Ms Training Chapter 3 And 4

Front 1

Explain the steps you would take and what you would advise the member if they requested to stop automatic drafts to their EFT information.

Back 1

1) F4, CONTROL VARIABLES PRTPayBook FIELD

2) Inform Mem if they will recieve coupon, statement or neither

3) Go to Contract Info Side Panel and inform the member of any dues increase.

4) Let the member know they need to send their request in writing.

Front 2

How do you manually take payment over the phone using billing info ON FILE? How do you delete it?

Back 2

1) F7 PBP

2) Option DUD

3) Fill in and make sure total includes the $5 CNV Amt

4) CDU deletes a DUD

Front 3

How do you make a one time CCD payment manually? How do you delete it?

Back 3

1) F7 PBP

2) Option 2 CCD

3)Fill in and make sure total includes the $5 CNV Amt

4) CPB deletes One time CCD

Front 4

How do you make a one time EFT payment manually? How do you delete it?

Back 4

1) F7 PBP

2) Option 3 EFT

3)Fill in and make sure total includes the $5 CNV Amt

4) CPB deletes One time EFT

Front 5

What CAN pre-paid gift cards be used for?

Back 5

ONE TIME PAYMENTS

Front 6

What CAN`T pre-paid gift cards be used for?

Back 6

RECURRING DRAFT

Front 7

What TWO codes should you note in F7 if the member is refusing to make payment AND is 60+ days delinquent?

Back 7

ERP - (Explain RFC Procedures)

RTP - (Refused to Pay)

Front 8

Explain what you are required to do after updating the billing information on a Problem Account.

Back 8

SRPA in F7

Front 9

What screen is used to waive fees?

Back 9

F10

Front 10

What two codes are used to waive fees?

Back 10

WLF - Waive late fee

WSF - Waive service fee

Front 11

Where would you go to obtain an "approval code"?

Back 11

Main menu - WAC

Front 12

How would you enter an Canadian Routing Number in the I740?

Back 12

Put the last 3 numbers first

Front 13

List TWO pieces of information you should NEVER give an RFC member who is outside ABC's 5 day grace period?

Back 13

1) Balance

2) Cancel/Freeze Procedures

Front 14

Which IVR is used for one-time payments?

Back 14

Legacy IVR 1778

Front 15

What are the 2 possible types when updating EFT billing information?

Back 15

C- Checking

S - Saving

Front 16

Explain in detail the Credit Card redraft process

Back 16

1) Bill Date

2) Attempted nearest M, W, F up to 5 attempts (6 including the original draft)

3) PPMS every Friday till RFC

Front 17

Explain in detail the EFT redraft process

Back 17

1) EFT drafted on bill date or date selected in DUD/PBP

2) Full past due amount re-attempted following Friday, next day, date scheduled in DUD/PBP, etc

3) Full past due amount re-attempted following Friday, next day, date scheduled in DUD/PBP, etc.

- If the reattempt successful, normal billing will resume with the next scheduled invoice.

- If redrafts are reinstated to same billing information after PPMR, one re-attempt will be made. If payment declines R01/R09 once more, PPMR

If draft declined for any reason other than R01/R09, account placed on PPMR until member updates billing.

Front 18

Which IVR allows payments to be schedule for a certain date?

Back 18

Neither

Front 19

What screen do you use to REINSTATE EXISTING billing information on file AND what must you do before reinstating this pay mode?

Back 19

F7 - Verify the info is still valid

Front 20

3 Possible Verbal Passwords

Back 20

1) Mothers Maiden Name

2) Middle Name

3) Last 4 SSN

Front 21

What should you do if the member says they ALREADY paid at the club, you do not see this payment in F9 and the club is a CLI club?

Back 21

Enter a CLI

Front 22

Explain in detail the RFC process for members who are calling WITHIN ABC's 10 day grace period

Back 22

1) Verify RFC date in F7

2) Confirm you are authorized to take payment according to the RFC Email

3) Check F4 Notes

4) Manually add up balance in F10 (DO NOT INCLUDE LATE AND SERVICE FEE)

5) SRCO from F7 before taking payment

Front 23

What F7 code is used to process a reversal AND which option (1-3) would you use to move part of the members initial draft to ANOTHER MEMBERS ACCOUNT?

Back 23

RVE - Option 1 Repost

Move amount where it needs to be

Make sure the amount is the same as the total at the top.

Front 24

Explain the steps you would take and what you would advise the member if they requested to stop automatic drafts to their CCD information.

Back 24

1) Check PrtPayBook in F4 Control Variables Screen - Let them know how they will get their payment

2) Go to Contract Info and inform them of any increase

3) Note NBU and password in F7

4) Then PPMC or PNDR

Front 25

Where should you first refer the member when they request a copy of their agreement assuming ABC has a copy on file in imaging?

Back 25

MICO

Front 26

If needed, what distribution list would you email to request a member be sent a copy of their agreement

Back 26

MSTASKS

Front 27

What F7 code is used to process a reversal AND which option (1-3) would you use to reimburse the member a FULL payment, assuming they should have been canceled and never drafted?

Back 27

RVE - Option 3 Refund

Front 28

What F7 reason code is used when manually updating a member's billing information only

Back 28

NBU

Front 29

What F7 reason code is used when manually taking a member's payment only?

Back 29

DFT

Front 30

Explain in detail what the following club contacts are authorized to do:

1) Level 1

2) Level 2

3) Level 3

Back 30

1) Member information

2) Member Changes

3) Club and Member Changes

Front 31

Which set of cancel/freeze procedures are used to email a member and where must you go to access them?

Back 31

Desktop Icon - Completed Web Pages

Front 32

What screen do you use to REINSTATE EXISTING billing information on file AND what must you do before reinstating this pay mode?

Back 32

F7 - Verify Info is still current

Front 33

F4 WPC NOT ALLOWED

Back 33

Advise member they need to pay with us

Front 34

F4 WPC Allowed

Back 34

Try to get the member to pay with ABC and if not note WPC in F7 and Holds drafts for 10 days, must pay within 7.

Front 35

F4 WPC No Notes

Back 35

Try to get the member to pay with us and let them know we can not confirm if they can pay at the club

Front 36

What are you authorized to do for Processing Plus members AND how do you know the member belongs to a Processing Plus club?

Back 36

1) Update Contact Info

2) Update Billing Info

3) Take Payment

Red Flag on the Front Screen

Front 37

PNDR

Back 37

Non-Draft Reversal (Coupon and Statements not offered)

Front 38

PPMS

Back 38

Special Reversal ( CCD Declined too many times)

Front 39

PPMP

Back 39

Problem Account ( Billing Info Entered in Wrong)

Front 40

PPMR

Back 40

Reversal ( EFT declined too many times )

Front 41

PPME

Back 41

EFT

Front 42

PPMA

Back 42

American Express

Front 43

Can the BUYER be provided with the agreement number?

Back 43

Yes

Front 44

What F7 code is used to process a reversal AND which option (1-3) would you use to reimburse the member JUST THE LATE FEE, assuming they should have been canceled and never drafted?

Back 44

RVE - Option 2 Repost/Refund (KEEP SCREEN )

Only put on the screen what ABC is going to KEEP