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Customers-Customer Service

Scope

This procedure covers all contacts with customers regarding AR activity.

System References

Customers-Search with Find/Enter

Collections-Customer Calls

Customers-Credit Balances and Refunds

Policy

Responsibility

The AR Collections Specialist is responsible for:

• responding to all customer inquiries
• recording all contacts with customers

Distribution

AR Collections Specialist^*

Ownership

The AR Manager is responsible for ensuring that this document is necessary, reflects actual practice, and supports University policy.

Activity Preface

This activity is performed whenever Accounts Receivable is contacted by the customer regarding any AR activity.

All customer inquiries begin by contacting Accounts Receivable.

AR Collections Specialist

1.   Respond to inquiry by customer.

• Determine reason for customer inquiry.

• Customer setup issue
• Invoice errors or adjustments
• Receipt application errors

If the inquiry concerns invoice errors, goto task #2.  Otherwise, goto task #3.

2.   Contact the AR Billing Specialist responsible for the invoice.

• Place customer in contact with the AR Billing Specialist.
• If the AR Billing Specialist is able to correct the invoice, end, otherwise, contact the Customer Service Rep to continue assisting the customer.

3.   Research the customer's account information.

Receivables
N > Customer > Standard
Find/Enter Customers

Refer to Customers-Search with Find/Enter

4.   Provide account information to customer.

If credit balance exists, goto task #5.  Otherwise, goto end of activity.

5.   Determine reason(s) for credit balance.

Possible causes of a credit balance include:

• customer overpayment on an invoice
• customer double payment on an invoice

6.   Document the call.

• Complete a Record-a-Call.

Receivables
N ® Collections ® Customer Calls
Customer Calls

Refer to Collections-Customer Calls.

• Summarize the customer contact.

If customer requests a refund, goto task #7.  Otherwise, goto end of activity.

7.   Begin the refund process.

Refer to Customers-Credit Balances and Refunds.

End of activity.

Effective: 08/13/04

Revision: 2

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