JP Morgan Concourse Payments: Claim Credit
Cinch has partnered with JP Morgan Bank to give customers the option of receiving an electronic transfer for their Claim Credit by using JP Morgan Concourse.
This option is Only available if the customer has a valid email address on file.
We cannot offer or process a JP Morgan Concourse payment if a placeholder or invalid email address exists. Example: noemail@cinchs.com
We cannot offer or process a JP Morgan Concourse payment if a placeholder or invalid email address exists. Example: noemail@cinchs.com
If JP Morgan is selected in Zoho but the account has No Email Address on file at all, the following message will appear:
We cannot email Accounts Payable to process or change a JP Morgan Concourse Payment.
Scripting
When a customer advises of their decision to accept the Claim Credit while on the line, the below suggested scripting will be used to advise:
Customer Has Valid Email Address Script |
“I will be happy to assist with updating your
decision. For your claim credit payment, we have two options for you: You can choose to use our JP Morgan Concourse option
where you will receive an email to register and then can receive an
electronic payment via Zelle or directly to your bank account. Would you like
to accept an electronic transfer and receive payment information to your
email address on file? |
NO Valid Email Address Script |
“I will be happy to assist with updating your
decision. For your claim credit payment, we will process a check that will be
mailed and delivered to you within 7-10 business days.” |
IF customer accepts a check,
THEN select By Check in Zoho and follow normal claim credit process.
IF customer has a valid email address on file and chooses to accept JP Morgan Concourse Payment,
THEN follow the JP Morgan Concourse Payment process.
IF customer does Not want to accept a Check but does Not have a valid email address on file,
you may advise an email can be added to their account if they would like to receive an electronic transfer through JP Morgan Concourse.
IF accepted,
THEN update their email address in TIMX SCM, Refresh in Zoho, and follow the JP Morgan Concourse Payments process.
If technical issues and unable to update the email to move forward, advise customer of the option to receive the check OR direct them to MyAccount where they may update their email address and make their claim credit selection.
Sears Home Warranty: https://my.searshomewarranty.com
All Other Warranty Types: http://my.cinchhomeservices.com
Zoho
- In ServiceBench, create the SS-Claim Credit Review exception.
- Swivel to Zoho, in the Service Request, the Select Payment Option button will now be available
- This button will only populate if the Claim is Under Review and a SS-Claim Credit Review exception is created and in an open status ServiceBench.
- Click the Select Payment Option button.
- In the Reimbursement pop-up, select JP Morgan Concourse Payments
- Customers Email Address will populate
- Use below scripting to confirm customers Decision:Customer Has Valid Email Address Script“I will be happy to assist with updating your decision. For your claim credit payment, we have two options for you:You can choose to use our JP Morgan Concourse option where you will receive an email to register and then can receive an electronic payment via Zelle or directly to your bank account. Would you like to accept an electronic transfer and receive payment information to your email address on file?
Or we can process a check that will be mailed and delivered to you within 7-10 business days.”
NO Valid Email Address Script“I will be happy to assist with updating your decision. For your claim credit payment, we will process a check that will be mailed and delivered to you within 7-10 business days.” - Select the Terms and Conditions link to open and read the Terms and Conditions to customer.
- When customer agrees, click the Check Box, then Save .
- Enter Job Comments and Save .
If customer would like to update their email, make necessary changes in TIMX SCM, then refresh Zoho to see updated information.
Customer should receive the JP Morgan Concourse Registration email within 24 business hours.
Customer should receive the JP Morgan Concourse Registration email within 24 business hours.
If no response from the customer within 48 hours of email receipt to accept payment, the payment info will be returned to Cinch and processed as a paper check to be mailed.
If customer calls to check the status of their Claim Credit, reach out to a Supervisor to review the payment status.
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