MOMNT - General Notes Flashcards
Customer is upset merchant hasn’t contacted them. What do to?
“So sorry about that”
Explain that’s normal - they don’t contact while waiting for materials
What has communication looked like so far?
Have you tried contacting them? Call/email
Do you have the name of the person that worked directly with you?
Suggest you keep trying them and they should get back to you shortly
If customer has problems setting up application
ALWAYS transfer them to merchant success team
“we would be happy to help you with that. please hold with me while i check and see if someone from our merchant success team is available to help you with that
Someone wants to know why they were denied at application
Can’t give specifics ever
Repeat the Simple State script
There are many things that we consider during a consumer’s application process, including credit, income, fraud red flags or history, placement on global watchlists, and other proprietary underwriting criteria. An applicant that does not meet our underwriting criteria may be declined for one or more of those reasons.
You will receive an adverse action letter detailing the reasons for the denial and keep in mind this is a soft pull.
Customers usually get the adverse reaction within 30 days
where it details the reasons for the denial **
NORMALLY - the customer would have to wait roughly 30 days to try and reapply unless there was a technical issue during the application process.
REMIND THEM THE APPLICATION IS A SOFT PULL UNTIL THEY HAVE BEEN APPROVED / AND THEY ACCEPT THE OFFER ***
customer wants credit limit increase
I’d be happy to set that up for you
I will go ahead and submit a case for that approval
We will respond within 1-2 business days
We can only increase it by its MAX approved amount number.
This number is also per CUSTOMER not just that specific loan
so I’ll need to check if they have other loans and ensure they aren’t hitting max anywhere
will then have to go to a certain sheet and get that case submitted
outbound calls
Must state that we are recording
“Hello this is Julie calling from momnt on a recorded line. I was looking to reach ____ for ____.”
Must still do KYC
PURCHASE WINDOW VS PROMOTIONAL PERIOD
Purchase Window
is only 5 months
After 5 months they would have to reapply
“(You have 5 months to make purchases on this loan) after that point you will be making payments on the remaining life of the loan”
This period begins the moment the customer is approved for the loan
Not when the job is complete
Which is why we get angry calls
Just explain and offer setting up auto pay so they don’t have to remember to keep track of
Promotional window is always dependent on the loan plan they chose
So their purchase window could close but their loan could say something like:
interest only for a year or 1% of amount spent fot 24 months
adding another user to cusotmer account (where to go in jungo and how to process)
ensure talking to account holder (do kyc)
get their verbal approval to add specific person as another user
go to jango
consumer accounts tab
make a completely separate note indicating noting that they want to add that other person as authorized user (account update is the drop down option)
CHANGING OR UPDATING PHONE NUMBER OR EMAIL ON ACCOUNT
Email
MUST COME FROM SOLE ACCOUNT HOLDER (not even authorized user can do)
We can change on our own with no extra steps (User tab)
Do it in Jango
Make a note of it in Jango and Enterprise
Phone Number
MUST COME FROM SOLE ACCOUNT HOLDER (not even authorized user can do)
We can’t do ourselves
Make note in Jango, Enterprise and Hubspot and another team takes care of it from there
processing payment
how to tell them we will read them script
what to do after payment done admin wise
inorder to set up this auto pay i am obligated to read you this disclosure okay”?
at the end of any payment related call always
copy and paste the confirmation text page and put in their 59, jango and enterprise notes
RETURN CHECK FEE REQUESTS
Situation:
A customer went to pay off a balance in Repay but it was declined because banking info was entered in wrong
They noticed they got a fee because of this mistake and now they’re calling in to get the fee waived
Don’t give them a timeline since Richard does it when he can
We’d be happy to do this for you, we will just need to have you make the payment again, ensure that it has gone through, and then waive the fee after that. I will make a note to follow up with you once that payment had cleared to confirm the fee will be waived. Okay?
The waived fee will be credited to your moment account okay?
Admin steps:
Keep a list of all requests like this so that i know who i need to follow up and check in with
Hang up
Make note to check on their account tomorrow to see if payment cleared
Lexi wants us to tell her when these happen
If it did then ask Richard to go in and waive the fee
they do get an email of ‘Return Check Fee’ email
Do we have to call them back or does that email of returned fee suffice?
CANCELING OR CLOSING LOAN ACCOUNT
IF THE BALANCE ON THE ACCOUNT IS NOT $0
customer has to call merchant and discuss/handle that with them
once they establish the cancelation then jango status will be canceled
if a refund is applicable they will send them a text that they confirm and then the refund goes through
then customer checks their portal to ensure refund is done and balance is zero
then call us again and confirm balance is zero and ask us to officially close their account
IF THE BALANCE ON THE ACCOUNT IS $0
Then it’s easy! Go ahead and close account not need to do anything else
We can definitely do that for you! Would you like me to send you the confirmation email of the closed account as well?
Closing the Account Steps
Go to Jango
open account
change status to closed
click suppress email
notate in notes that closing account and reason why
Save
Now send the LiveAgent email confirming the closing of account!
Make sure you choose the right department (manor or moment)
There is a canned message to send this email
BCC AUDIT EMAIL WHEN I SEND EMAIL
Then copy and paste that into Jango as well
Then if go ahead and close monday ticket and hubspot ticket of this case as well
