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Flex - Knowledge Check Week 8/17

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  • Before merging tickets, what is the first thing an agent must do?
    Fully review both ticket
  • What is the first step to take when a customer contacts us to understand why their account was suspended?
    Access Ops Dashboard and locate their account.
  • What is a possible reason for suspension related to payment issues?
    Late payment or delinquency (DQ).
  • BPO agents are allowed to process MMF refunds for customers. (True or False)
    False
  • We may not be able to process a refund if Flex has already processed the rent payment for the customer. (True or False)
    True
  • It is a third-party service that offers its users a way to track, manage, and cancel subscriptions.
    Chargeback
  • How can you determine the suspension reason?
    By reviewing the notification history or preview in Iterable Events tab
  • Emotional distress is a valid sign of urgency. (True or False)
    True
  • Sing a song with the word 'Sorry'
  • When merging, who is responsible for the outcome?
    The agent who merge it
  • Sing a song with the word 'Fun'
  • Why do we need to act quickly when urgent language is detected?
    It prevents user frustration, DSAT, and SLA breaches
  • An account suspension refers to the temporary suspension of a resident's _______.
    Flex line of credit
  • When will a customer be charged a Monthly Membership Fee (MMF)?
    Every 15th of the month
  • What is the correct action after completing a merge?
    take ownership
  • What does a 'product suspension' mean for a Flexible Rent customer?
    Temporary suspension of the customer's Flex line of credit.
  • A user doesn't have to say "urgent" for a ticket to be considered urgent. (True or False)
    True
  • What should agents do if the customer vaguely asks for “my contract”?
    Ask the customer to specify the document type
  • Requests from visually impaired customers for a phone call should be escalated. (True or False)
    True
  • What changes occur when a product is suspended?
    The customer loses access to their Flex line of credit.
  • A _____ is a letter residents receive when their account is suspended.
    NOAA
  • Which program lets residents submit proof of income to avoid suspension?
    Income Verification
  • When might a customer be suspended for Insufficient Funds (NSF)?
    If their 1st payment fails due to insufficient funds.
  • What tickets should NOT be merged?
    Partner Care, Collections ..
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