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Published byJanel Jones Modified over 9 years ago
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Customer calls into Call Centre with Transfer of Ownership Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Agent advises customer of process, sends customer forms & updates SSS Transfer of Ownership – Call Centre
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Customer walks into Retail store with Transfer of Ownership request Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Does customer have completed documents on hand? Transfer of Ownership – Retail Store Advise customer of process to fax/email required documents & updates on SSS No Yes Agent logs request, uploads customer’s documents on Partner Portal & advise customer of TAT’s Admin Support Process to follow …..
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Customer emails Transfer of Ownership request Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Are the completed documents on attached? Transfer of Ownership – E-Desk Advise customer of process to fax/email required documents & updates on SSS No Yes Administrator emails the completed documents to SOnewapplications @autopage.altech. co.za & advise customer of TAT’s SOnewapplications @autopage.altech. co.za Admin Support Process to follow …..
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Transfer of Ownership – Admin Support Process Agent logs request, uploads customer’s documents on Partner Portal & advise customer of TAT’s Administrator emails the completed documents to SOnewapplications@autopage.altech.co.za & advise customer of TAT’s SOnewapplications@autopage.altech.co.za Customer faxes completed forms to (011) 650 1936 Fax is received by back office admin support on SSS workflow queue Fax is manually indexed & routed to SOnewapplications@autopa ge.altech.co.za email queue SOnewapplications@autopa ge.altech.co.za Request is received via SSS/Email workflow Documents in order? Yes No Agent calls customer to advise to send outstanding documents Credit Vetting & ITC affordability checks Application successful? Yes Verify contract & documents as per checklist & upload changes on BSCS Send transfer contract & supporting documents for filing & archiving Was application received via Retail? Yes Advise Retail store of application outcome No Agent provides customer with feedback via SMS No
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Customer lodges an escalation using an APC touch point Agent/Administrator verifies customer with CV-1 verification CV-1 verification successful? Yes No Advise customer of verification requirements and update SSS ticklers Agent / Administrator checks SSS for feedback Provide customer with feedback & update SSS tickler No Yes Agent / Administrator logs escalation on SOnewapplications@autopage. altech.co.za email queue SOnewapplications@autopage. altech.co.za Escalations Transfer of Ownership - Escalations Application approved? Query email work queue Administrator investigates & resolve query Query resolved successfully? Yes No Escalate to Manager / Senior Manager until resolved
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