Introduction

Why Remove a Card?

Occasionally, you may need to remove a customer’s payment card for account management purposes. This should only be done if a customer requests the card to be removed and provides a new card to replace the existing one. The new card should be used to set up Auto Pay on the account.

Step 1 – Accessing Customer Information

Select the customer’s and navigate to the “Customer” section on the left side of the dashboard.

Select the customer’s name.

Step 2 – Selecting Payment Profiles

Within the customer details, click on “Payment Profiles.”

Step 3 – Locating the Card

To the right of the card number, look for the three dots icon.

Step 4 – Setting as Inactive

Click on the three dots icon and select “Set as Inactive.”

This action disables the card for future transactions.

Step 5 – Setting as Invisible

Once the card is inactive, click again on the three dots and select “Set as Invisible.”

This step hides the card from the payment profiles list.

Step 6 – Confirmation

Informing the customer about the card removal for transparency.

Advise the customer to visit the online portal to confirm the card is no longer active or visible to the customer.

Step 7 – Add new Payment Profile

Ensure to add a new Payment Profile is added and set it for Auto Pay

When processing payments in the LP Queue, please ensure the following requirements are met:

1. Collect Due Amount:
   • Attempt to collect the Due amount first.
   • If the Due amount is not available, attempt to collect the Next Forecast amount.
   • If both attempts are unsuccessful, move on to the next customer.
2. Multiple Cards on File:
   • If there are multiple cards on file, attempt to collect the payment from each card.
   • If the payment is not successful on the first card, try the subsequent cards.
3. Escalate Partial Payment on 20+ Day Accounts:
   • If a partial payment is collected on a 20+ day account, escalate the issue to Antonio.
4. Current Account with Zero Days Past Due:
   • If the account is current with Zero days past due, do not attempt to collect payment.
5. Adjust Auto Pay Date:
   • Once a payment is successfully collected, adjust the Auto Pay date accordingly.
   • If the customer has multiple “failed” Auto Pays. Delete the failed ones.
   • If the account has more than 1 “Pending” Auto Pay then delete the extra(s) and leave 1 and edit it accordingly.
6. Update Card for Auto Pay:
   • Update the card from which the payment was collected successfully for Auto Pay going forward.
7. Respect “Do Not Run” Promise to Pay or Alert:
   • If there is a Promise to Pay or Alert on the account that says, “Do not run,” do not process the payment.
   • If the promise has failed delete it.

Please ensure that you adhere to these guidelines while processing payments in the LP Queue as they are crucial for maintaining efficient and compliant payment processing.

When running cards. Be sure the card that should be primary is selected.  If a card runs the payment. That card should be the autopay card. Change to profile to correct card to prevent failed attempts the following week.

Introduction

Frequency changes accommodate customers’ preferences for adjusting payment cycles.

Why Frequency Change?

Frequency changes allow flexibility for customers in aligning their payment schedules with their financial preferences.

Step 1 – Confirming New Due Date and Payment Cycle

Begin by confirming the new due date and the payment cycle the customer desires.

Step 2 – Calculating Payments Due

Calculate the total amount of payments due leading up to the new date.

Step 3 – Processing Payment

Process a payment for the calculated amount to ensure the account is up-to-date.

Step 4 – Changing Due Date

Change the customer’s due date to match the new due date requested.

Step 5 – Managing Auto Pay

Delete all failed and pending auto-pay transactions to avoid any issues.

Schedule a new auto-pay to match the customer’s preferred frequency and due date.

Step 6 – Escalation to CX Manager Queue

Escalate the frequency change request to the CX Manager queue for further review and approval.

 Note: Frequency change is not finalized until it is reviewed by the Back Office Team  

1207 Delaware Avenue Suite 190

Wilmington, DE, 19806

NB All sentences written in RED must be read verbatim.

[Agent]: Hi [Customer Name], This is [Agent Name] from Own Lease. How are you doing today?

[Pause for Customer’s reaction]

[Agent Respond accordingly]

I’m glad to hear you are doing ok. Just to confirm this is [ Customer First and Last Name]

N.B Do not proceed unless you get a definite yes. 

[Agent] I must inform you that “This is an attempt to get your account current and any information obtained will be used for that purpose. Also, this call may be monitored or recorded for quality assurance purposes. “

[Agent]: I see there is a payment due amount of [$] on your account. How would you like to make this payment today?

[Payment Disclosure] “OK [Customer Name], I have your permission to run the card ending in (last 4) for ($$$), is that correct?”

[Agent] “Thank you for your payment.”

“Was there something in the way your account was set up that caused this delinquency?” 

[Listen to the customer’s concern and provide assistance accordingly.]

[Agent Confirm Account Details]

(Customer Name). I’d like to confirm your account details.

As per my records, your current payment cycle is set to (….) and your due date is D/M. Does this match your pay cycle?

Additionally, could you please verify the last four digits of the card designated for your autopayments?

[Agent Recap] Please note your next due date is D/M for $

[Agent Recap] Was there anything else I could do for you today?

[Agent] Thank you for choosing Own Lease.  Have a great day!