Customer Refund Standard Operating Procedure Quiz

What is the purpose of the Customer Refund Standard Operating Procedure?

• To increase fraudulent refunds to customers

• To protect the company from fraudulent refunds issued to customers

• To issue multiple refunds to customers in error

• To process refunds for non-Quickstop customers

Who is tasked with calling all refund customers monthly to notify them of their refunds?

• Accounts Department

• CSR

• Frontline staff

• Loan Underwriters

How are refunds issued for non-Quickstop customers?

• Via personal check from Belize Bank

• Via collections check from Heritage Bank Main Account

• Via cash

• Via online payment to their employer by Accounts Department

Who is responsible for creating an overpayment?

• Frontline staff

• Accounts Department

• CSR

• Loan Underwriters

What is the payment method for overpayment refund to Atlantic Overdraft Account?

• Unknown

• Collections Check

• Personal Check

• Cashier's Check

What must CSR verify when a customer requests to have their refund picked up by another party?

• Customer's address

• Customer's phone number

• Customer's identity in Vergent

• Customer's email

What should CSR do for a customer with overpayment and no outstanding loans?

• Issue a collections check

• Create Miscellaneous transaction in Vergent

• Create a new loan for the customer

• Issue a personal check

What should be done if the customer requests to apply payment towards the next loan?

• Create the overpayment refund transaction and make a payment of the same amount towards new loan

• Issue a personal check for the refund

• Create a miscellaneous transaction in Vergent

• Create a collections check for the refund

What should be done if the customer is not found in Vergent?

• Create a miscellaneous transaction under customer: 'Unknown Customer'

• Issue a personal check for the refund

• Issue a collections check for the refund

• Create a new loan for the customer

What should CSR provide to the customer after processing the refund?

• Copy of both the customer and the agent ID

• Authorization letter

• Unknown

• Company receipt