Notes Template

Contact Type: Inbound / Outbound

Reason for Interaction:

Action Taken/Resolution:

Escalation Completed: Yes / NA

Agent Signature:

 

Escalation to Manager Escalation Queue

Customer Name:

Lease Number:

Reason for Escalation: 

Action Taken: 

Agent Signature:

 

Fraud Escalation Template 

 

FRAUD CLAIM

Customer’s Comments:

Action Taken: Advise customer an escalation will be done, and he/she will be contacted within 48hrs.

Agent Signature:

 

Frequency Change Escalation Template

Customer Name:

Lease Number:

Requested Frequency:

Effective Date:

Amount Quoted:

Agent Signature:

 

Cancel/Return Escalation Template 

Customer Name:

Lease Number:

Cancel Date/ Return Date:

Agent Signature:

 

Waive Late Fee/Refund Escalation Template

Customer Name:

Lease Number:

Amount Requested:

Reason:

Agents Signature:

 

Deceased Escalation Template

Customer Name:

Lease Number:

Date of Death:

Location of Death: (City, State and County)

Executor/Attorney of estate: (Name, Address, and Phone Number)

Spoke To: (Name, Address, Phone Number, and Relationship to the Account Holder)

Agent Signature:

 

Bankruptcy Escalation Template

Customer Name:

Lease Number:

Attorney’s Name:

Attorney’s Phone Number:

What chapter of bankruptcy filed:  (Straight Bankruptcy is a Chapter 7, Wage Earners Plan is a Chapter 13)

Case Number:

Claim Date: (If there is not a case number, it is considered pending)

Agent Signature:

 

Inbound Text/Chat/Email Template 

Thank you for contacting Own.Lease. My name is [Agent’s Name] and ill be happy to assist you today. For verification purposes can you confirm your Telephone Number on file please.

 

Declined Payments         (To be sent if a manual payment is attempted and was declined)

Subject: Your Own Lease Account

Hello Customer,

Please reach out to your financial institution and confirm that Own.Lease is not blocked from charging your card. Also inform your financial institution that payments will be reoccurring to avoid same errors in the future.

The payment may reflect as own.lease or authorize.net

Regards,

Own.Lease

 

N.B – All escalations created must be titled accordingly in Kustomer and general notations should be title “Notes”