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Servicing New Hire Training Day 3

Servicing New Hire Training Day 3 . Training Agenda Day 3: . Day 2 Review Intro to Adding Notes Intro to PTP Guidelines/ CBT Payment Options Intro to Speedpay/Speedpay Rules Test Aspect and Speedpay Logins Payment Allocation Per Diem & Simple Interest

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Servicing New Hire Training Day 3

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  1. Servicing New Hire Training Day 3

  2. Training Agenda Day 3: • Day 2 Review • Intro to Adding Notes • Intro to PTP Guidelines/ CBT • Payment Options • Intro to Speedpay/Speedpay Rules • Test Aspect and Speedpay Logins • Payment Allocation • Per Diem & Simple Interest • CAM (Customer Account Management) • Debrief

  3. Training Day 3 Servicing Payments: Payment Options

  4. Training Day 3 Servicing Payments: Payment Options

  5. Training Day 3 Servicing Payments : Payment Options

  6. Training Day 3 Servicing Payments : Payment Options

  7. Training Day 3 Servicing Payments : Payment Options

  8. Training Day 3 Servicing Payments : Payment Options

  9. Training Day 3 SpeedPay: • Speedpay is a comprehensive payment system available to process debit card, credit card and ACH payments through three individual platform applications; Desktop Payment Application, Interactive Voice Response (IVR) and the Internet. Debit Card Electronic payment debited from the cardholder’s account (ATM Card). Credit Card Electronic payment from the cardholder’s credit account (MasterCard, Visa, Discover, or American Express). ACH Electronic payment from the customer’s bank account (Checking, Savings or Money Market) IVR Automated phone system that allows customers to make payments through voice menus. Associate Allows associates to take payments over the phone. Internet PaymentsAllows customers to access Speedpay through company website and enter payment themselves.

  10. Training Day 3 SpeedPay: Intro to SpeedPay Business Rules A fee of $10.95 will be assessed for all ACH transactions, Credit Card transactions, and Debit transactions. • Unauthorized Accounts: Customers may show unauthorized for one or more payment options due to previous instances of closed or frozen accounts. If the system designates the transaction as unauthorized, attempt to obtain a different form of payment or discuss the issue with your manager.

  11. Training Day 3 SpeedPay: • SpeedPay Business Rules Credit Card: All authorized customers will be eligible. **Credit Card payments can not be processed on Citi Servaccounts** Debit Card: All authorized will be eligible for these payments. Customer will not be eligible for ACH payments when: • -Last payment was returned NSF • - Four of the last six payments were returned NSF.includes both SpeedPay and Lockbox payments. ACH:

  12. Training Day 3 SpeedPay: • SpeedPay Business Rules Post-DatedPayments (ACH Only) • Current Customers are not allow to make post-dated payments over 15 days of their next due date. • Customers 1 to 39 days past due are not allow to make post-dated payments over 15 days. • Customers 40 to 49 days past due are not able to make post-dated payments over 10 days. • Customers at or above 50 days past due are not able to make post-dated payments over 7 days, and the payment date can not exceed the last day of the current month. • Maximum payment transaction is $2,000.00.

  13. Training Day 3 SpeedPay: • SpeedPay Business Rules IVR • Customer must be authorized for an IVR payment. • Maximum payment transaction is $2,000.00. • Payment date must not exceed the maximum post date.

  14. Training Day 3 SpeedPay: • SpeedPay Business Rules • WEB www.santanderconsumerusa.com • Maximum payment transaction is $2,000.00. • Payment date must not exceed the maximumpost date.

  15. Training Day 3 – Test ASPECT (3CX Phone) • ASPECT – 3CX Phone System • 3CX Phone – upper left computer screen • Select Connection – DAL-MY SUP; verify number • Log in to MYSUP; cube is number; select ‘Not Ready’ • Incoming Call – click on Green box w/phone handset • IVR will give log in number (changes each time); key in via the phone pad; minimize the phone • Log off Aspect, select End of the Day • Status Bar shows – Agent Successfully Logged Out • Go to File and click Exit • Go to 3CX – click Exit

  16. Speedpay Test Environment Go to Training – click Speedpay Test

  17. Speedpay Test Environment Login Information: username: ACSTEST2 password: test456 username:ACSTEST3 password: test456 username: ACSTEST1 password: test456 username: ACSTEST4 password: test456

  18. Speedpay Test Environment Account Numbers:

  19. Speedpay Test Environment Payment Type Information: Credit Card #: 4111111111111111 – Exp:12/12 - CVV: 556 - Zip: 10023 5111111111111118 – Exp: 12/12 - CVV: 556 - Zip: 10023 5234123412340066 – Exp: 12/12 - CVV: 885 - Zip 10023 Debit Card #: 6110827364758292 5888888888888884 4356220004010001 ACH Routing# - Account #: 021000021 - 987654 021000021 - 987655 021000021 - 987656

  20. Training Day 3 Servicing Payments : Payment Allocation & ATA Guidelines The Payment Allocation Guidelines are designed to provide consistency for all payments types posting to accounts

  21. Training Day 3 Servicing Payments : Payment Allocation

  22. Training Day 3 Servicing Payments : • Example of the Payment Allocation Guidelines

  23. Training Day 3 Servicing Payments : Intro to CAM (Customer Account Management)

  24. Training Day 3: • Questions?

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