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WorksheetsResidential Credit
Total questions: 32
Worksheet time: 11mins
A Creditworthiness score below _____ indicates good credit and low risk.
400
300
200
100
Security deposits are required for all of the following customers:
Customers who have an unsatisfactory creditworthiness score over 300
Customers who have a creditworthiness score of zero (0)
Customers who have not had service with Dominion Energy more than 12 months ago
Customers who have no prior Dominion Energy account
Installment plans can be offered to customers in the following situations:
Resolve a past due balance of a medical customer
Deposit at Move-In
Resolve a past due balance on a final bill
Past due balance
All of the Above
Bankruptcy details are automatically updated on a customer’s account.
True
False
Which of the following is NOT a responsibility of the credit department?
Ensures that customers pay for their electricity services
Issuing a disconnect notice for services
Accommodates customers during financial hardships
Provides policies and procedures to ensure that Dominion Energy does not assume the balances of its customers
The term arrears refers to a past due balance.
True
False
All of the following are useful tips for handling a credit call EXCEPT?
Empathize with the customer
Make a payment arrangement
Ask questions; seek to understand
Provide customers with alternatives options
A customer calls and wants to know why their power has been disconnected. Which tile in the Customer 360 Facet will display information about disconnects?
Service Orders
Program Enrollments
Payment and Collections
Billing
Select which of the following Facets in CORE Connect will display information around disconnects?
Internal Notes
Credit Facet
Activities
Moves
NonPay Reconnect
A customer calls because their power has been disconnected due to non-payment. How many days do they have to pay for a reconnect so that the account remains active?
10 days
5 days
15 days
20 days
A customer calls and states they are having trouble paying their bills. What agency could you refer them to?
411
911
311
211
Which of the following is not an Energy Assistance program available to VA residents?
State Crisis
Moratorium
State Fuel
EnergyShare
What is the name of Dominion Energy’s non-profit energy assistance program?
EnergyShare
Low Income Energy Assistance Program (LIEAP)
Crisis Intervention Program
211
What Customer would be eligible for an installment plan with no down payment?
Serious medical customer
Budget bill customer
Unpaid debt customer
New customer
Once activated, customers remain eligible for additional installment plans as long as they don’t exceed ____ broken plans in 12 months
6
2
3
4
You tell a Virginia customer that he owes $300 for the down payment on his payment plan. He says he can’t afford $300. How do you respond?
2-1-1 is an excellent resource hub and may be able to provide assistance with the down payment
How much can you afford?
I can set up a zero-down plan
I'm sorry, I cannot help you.
A customer calls and says their payment has not posted to their last month’s bill. Where would you begin your payment search?
MAVRO
CORE
CORE Connect
Paymentus
A customer calls and indicates a missing payment was made by check. Which question will you not ask the customer?
Was the check an electronic check or mailed check?
May I have the routing/account number?
Can you provide me with the check number?
What bank did you use?
A customer calls and indicates a missing payment was made online through My Account. Assuming you could not find the payment in CORE Connect, where would you search next for the payment?
MAVRO
CORE
CORE Knowledge
Paymentus
If you are searching for a customer payment in MAVRO, what additional information would be helpful in addition to the check amount? Choose all that apply.
Bank Account Number
If the customer has more than one account with Dominion Energy
The check number
Confirmation Code
What facet is used to transfer a misapplied payment in CORE Connect?
Payment Search and Transfer
Manual Refund
Payment Data
Account History
Where will you access MAVRO and Paymentus?
External Links
www.dominionenergy.com
DomNet
CORE
Which of the following is not a description you will see in CORE Connect for a returned check?
Missing Signature
Returned check
NSF
When Dominion Energy receives two NSF checks within a 12-month period, a customer can’t pay by check for (a) billing cycles.
Dominion Energy charges a returned check charge of $12.17 in Virginia and North Carolina
True
False
Which Facet do you look under to see information about returned checks?
Collections
Credit
Payment History
Customer 360
A medical customer’s power cannot be disconnected for non-payment on their account
True
False
If a customer wants to print a copy of the Serious Medical Condition form, they can go to www.dominionenergy.com keyword “medical”
True
False
The Serious Medical Customer form gives the medical customer priority during storm restoration
True
False
It is important to always check the Internal Notes whenever a medical customer calls.
True
False
How many 30-day extensions is a medical customer entitled to in a 12-month period?
None
Unlimited
6
4
2
If a customer submits a Serious Medical Condition form within 14 days of being disconnected, they must pay ____ to be reconnected.
100% of their past due balance & a reconnection fee
Just a reconnection fee
Nothing
50% of their past due balance & a reconnection fee
