February 15
Embedded Files
LOGIN Skit AI
LOGIN Skit AI
Addition to your normal queues
– Allow frequency change even if they are unable to bring the account current, this allows for a better chance for future payments to clear. The amount due is explained as a prorated amount.
– Ask the customer how funds are to be allocated if they are paying more than the payment due. If they choose to apply it towards upcoming payments and the 90-day expires before their next due date the agent must explain the customer has to call in before this 90-day expiration date to pay the balance.
– The owner of the card is to provide the full billing address anytime we upload or process payments on a new card. We cannot ask if it’s the same address on file or only verify the zip code, it must be provided to the agent in full
– Words like sue, legal action, and attorney – needs to be reviewed/escalated to their TL
–“Hi this is Shaina from Uownleasing on a recorded line, can I have your first name, last name and DOB?” Applies to all inbound!
It is a must that you provide the recorded disclosure, asked/said the FULL NAME, AND DOB or SSN in the first 90 seconds.
–Cancellation - the return of merchandise to the merchant. The cancelling of the lease or obligation to the customer and a chargeback to the merchant from Uown. In other words, the merchant gets the merchandise back and Uown gets their money back from the merchant.
Uown MR – The customer can no longer return the merchandise to the merchant and is in possession of the items. They are contractually obligated to the lease while in possession but is choosing to return the items back to Uown for reasons like hardships, moving, affordability issues etc.
MR – we are now allowed to forward past due accounts to Merchandise Recovery. We must be sure we are doing all we can to avoid it by offering all options before sending over. If the agent is unable to save the recovery the agent must transfer to a T2 or TL for a 2nd talk off. Refer to the MR recovery process
Update verbiage: Refer to changes on verbiage change protocol and how to explain the lease and discuss the 90-day +fee.
Update verbiage: Refer to changes on verbiage change protocol and how to explain the lease and discuss the 90-day +fee. 90 DAY
Update verbiage: Refer to changes on verbiage change protocol and how to explain the lease and discuss the 90-day +fee. 90 DAY
MARCH 1
The most # of 5 Star Review for the month will get $25
TrustPilot – 2/4 Purpose: To maintain or improve the TrustPilot Customer Rating.
What is it: https://www.trustpilot.com/review/uownleasing.com - An open forum whereby current and past customers may leave reviews of products and services provided by a company.
History: Prior to January 2024, we did not play an active role in soliciting reviews from customers, rather all reviews were organic, and all negative. Keyboard warriors are an ever-growing problem for businesses. As an example – we requested information from the organic reviews, none of which provided any more context or specifics.
In January 2024, we launched a campaign for all past customers. We sent ~42,000 requests for past (Paid Out) customers to leave reviews of their experience. To date, 935 responses were generated.
What’s Next? Two Parts:
1. Another round or two of review solicitations will go out within the balance of time (90 days from first email) remaining.
2. 5-Star Current Customer Campaigns – this is where all the teams come in.
Any time an agent has a positive experience with a customer, where the customer indicates how pleased they are, we would like the following process to take place, and act as an auto fail if not completed:
1. In Customer Notes, SEARCH “trust” to see if a review request was previously sent.
If YES, stop here. If NO, continue below.
2. ASK the customer: “Is there anything else I can do today to ensure you had a 5-star experience with us?” **Open to suggestions.
3. Once the agent handles any responses, ASK if we may email a link for the customer to leave a 5-star review on TrustPilot regarding their experience with us.
a. INFORM the customer: The total time for setup and posting a review (if they are not already setup with a TrsutPilot account) is 5 minutes or less.
4. VERIFY the customer’s email address and thank them for their time.
5. CLICK the ENVELOPE icon in the top right corner of the Servicing Portal.
6. CLICK CONTINUE on the following pop-up. An email will be sent to the email on file. This will automatically document the customer record (see above).
Sample Scripts
Sample Scripts
1. (Positive Interaction) We're thrilled to hear that you had a fantastic experience with us! Your satisfaction is our utmost priority. You’ll receive an invitation to review us on Trustpilot shortly. We'd be honored if you could take a moment to share your 5-star experience with others.
2. (Neutral Interaction) Glad we could help! You’ll receive an invitation to review us on Trustpilot shortly. We would be incredibly grateful if you could take a moment to share your experience with us. Your feedback not only helps us understand what we're doing right but also highlights areas where we can make further improvements to serve you better.
TRACKING OF THE REVIEWS:
TO TRACK THE REVIEWS AND GET CREDIT END OF MONTH
TO TRACK THE REVIEWS AND GET CREDIT END OF MONTH
You need to add it on the payment tracker "Additional Info" Select (TRUSTPILOT SENT)
March 11
Additional Disposition (RC)
DNC - Payment-EPO/Partial/ Settlement
DNC - Did not get the job done
DNC - Third party/wrong number
March 19
SkitAI and SkitAI settlement
Please verify every customer that comes in through SkitAI and SkitAI Settlements going forward. There have been some calls that by pass the verification process and still get transferred, since there is no way to differentiate between those that have or have not verified we will need to verify every call through both SkitAI and SkitAI settlement to be sure we are staying complaint.
March 28
If you came across a call where the customer was asking about leasing a motorcycle/moped. We cannot lease any items that can have a title in ANY state in the United States. We are very limited to kids bikes, kids scooters, parts of mopeds and scooters. If you see a lease that includes these items, please let your TL know immediately.
This is violation of our contract with our investment firm. If we are caught leasing items like this, we risk losing our funding.
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