HVC Client Specifics

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The client specifics for Charter, Utilities, and other clients.

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Tristina

United States

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HVC Client Specifics


Froggy Jumps HVC Client SpecificsOnline version The client specifics for Charter, Utilities, and other clients. by Tristina 1 When a consumer is disputing an account, we will provide them Charter Communication’s address to send any documentation for validating the dispute. a True b False c 2 Spectrum Mobile devices can be returned at any time to get a refund. a True b False c 3 Agents are allowed to discount Spectrum Mobile Primary accounts up to 25% off from day 1 of the account being placed. a True b False c 4 4.When consumer is claiming Fraud/Identity Theft the SSN number on the account can be verified by the following ways: a The agent can provide the SSN on the account to the consumer after verification. b We are not able to verify the SSN. c The consumer must state their SSN, and the agent is not able to provide any part of it. 5 When CBE is informed by a third party that a consumer is incarcerated, we want to ask what they are specifically incarcerated for. a True b False c 6 When using the Terminal Illness result code always indicate in the Notes details regarding their specific illness. a True b False c 7 If the consumer requests an itemized statement from Charter, they will need to send their request in writing to the CBE Group Dispute Address . a True b False c 8 When customers have a receipt for their equipment return, they can send it to this email dl-eqr@charter.com so that it can be researched. a True b False c 9 Charter Tertiary accounts can be discounted up to _________ off and must paid within _______ days of the offer. a 50% and 5 days b 30% and 90 day c 40% and 60 days 10 To set up a Callback Promise, which of the following must be documented: a Date of the callback b Method of payment c A, B, and amount of payment 11 Associates are allowed to give the phone number 844-604-4236 to consumers to give to their lenders to verify payments on an account. a True b False c 12 When consumers call to make changes to payment dates or to cancel scheduled payments, associates can make the needed changes without talking to a supervisor or team captain. a True b False c 13 When using the Paying Client Directly Promise Type, you set the promise ___ days from the day they are going to pay the client directly. a 5 Days b 10 Days c 20 Days 14 Charter customers can return their equipment for credit via the following methods: a UPS Store b Spectrum Store c All of the above 15 15.A Comcast Secondary account that is 135 days post the Charge Off Date can be discounted up to ____________ and a Comcast Secondary account that is 800 days post the Charge Off Date can be discounted up to__________. a 10% and 35% b 35% and 50% c 20% and 60% 16 Collectors can request a letter to be sent to the consumer showing the balance is paid in full through the supervisor worklist and it can be sent on the same day that the consumer makes the payment. a True b False c 17 If an Account Name is a Business: a We cannot work an account in a business name. b Ask to speak to the Owner/Manager/Accounts payable of the business. c Document First and Last Name of Contact Person in the Hot Window 18 Black Hills accounts can be discounted up to 80% of the balance. a True b False c 19 When consumer want to pay online at paycbegroup.com they must use the promise icon and payment method mail-in to set up the promise. a True b False c 20 To offer a discount on a Dominion Energy account, the account must be 30+ days old. a True b False c 21 For utility accounts, if a consumer or third party is being disrespectful, argumentative, and/or irate on a phone call you can do the following: a Politely ask the person to hold, place the call on hold, and get a supervisor to take over the call. b Inform consumer to keep call professional or you will have to end call and if continues end call. c Be disrespectful, argumentative, and/or irate back to them. 22 If a Debt Settlement Company calls us, we can talk to them if they can verify the address and SSN# of the consumer without permission from the consumer. a True b False c 23 What discount is available for a Spire Account? a Up to 50% of the balance if the balance is more than $300 b 90% of the balance, 10% discount c Spire does not allow discounts. 24 25.When setting an Autopay payment, the consumer must provide: a Routing Number b Account Number c All of the above 25 For Comcast secondary and tertiary accounts, _______________ is used to determine how much an account can be discounted up to. the number of days old. a The charge off date. b The last paid date. c The disconnect date. 26 When working Comcast accounts and the consumer is disputing, we need to be asking probing questions to see what specifically the consumer is disputing and try to overcome the dispute if possible. a True b False c 27 We can take payments for Verizon Business by the following ways: a Manually b Through Secure Capture c Both 28 For Verizon Business accounts, offer to mail bill copies to the consumer whenever they are disputing the balance owed. a True b False c 29 CBE does credit reporting for Verizon Business accounts. a True b False c

HVC Client Specifics

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HVC Client SpecificsOnline version

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When a consumer is disputing an account, we will provide them Charter Communication’s address to send any documentation for validating the dispute.

Spectrum Mobile devices can be returned at any time to get a refund.

Agents are allowed to discount Spectrum Mobile Primary accounts up to 25% off from day 1 of the account being placed.

4.When consumer is claiming Fraud/Identity Theft the SSN number on the account can be verified by the following ways:

When CBE is informed by a third party that a consumer is incarcerated, we want to ask what they are specifically incarcerated for.

When using the Terminal Illness result code always indicate in the Notes details regarding their specific illness.

If the consumer requests an itemized statement from Charter, they will need to send their request in writing to the CBE Group Dispute Address .

When customers have a receipt for their equipment return, they can send it to this email dl-eqr@charter.com so that it can be researched.

Charter Tertiary accounts can be discounted up to _________ off and must paid within _______ days of the offer.

To set up a Callback Promise, which of the following must be documented:

Associates are allowed to give the phone number 844-604-4236 to consumers to give to their lenders to verify payments on an account.

When consumers call to make changes to payment dates or to cancel scheduled payments, associates can make the needed changes without talking to a supervisor or team captain.

When using the Paying Client Directly Promise Type, you set the promise ___ days from the day they are going to pay the client directly.

Charter customers can return their equipment for credit via the following methods:

15.A Comcast Secondary account that is 135 days post the Charge Off Date can be discounted up to ____________ and a Comcast Secondary account that is 800 days post the Charge Off Date can be discounted up to__________.

Collectors can request a letter to be sent to the consumer showing the balance is paid in full through the supervisor worklist and it can be sent on the same day that the consumer makes the payment.

If an Account Name is a Business:

Black Hills accounts can be discounted up to 80% of the balance.

When consumer want to pay online at paycbegroup.com they must use the promise icon and payment method mail-in to set up the promise.

To offer a discount on a Dominion Energy account, the account must be 30+ days old.

For utility accounts, if a consumer or third party is being disrespectful, argumentative, and/or irate on a phone call you can do the following:

If a Debt Settlement Company calls us, we can talk to them if they can verify the address and SSN# of the consumer without permission from the consumer.

What discount is available for a Spire Account?

25.When setting an Autopay payment, the consumer must provide:

For Comcast secondary and tertiary accounts, _______________ is used to determine how much an account can be discounted up to. the number of days old.

When working Comcast accounts and the consumer is disputing, we need to be asking probing questions to see what specifically the consumer is disputing and try to overcome the dispute if possible.

We can take payments for Verizon Business by the following ways:

For Verizon Business accounts, offer to mail bill copies to the consumer whenever they are disputing the balance owed.

CBE does credit reporting for Verizon Business accounts.

Charter Tertiary accounts can be discounted up to ___ off and must paid within _ days of the offer.

15.A Comcast Secondary account that is 135 days post the Charge Off Date can be discounted up to __ and a Comcast Secondary account that is 800 days post the Charge Off Date can be discounted up to.