putting the ticket as on-hold.

• True: We need to leave an internal note

• False: We don't need to leave an internal note but just need to check the ticket if the Embargo has been lifted already.

Bankruptcy Issue Update: If we encounter a ticket with a concern related to user being suspended due to Bankruptcy, we should be putting the ticket as on-hold and leave an internal note as Engineering is still working for the resolution on this matter.

• Correct: We should leave the ticket as on-hold and leave an internal note since we don't have any update yet in regards with the issue.

• Incorrect: The macro Bankruptcy - Account for Suspended users is now live in ZenDesk and can be sent for these cases.

Our Credit Builder migration is happening later today! A few customer's have been reaching out regarding the timeline and the team has confirmed the migration will begin at what time?

If we receive a ticket with a situation involving a visually impaired customer requesting a phone call, what should we do?

• Auto Solved since it make no sense if we will reply to the user

• Submit the ticket as pending

• Escalate the ticket right away to slack

• Leave the ticket as open

The following customer types are NOT ELIGIBLE for EPF assistance and should be escalated to the appropriate internal teams. Select all that applies.

• Customers with DQ payments (Send to Collections/Servicing)

• Customers with suspended Flex accounts (Refer to NOAA)

• Customers who have already been referred to collections (Send to Collections/Servicing)

• Customer who have active accounts (Send to Partner Care)

This is especially useful when the customer's bank is unable to locate a refund, it acts like a tracking number for the refund transaction.

If ARN has been provided and the customer still cannot locate the refund with assistance of their bank, we need to ask the customer to provide a copy of their what?

What is the password for the SIP Tool?

Draw a Leaf