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QuizzOnline version quizz by Quizz 1 Customer calls in and states that they would like to verify whether we received their payment that they made online. Where would you look to verify it? Choose one or more answers a Access the Paymentus Portal, Select "Find Payment" from the Navigation Bar. b Populate the selected field(s) with appropriate data (e.g., confirmation number, account number). Select "Search". Scroll down and view the results. If a confirmation number is entered, only the payment that correlates with that number is displayed. c If an account number is used, all payments made on the account for seven years beginning with 3/2/2019 and forward will be displayed. d If information other than confirmation or account number is entered, a date range of no more than 31 days must be entered. e All the above 2 What the notes must have? a Ensure that all relevant information is accurately documented. b Customers can have their deposit waived if they are verified as Level 3 or Level 4 based on the PECO Financial Statement. c Full Balances, FSMT level, customer name, Document the details of the call, including the customer's concerns and any actions taken. d All of the above 3 What levels of income does the Customer needs to have to wave the deposit, if the income its verified? a Customers can have their deposit waived if they are verified as Level 1 or Level 2 based on the PECO Financial Statement. b Customers can have their deposit waived if they are verified as Level 3 or Level 4 based on the PECO Financial Statement. c All customers apply d A & B 4 A Financial Statement (FMST) must be taken in which of the following scenarios: Choose one or more answers a Customer in Active Collections, Customer Cut-Out Non-Payment and eligible for a Reduced Restoration, Customer has not provided a Financial Statement within prior 2 years b No Financial Statement on record Customer, requests a payment agreement, Customer requests CAP Enrollment, Re-Enrollment, Recertification, or assistance from other low-income programs, Customer indicates a change in household income c A&B d None 5 How to know if the customer it is eligible to received reduce restoration and how to calculate it? a Review the Account, determine eligibility, Including service arrears, reconnection fee, deposit down payment (if applicable). b No Financial Statement on record Customer, requests a payment agreement, Customer requests CAP Enrollment, Re-Enrollment, Recertification, or assistance from other low-income programs, Customer indicates a change in household income c If you have defaulted on your payment arrangement, you may be eligible for reinstatement. d None 6 To set up a Deferred Payment Agreement (DPA), What steps do we need to follow? Choose one or more answers a Residential customers are eligible for 2 Deferred Payment Agreements within a 5-year period b Account balance is less than $3,000. c Not currently under Chapter 13 bankruptcy. d Additional agreements are based on a verified decrease in income level. e CAP customers are only eligible if re-enrolling after being off CAP for 12 months or more. 7 What are the steps to complete the Puc compliance on full? a Current Charges, Past Due Balance, Total Balance Due, Bill Due Date, Next Read Date b Current Bill Amount, Bill Due Date, Past Due Balance, Total Account Balance, next meter rate. c A&B d A 8 How would you handle situations particularly with customers that are upset? Choose one or more answers a Wait for the customer to pause (do not interrupt), Use empathy statements to show understanding of their feelings, Avoid being defensive, Take note of the customer's issues or concerns and address them individually. b Acknowledge that you understand the customer is upset, Clarify and restate that you understand the customer's concerns, Assure willingness to help, Document the account with the outcome of the call (do not include any profanity in the documentation). c Explain that they need to maintain a business-like conversation, or the call will be disconnected. d State to the caller, "the call is being disconnected," then disconnect the call. 9 How do you verify the customer during the call if the CTI pop up is available? a Ensure the name under the "Requested By" field is correct. b Obtain and verify the full address, including any modifiers (e.g., floor, apartment, building). c Confirm the customer's first and last name, verify the address the customer is calling about including city and modifiers, determine if the caller is the account holder, Determine the caller's issue. d Ask for the caller's name and their relationship to the account holder, verify the complete address, including city and modifiers, follow the guidelines for account verification of the specific issue 10 How do you verify the customer during the call if the CTI pop up is available, but Caller is Not Account Holder? a Do NOT make any changes to the account, you may accept information from the customer, just document the information provided, you may provide general information, i.e., PECO's hours of operation, mailing address for payment, etc. b Obtain and verify the full address, including any modifiers (e.g., floor, apartment, building), determine if the caller is the account holder (rate payer). c Confirm the customer's first and last name, verify the address the customer is calling about, determine if the caller is the account holder (rate payer). d Ask for the caller's name and their relationship to the account holder, verify the complete address, including city and modifiers, follow the guidelines for account verification of the specific issue 11 How do you verify the customer during the call if the CTI pop up is available, If the name matches and the caller is NOT a relative. a Document the account with the caller's name, ask for the complete address, including city and modifiers, ask for the caller's phone number, obtain the full account number or last four digits of SSN b Proceed with the customer request, if the customer cannot provide either the account number or last 4 of SSN, do NOT provide any account information. c Do NOT make any changes to the account, you may accept information from the customer, just document the information provided, you may provide general information, i.e., PECO's hours of operation, mailing address for payment, etc. d All of the above e A & C

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QuizzOnline version

by Quizz

Customer calls in and states that they would like to verify whether we received their payment that they made online. Where would you look to verify it?

Choose one or more answers

What the notes must have?

What levels of income does the Customer needs to have to wave the deposit, if the income its verified?

A Financial Statement (FMST) must be taken in which of the following scenarios:

Choose one or more answers

How to know if the customer it is eligible to received reduce restoration and how to calculate it?

To set up a Deferred Payment Agreement (DPA), What steps do we need to follow?

Choose one or more answers

What are the steps to complete the Puc compliance on full?

How would you handle situations particularly with customers that are upset?

Choose one or more answers

How do you verify the customer during the call if the CTI pop up is available?

How do you verify the customer during the call if the CTI pop up is available, but Caller is Not Account Holder?

How do you verify the customer during the call if the CTI pop up is available, If the name matches and the caller is NOT a relative.