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Life of a bill > Life of a bill > Flashcards

Life of a bill Flashcards

1
Q

What is the life of the bill?

A

From the time the bill is generated all the way through Conservice funding it.

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2
Q

What is Synergy?

A

The process of Conservice obtaining, processing, auditing, and paying all of the client’s provider bills.

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3
Q

What does every Ewok need to include?

A

CCAPS

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4
Q

What is CCAPS?

A

C- Community
C- Control number
A- Account number
P- Provider
S- Service address

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5
Q

What does Setup do?

A

They set up an account in our system using System Health.

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6
Q

Is Setup client-facing?

A

No.

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7
Q

How do we communicate with Setup?

A

System Heath

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8
Q

What does Conversions do?

A

They handle the setup or update of client information when one client buys another.

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9
Q

What are the sub-teams of Conversions?

A

New Construction (NC), Owner Conversions (OC), Management changes (MC), Dispositions, Coordinators, and QC.

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10
Q

What do Conversions New Construction do?

A

They get accounts switched into the owners name and add the Tax ID after accounts have been received from the construction company. They work with the provider to ensure all paperwork is complete, deposits are satisfied, and we receive a bill in the mail with the correct mailing address.

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11
Q

Is Conversions New Construction client-facing and how do we communicate?

A

Yes, they are client-facing and we communicate through email.

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12
Q

What does Owner Conversions do?

A

They get the utility accounts at the property switched into the new owner’s name and tax ID after the property has been sold to the new owner. They also work with the provider to ensure all required paperwork is complete, deposits are satisfied, and we receive a bill in the mail with the correct mailing address.

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13
Q

Is Conversions Owner Conversions client-facing and how do we communicate?

A

Yes, and we communicate through email.

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14
Q

What do Management Changes do?

A

When the owner of a property decides to have their property managed by a different management company, the MC team gets the coding, funding information, and contacts switched to the new management company’s information in our system.

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15
Q

Is Conversions Management Changes client-facing and how do we communicate?

A

Yes, they are client-facing. We communicate through email.

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16
Q

What do Conversions Dispositions do?

A

They are a client support team that ends synergy services for clients selling a property or leaving Conservice altogether. They work with utility providers to close client accounts as well.

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17
Q

Is Conversions Disposition client-facing facing and how do we communicate?

A

Yes they are client-facing and we use email to communicate.

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18
Q

What do Conversions Coordinators do?

A

Coordinators assist other conversion teams when needed.

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19
Q

Are Conversions Coordinators client-facing and how do we communicate?

A

They are not client-facing and we use email to communicate.

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20
Q

What does the Conversions QC team do?

A

They audit all of the Conversion teams work for accuracy.

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21
Q

What does the Transitions team do?

A

They contact the provider by phone, email, or fax to get the necessary information:
* Is the mailing address PO Box 4697?
* Are there any open invoices?
* Is the account at a zero balance?
* When is the next bill date?
* Is there a CSA in place?

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22
Q

Are there any Transition sub-teams?

A

No.

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23
Q

Is Transitions client-facing and how do we communicate?

A

No, through EWOK only.

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24
Q

What does the Harvest team do?

A

Is a group of teams responsible for ensuring we receive the bills from the utility vendors each billing cycle.

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25
Q

What are the five Harvest sub-teams? Are any of them client-facing? How do we communicate with them?

A
  1. Mailroom - No - Ewok only
  2. Provider Correspondence - No - Ewok only
  3. Missing bills - No - Ewok only
  4. E-bill Harvest - No - Ewok only
  5. Email Harvest - No - Ewok only
  6. Jedi GQC - No - Ewok only
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26
Q

What are the 3 things Mailroom does?

A
  1. Get the mail from the PO
  2. Sort bills from non-bill info and send that to the client.
  3. Scan bills into our system.
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27
Q

What does Missing Bills do?

A

Identify bills that do not come when expected and retrieve missing bills by phone, provider websites, fax, or email.

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28
Q

What does E-bill Harvest do?

A

Harvest bills from provider website.

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29
Q

What are the 3 things Email Harvest does?

A
  1. Sort through the digital mailroom for bills.
  2. Sort out important non-bill correspondence.
  3. Upload invoices into our system.
30
Q

What does Jedi GQC do?

A

They look into issues with Jedi (automated harvesting technology) and report it to IT when they find patterns and problems. They also will audit Jedi’s work.

31
Q

What does UP (Utility Processing) do?

A

Enter information from provider invoices into LightSaber that gets stored in Yoda.

32
Q

Does UP have any sub-teams?

A

No, they have a partner team.

33
Q

What does AQC stand for and what do they do?

A

AQC (Automation Quality Control) and they audit bills entered into our system by Anakin, Vader, and Abbyy (Conservice automated processing systems)

34
Q

Are UP or AQC client-facing? And how do we communicate?

A

No, not client-facing. We communicate through Maintenance tab in System Health or chats.

35
Q

What two sub-teams make up Vacant Audit?

A

Vacant Recovery (VR) and Vacant Missing Bills (VMB)

36
Q

What does Vacant Recovery do?

