TS&R: Update Payment Method

TS&R: Update Payment Method

Customers have the option of changing their payment method and payment plans. Payment options include paying through a client company (i.e., mortgage or utility company), getting a yearly bill, or paying in installments using ACH or a credit/debit card. 
 
They can also choose the following payment plans, full payment, three installments (not available on all warranty plans), or 12-monthly payments. Changes to the payment method and payment plans are completed in TIMX SCM 

Update Payment Method

  1. Retrieve the account details in TIMX SCM and verify the customer using CTI & Verification Guidelines.
  2. Click Payment to launch the "Make a Selection" pop-up.
  3. Click the drop-down arrow, select Update Payment Plan/Billing Mechanism, and click OK to launch the Payment Maintenance screen. 



  4. Click the Payment Method drop-down list and select one of the following: 
    1. Financial Institution: an automatic withdrawal from the customer's bank account
    2. Credit Card: an automatic payment method tied to the customer's credit/debit card.
    3. Bill Me: the customer gets a yearly invoice that they can pay by phone or mail.
      Before selecting Bill Me, reach out and obtain Supervisor approval and notate the supervisor’s name. Bill Me should be selected as a LAST RESORT. Click HERE to Follow the Bill Me guidelines. 
  5. Click the Payment Plan drop-down list and select one of the following:
    1. Full Payment: Customer pays full bill amount
    2. 3 Installments: Customer pays the total amount in three consecutive monthly payments.
    3. Monthly Payment: Customer pays the set amount in 12 consecutive monthly payments.
      Reminder: Read the Verbal Agreement Prior to obtaining payment information. Click HERE for the disclaimers. 


  6. Follow Secure Card Capture or enter new credit/debit card information. For savings/checking accounts, follow the process for Adding or Updating ACH As A Payment Method. Once updated, click OK to return to the Enrollment Form screen.
  7. Click Menu Options, then select Billing.
  8. Inform the customer of their next bill date and the amount due.


If changing Payment Plan, click Calculate Installments to display the Installment Calculator. Select the payment plan to see what the payments will be.

Enter Comments in the Communication History Log

Click HERE to following the Communication History Log process.

Example:
Caller: [First and Last Name]
Reason for call:  Payment Update 
Reason Details:  Has a new CC [or] changed bank account. 
Action Taken:  updated payment method to [pymt method]. Advised of next bill date and amount. 
Sales details:  N/A 
PYMT details:  N/A 
Sales Scripting completed:  N/A 
ROD:  Yes [if ROD is initiated]; Down [if error message received or not working at all]; N/A [if ROD is not applicable] 
CC/ACH scripting completed:  Yes 
CTI: Yes [CTI identified customer information]; No [CTI did not identify the customer's information]; Down [CTI did not populate at all or is not working at all] 

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