If the client is calling to obtain their balance owed on their account:
Check to see under Update Info if the client is opted into LPP
Go to the Account History – Add New Invoice – then the drop-down under Add Fee
Click on Daily Monitoring to get the amount owed per day (you can change the days to however many days the client is past due to get the correct amount)
Date Calculator here
Add Daily Loss Protection Plan to get the amount owed for LPP if the client has this checked
You will see the balance on the left under Invoice Totals including tax to quote the client
Remove the line items once you are finished quoting the balance
The Client can pay at their service center or if the client wants to pay the past due balance right then, go ahead and process payment.
NOTE: When Quoting the Final Balance:
Check for any missed appointments under the past appointments (unkept)
Check to see if there are any state fees that apply with the monthly monitoring for that state (SOP) when quoting the final balance.
Review Client Log Notes
When taking payment or quoting, agent must look at the service date first to verify if the client is current or past due, client will need to pay out from his "next service date/paid to date".
Pending Collections
If you see a note on the account, like the example below, the Client is NOT in collections and there is no need to have them contact James Smith. Provide the past due balance owed and schedule the Client for service. Agents can process payment if needed. Note the account that the service appointment has been scheduled, the balance provided, and/or payment is taken. (Break down the total of the quote provided in the account notes.)
Mailed pending collection letter; client is NOT in collection. DOES NOT NEED TO SPEAK WITH COLLECTION. Letter mailed for missing device and or balance accrued since last service date; If client is calling to update on why they are delinquent please document information in client log/notes. If client is calling to schedule service or make payment they can do so without speaking with collection. Thank you.**
Collections
If you see a note on the account, like the example below, a Call Center Agents can accept any payment for a collection client (please email notification to collection@lmgholdings.com). Agents MUST notate the account with a breakdown of how much was collected/quoted.
*** CLIENT IS IN COLLECTION FOR MISSING DEVICE AND/OR RENTAL FEES ACCRUED. CLIENT IS OKAY TO MAKE PAYMENT AND OR SCHEDULE SERVICE WITHOUT SPEAKING DIRECTLY WITH COLLECTION. IF CLIENT SCHEDULES SERVICE OR MAKES PAYMENT, PLEASE NOTIFY COLLECTION BY EMAIL AT COLLECTION@LMGHOLDINGS.COM. IF CLIENT WISHES TO SPEAK WITH COLLECTION, PLEASE ADVISE THEM TO CALL 888-958-8138 OR CAN EMAIL COLLECTION@LMGHOLDINGS.COM ***
NOTE: Do not contact James Smith for any reason, or provide the Client his contact information, unless you see the note above on the Client’s file.
Call Center Agents can schedule any service for a collection client (please email notification to collection@lmgholdigns.com)
Clients sent to collection owe an additional $100.00 collection unit recovery fee
Payment Plans
Submit a payment ticket to ART to request a Payment Plan if a client is attempting to settle their balance but cannot make the full payment with you.
Payment Plan Revision
Any arrangement that is not followed after 2 months will need to be reviewed for a new agreement. Please send to A.R.T
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