For Agents and Consumer Advocates that are not trained and do not have access to the Consumer Portal the following lists are suggested for consideration to empower these employees in assisting with consumer calls as well as prevent as many transfers to Managers as possible.

Question:  Do you have a site or portal where I can make my payment or set up my payment plan?

Suggested Answer:  We do have a portal.  The url is <portalwebsite>

Question:  Can I change payment method (credit card information) on the portal?

Suggested Answer:  Yes, you can.  Once you log into the portal you will see on the right hand side of the screen “Update Information”.  Select that option and it will guide you through the update process.

Question:  I made a payment but I do not see it in the portal Payment History.

Agent Question to Consumer:  Was that payment made through the portal?

If Consumer Answer is No: Your Payment History will only reflect payments that are made on the portal.

If Consumer Answer is Yes:  Direct caller to Operations Manager

Question:  I made a payment but I do not see that my balance was updated on the portal.  Why?

Suggested Answer:  Was that payment made through the portal?

If Consumer Answer is No:  If you did not make the payment on the portal, your balance will reflect that payment within 24 hours (or whatever interval balance files are uploaded.)

If Consumer Answer is Yes or payment time/date was > 24 hours:  Direct Caller to Operations Manager