A

Recover bill costs when residents don’t put service in their own name.

37
Q

What does Vacant Missing Bills do?

A

They research missing bills for unoccupied vacant units.

38
Q

Are VR or VMB client-facing? And how do we communicate with them?

A

Both teams are client facing and we communicate through Ewok only.

39
Q

What does the Audit team do?

A

They investigate unusual bills and make sure bills were processed correctly.

40
Q

Does Audit have any sub-teams?

A

No.

41
Q

Is Audit client-facing and how do we communicate?

A

Yes and through Ewok only.

42
Q

What does the PayRez (Payment Resolutions) team do?

A

Work with providers to investigate accounts and do what it takes to bring those accounts current. This could be getting missing bills, processing deposits, making payments, or handling transfers.

43
Q

What are the 4 sub-teams of PayRez?

A

BCF, Disconnects, Deposits, Late fees

44
Q

What does BCF’s do?

A

Investigate and determine late fee causes. Obtain bills to bring accounts current. Process transfers to bring accounts current.

45
Q

Is the BCF team client-facing and how do we communicate?

A

Yes, and we use Ewok

46
Q

What does the Disconnects team do?

A

Research disconnect notices, obtain missing notices, and make payments to avoid disconnections or to re-connect services.

47
Q

Is the Disconnects team client-facing and how do we communicate?

A

They can be client-facing and we use Ewok only

48
Q

What 4 things are the Deposits teams focus?

A
  1. They try to get deposits waived or reduced.
  2. If neither is an option, they see what else can be done to satisfy the deposit.
  3. They ask clients if they would like Synergy to process deposits.
  4. They process transfers to bring accounts current.
49
Q

Is the Deposits team client-facing and how do we communicate?

A

Yes, and we use Ewok only.

50
Q

What does the Late Fees team do?

A

Contact provider to get late fees waived, research causes of late fees, organize late fee reports, and QC who they are caused by (client, provider, Conservice).

51
Q

Is the Late Fees team client-facing and how do we communicate?

A

They are not client-facing and we use Ewok only.

52
Q

What is the Funding team responsible for?

A

They manage anything related to fund requests for our clients.

53
Q

What are 3 ways the Funding teams does that?

A
  1. Audit and send funds requests to clients.
  2. Send missing funds reminders to clients.
  3. Resolve client issues related to funding.
54
Q

What are the 4 funding stages?

A

Finished_DE, Funding_Requested, Funding_Received, Paid.

55
Q

What is a GL file?

A

Chronological accounting record that includes billing information (utility and provider) and the amounts that will be paid to the provider.

56
Q

What is a GL code?

A

A code that identifies utilities in the client’s system.

57
Q

What is a Vendor code?

A

A code that identifies providers in client’s system.

58
Q

How many funding methods do we off? Can you name them? Which do we prefer?

A

Six.
1. ACH Pull. This is preferred.
2. ACH Pull, Approval
3. ACH Push
4. Wire
5. Check
6. Online approval.

59
Q

Is the Funding team client-facing and how do we communicate?

A

They are client-facing and we email only.

60
Q

How many support teams are there for the life of the bill? And What are they?

A

Three. Maintenance, Solutions, and Synergy Managers.

61
Q

Does Solutions have sub-teams? If so, what are they?

A

Yes. Syntax, Refund checks, benchmarking.

62
Q

What does the Syntax sub-team do?

A

Audits eligible properties to identify accounts that may be updated as sales tax exempt.

63
Q

What does the Refund sub-team do?

A

They add to the refund vault, update addresses for refund checks, check if we still need a refund and then go after them.

64
Q

What does the Benchmarking sub-team do?

A

They coordinate with many other companies and work with them to export data via CUBE files.

65
Q

Are all of Solutions sub-teams client-facing? And how do we communicate with them?

A

Yes they are client-facing. And we communicate via email.

66
Q

What is the Maintenance sub-team responsible for?

A

Maintaining all accounts.

67
Q

What are the four main ways the team maintains accounts?

A
  1. They update account numbers, meter numbers, and units of measure.
  2. They correct account setup errors.
  3. Help UP identify the correct communities for processing.
  4. delegates issues requiring client contact, such as new common account setup or bills older than 6 months, to Synergy Managers
68
Q

Are they client-facing? And how do we communicate?

A

They are not client-facing and we communicate through System Health and Ewok. They prefer System Health.

69
Q

What does a Synergy Manager do? List two.

A
  • We smile and pray for the best!
  • We are the main contact for clients in our portfolio. Client relations is our main focus.
  • We are client support. We fix all of their problems, often by delegating to other teams.
  • We communicate with the client for non-client-facing teams.
70
Q

List in order the teams that a bill travels through in the life of the bill.

A

Setup - or Conversions - Transition - Harvest - UP - Vacant Audit - Audit - PayRez - Funding.

71
Q

What are the company tenets?

A

BOB- be the expert, own the experience, build the relationship

72
Q

What does it mean to be a gatekeeper?

A

Give your own reason.

Life of a bill (1 decks)

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