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WorksheetsPowersource Quiz 2
Total questions: 10
Worksheet time: 10mins
First party collections offers an outbound courtesy call as a reminder or to collect past due balance to:
Disconnected customers only
Active customers only
Customers with a final invoice
A and B are correct
When a Third Party Collections will start offering a courtesy call?
The day in which the account is closed
After 30 days the account has been closed
From the moment the final invoice is generated as a reminder to pay the final balance
None of the above
For payments made at Ace, Money-Gram or via check the standard processing time applies. However reporting to the collection Agency could take up to:
An additional 10 days to update the record
From 15 to 25 days to update the record
An additional 30 days to update the record
None of the above
If a customer is calling to negotiate unpaid balances or set up a payment arrangement for the unpaid debt balance agent should
Agent should refer the customer to the agency assigned under Call Details in SS, phone numbers are located in Power Source
Agent should set payment arrangement to guarantee first call resolution with supervisor’s approval
Agent should create a collections call back call note to make sure Frontier contact them and have an agreement as soon as possible
Agent should escalate the situation to the supervisor and supervisor must contact Cyla for permission
What are the current collections agencies being utilized by Frontier Utilities?
GGR, PDM, VAI, CP360
GGR,ACE,VAI
MoneyGram, GGR,PDM,VAI,CPS360
ACE, MoneyGram, GGR,PDM
Where in SS you can confirm if the account has a Bad debt Adjustment and the types:
Found under Service Orders
Found under Service Details
Found under Financial > Acc Receivable Tab
Found under Financial > Charges Tab
What are 2 types of bad debt adjustments?
Bad Debtor
Small Balance WO Decrease
Bad debtor reversal
A and B are correct
In Superscreen under the payment screen, there is a special function dedicated for only closed accounts when third party collections will negotiate when collecting the final owed balance on the account. Frontier personnel should not use this function under any circumstances.
True
False
What is the require document that a customer should send via email or fax for a Fraud account along with what information:
Copy of DL (Driver’s License) or proof of identity
Police Report, caller’s name, phone numbers and/ or email address
A brief letter stating the account was not authorized
Proof of Address (ex: apartment lease contract or deed)
If an account was reported (as fraud) to the Credit bureau, how long will it takes for the account account to be deleted from the customer’s credit report?
5-10 business days
30 days
30-60 days
45 days
