YES Team Meeting

1.       What will you advise an RBC that complains that they never receive their bills on time, and they always get a late fee therefore?

• Go to the postal office

• Contact your office

• Change apartments

• Create a YES EM online account

Internal client has never received their bills from YES EM. What will you check?

• The utilities billed

• Name in the account, Mailing address/UBQR and UB billing history

• Mailing address/UBQR and UB billing history

• c3 page, Mailing address/UBQR and UB billing history

Name the only internal database for which RBC clients cannot make a 1-time payment over the phone

• None

• All of them can make payments over the phone

• ASI and Commercial

• Commercial

IVR – can they partial payments?

• YES

• No

• Yes with a CC

• Only with ACH

Ledger codes knowledge. What does PTP mean?

• Power point presentation

• Paid to property

• Paid to the phone

• Paid to provider

What ledger code it's used when the property took over the balance?

• Write off

• Balance takeover

• Balance evicted

• Sent to collections

How do you handle late fees removals in RBO properties?

• Check UBQR and escalate

• Check UBQR only

• Check UBQR and send them to the property

• Just send them to the property

Would a resident ask for the ledger to be emailed to them - RBC

• Email the ledger

• Advise the resident that we cannot do that

• Escalate to LVL2 with an email address in the case

• Send them to the office

Should we encourage the residents to ask their office for a payment plan?

• No

• Yes we can do that

Should we discuss the grace days?

• yes, it's on their lease agreement

• Never ever

• Only if they are very insistent

• We always encourage them to pay on the due date