Change Bill Date

Change Bill Date

Customers may call in to change their bill due date for any number of reasons. Advise the customer bill dates can only be changed once per contract. Additional changes will have to wait till contract renewal, though exceptions may be made by the Accounts Receivable Team. If a customer has transferred from one mortgage company to another, the bill due date can only be changed at contract renewal. See notes below for other change restrictions. 
  1. If a customer calls to change the bill due date on the first or last day of the month, with payment due that day, that payment can be disabled and the due date changed if the call occurs before 9:30 am. After that time the customer is charged and the due date change will take effect for the following month.
  2. If a customer calls to change the bill due date on any day of the month other than the first or last day, with payment due that day, that payment can be disabled and the due date changed if the call occurs before 4:00 pm. After that time the customer is charged and the due date change will take effect for the following month.
  3. Though CSRs are entering new bill due dates, it takes Oracle 15-20 minutes to update the database. The new bill due date will not display until after Oracle updates. 

Open Contract in TIMX SCM

  1. Log into TIMX SCM.
  2. Click Enrollment, then select HS Search Panel.
  3. Search for the contract using either the Contract ID number, the Customer's First and Last Name, or the Property Address.
    1. If you search by the Contract ID, remember to leave off the Renewal Count (the ".x" at the end of the contract number).
  4. Enter the Search Criteria, then select Search in the menu.
    1. ​You can also click the Search icon in the toolbar or select the ALL radio button next to the HS Status line below the search criteria fields.
  5. Double click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.

Changing Bill Date in TIMX SCM

  1. Click Menu Options, then select Billing and Billing Detail to display the Billing Information screen.
  2. Double-click the most recent Due Date field to launch the Change Due Date pop-up.
  3. Enter the new bill date requested or press [F9] to display a calendar from which you can select the requested bill date.
  4. Enter a reason for the bill date change in the Gap Reason field and click Process, then Exit to close the Billing Information screen. The new due date will be updated when Oracle updates. 
A pop-up alert is displayed if there are multiple attempts to change the bill date. Message reads, "Due date has already been changed for this contract."

Enter Comments in the Communication History Log in TIMX SCM

  1. Click Menu Options, then select Comm Hist Log to launch the Communication History Log screen.
  2. Click the Add icon in the toolbar to add a new row to each column in the log.
  3. Click in the new row of each drop-down field and select the following:
    1. Communication Source  - Customer
    2. Communication Object  - Customer
    3. Correspondence Type  - Leave blank
    4. Communication Type  - Retention Customer Service
    5. Communication Method  - Phone
  4. Selecting Retention Customer Service as the Communication Type displays options below the Comments field.
    1. Select Phone as Communication Method first.
    2. Click the Disposition Code down arrow and select Billing/Account Update.
    3. Leave the In/Out Bound Flag and Renewed Flag checkboxes as-is.
  5.  Enter the following in the Comments field:
    1. Caller: Customer's full first and last name
    2. Reason for call: Billing Update
    3. Reason Details: Reason for changing bill due date
    4. Action Taken: Updated bill date to dd/mm/yyyy, informed customer bill date can be changed only once per contract
    5. Sales details: N/A
    6. PYMT details: N/A
    7. Sales Scripting completed: N/A
    8. ROD: N/A
    9. CC/ACH scripting completed: N/A
  6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.




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