Billing Brain Teaser

Generate an image of a person pondering over billing documents and customer service interactions, surrounded by charts and financial data, in a modern office environment.

Billing Brain Teaser Quiz

Test your knowledge in billing and customer service with our engaging Billing Brain Teaser quiz! This quiz consists of 10 multiple-choice questions designed to challenge your understanding of billing processes and customer interactions.

Join the fun and see how well you fare against the following:

Billing Protocols
Customer Interaction Scenarios
Payment Processing Procedures

10 Questions2 MinutesCreated by SolvingFinance142

A customer calls to make a payment. After verifying the customer, I am expected to:

Direct the customer to make a payment online which promotes self service.

Ask the customer to provide an email address to obtain their receipt which pilots the use of the Secure Payment Line.

Immediately review the customers billing account status to confirm if a payment can be accepted.

Explain to the customer that they cannot make a payment with a live representative so they will be transferred to secure payment line or our automated system.

An agent calls stating that the customer sent them a completed EFT form to change their banking information and he needs help making the change.

Instruct the agent to forward the completed EFT form to imaging and advise it will take 5-7 business days for the change to process. Then advise to manually collect any outstanding bills when due as it will not auto-draft.

Advise the agent only the customer can change the EFT information by doing so on our website.

Review and delete the current EFT rule. Then advise the agent that in order to add the new rule, the customer can do so online or he can forward the EFT form to imaging to add the new rule.

Review and delete the current automatic payment rule. Review for any scheduled payments from the old method and cancel accordingly. Advise the agent to manually replace that payment if any. Lastly, offer to walk the agent through the process of setting up the new rule using Foremost Star and have them retain the form in office.

A customer calls to setup EFT on a their Motor Home using a Credit/Debit card. What options are available to the customer?

Advise the customer to call their agent as agents are able to update automatic payment rule in Foremost Star.

Customer must create a MyForemost Account to add an automatic payment rule using their Credit/Debit card.

DocuSign can be used to setup EFT if the customer agrees or they can create a MyForemost account to add the Credit/Debit card for EFT.

Have the customer send a completed EFT form to imaging and transfer the call to billing to have the rule added. Since the form will be on file, billing will be able to add the rule without taking the information over the line.

On Monday 07/18, a customer calls about a refund issued on 07/01 to his correct mailing address. He is requesting that the check be reissued as he has no knowledge of receiving the check in the mail.

Honor the customers request by filling out a cash form.

Go to chat assist with the required check details to find out if the check has been potentially cashed. Process a stop pay Cash Form if not.

Have the customer contact his bank to find out if he cashed a check recently.

None of the above.

A customer calls to inquire about why they are receiving a cancel notice when they recently made their payment. They should not have another payment due until next month. You review the customers billing to see that 2 payments in the amount of $120.00 were made 1-2 days apart followed by a reversal of the same $120.00. What is your next step to resolution.

Reset the customers billing to remove the account from a cancel notice as the system should have the payment it is looking for.

Since 2 payments were made followed by a reversal, the system should not be sending a cancel notice. This is a billing issue and the call should be transferred over to billing.

Have the customer wait 24-48 hours for the system to recognize that the payment needed is in the system.

Have the customer submit a payment for the amount listed on the cancel notice to prevent the policy from cancelling.

You receive a call from a customer stating that for this month there will be no funds in the checking account that the EFT is scheduled to draft from. The customer wants to know if they can just submit the payment right now with a different card.

Yes they can. Since the payment will be made manually before the draft, there will be nothing due for the system to attempt pulling a payment from the auto-draft.

They can make the payment early. However, the automatic payment rule will have to be deleted and added back before the next bill goes out.

The customer can submit the early payment and you will prevent the system from drafting the account by cancelling the scheduled payment.

Request the customer to transfer funds to the account they have setup for autodraft. Explain that there will be enough time for the transfer to be completed since there are 2 attempts made to draft an EFT payment if the first declines.

An agent calls on a 381 policy that expired for non-payment. Instead of rewriting the policy, the agent wants to know if we can accept payment to continue coverage since it's within a 30 day window of renewal / expiration.

Have the call transferred internally to review if this is acceptable.

Confirm with the agent that it is acceptable to collect the payment as the policy will reinstate if it is made within 30 days.

Start a chat with chat assist to ask that the renewal be accepted per the agents request. Chat assist will process the request as long as we provide confirmation that the agent is applying the payment.

Advise the agent that these types of policies cancelled/expired for non-payment will have to be rewritten. There is no 30 day window to apply payment to continue coverage.

Billing Brain Teaser

Billing Brain Teaser Quiz

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