Tmp_2890-MS Training Manual1568592746

ABC Financial Services, Inc.

Leaders for the Fitness Billing Industry

Member Service

Training Manual

Member Services Training Manual

Training Department Policies

ABC’s #1 RuleThe number one goal at ABC is to Create Raving fans by being fast and friendly with CARE! How we do it….CAREC – Commit 110 %A – Always say YES to ABCR – Run through brick walls everydayE – Exceptional relationships are UNIQUE, built by and for each individual client

Contact InformationLocal: 501.515.5000Toll Free: 1.888.827.9262Website: Myiclubonline.comEmail: [email protected] Address: 8320 Hwy 107 Sherwood, AR 72120PO Box: PO Box 6800 Sherwood, AR 72124

AvailabilityYou are required to be present and accounted for at ALL times. If at any time we attempt to contact you for roll call, via IM/email or on your extension and are unable to reach you, you are subject to disciplinary action up to and including possible termination. Should you need to step away from your desk outside of your regularly scheduled breaks

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mailto:[email protected]


and/or lunch you must notify your trainer beforehand. At NO time should your trainer have to contact you on your personal phone number in attempt to locate you.

System IssuesYou are required to contact your trainer IMMEDIATELY upon experiencing a system issue. If you are unable to call through you Interaction Client you must contact us on your personal line. Using the ABC phone numbers listed above, the trainer extensions are as follows:Trainer Extensi

onJodi Bates EXT

1523Natasha Flowers

EXT 1326

Staci Miller EXT 1622

Samantha Wilson

EXT 1010

You will be thoroughly trained on how to report system issues later in training. However, if you fail to contact your trainer immediately upon experiencing a system issue you may be subject to the normal attendance policy/occurrences.

AttendanceWhen an employee is in new hire training it is important that the employee not miss any time during the first five weeks. However, if an employee has an emergency he or she may accumulate up to one occurrence during this time, upon proper notice to his or her supervisor. If an employee receives more occurrences than allowed during the training period, the employee’s employment may be subject to termination. Monday and Friday are double occurrence days.

Please refer to your employee handbook for further guidelines relating to attendance.

During Training

First 60 Days

61 Days and Beyond

Action

2 Coaching

3 Written warning

.5 1.5 5 Final written warning

1.25 2.25 6 Subject to termination

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Call Out PolicyIf you are going to be late to work, late returning from break/meal, leaving early, and/or “calling out” for an entire shift, please do the following:

Speak with Andy St. Onge. If Andy is not available, speak with Paul Ross. If Paul is not available, speak with Renisenb McGehee. Contact numbers:

Name Office Number Cell Number

Andy St. Onge 501-515-5000 x1211

651-216-1549

Paul Ross 501-515-5000 x1023

501-908-7285

Renisenb McGehee 501-515-5000 x1727

501-697-1843

Note that you must actually speak with Andy, Paul or Ren either in person or over the phone. Emails, IMs, and/or voicemails are not accepted.

Per the attendance policy, please remember that failure to provide proper notification within 2 hours of your scheduled start time will be considered no-call, no-show and a voluntary resignation of employment.

Instant MessagingRemote classes are conducted via Instant Messaging. As an employee of ABC Financial you are to remain professional and respectful at all times both verbally and in text. You should NEVER use email or instant message to partake in personal conversation during training or after you join your respective teams. Please keep in mind that there is no expectation of privacy when communicating on ABC equipment.

To prevent overlooking an important IM from your trainer or a member of management please do the following:

Right click your Start Menu and select Properties:

Select the Taskbar Tab. Under Taskbar Buttons chose “Never Combine” and OK:

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Also, please be sure your Lync status is never on:

“Appear Offline” or “Do Not Disturb” . To change your status, open Microsoft Lync. Click the drop down box under your name and chose “Available”.

To IM an employee of ABC you will first need to search for them by name. To do so, open Microsoft Lync and type their name in the “Find A Contact” field. Once you locate their name in the list of results, double click their name or right click and select “Send An Instant Message” to initiate an IM:

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You will be asked to share your screen occassionally during and after training. To do so, click the “Share” button and “Desktop” after initiating an IM with your trainer.

Once you are screen sharing you have the ability to “Give Control” to your trainer. This allows them to manipulate your mouse and make changes or correct issues on your computer. To end the screen sharing session select “Stop Sharing” in the top right hand corner of your computer screen.

Equipment UseThe computers and ACD telephone equipment are the sole ownership of ABC Financial. Employees are not to tamper with the integrity of any software or hardware through use of outside disks, CD-ROMs, internet downloads, or any other device that may compromise the security and safe use of any equipment.

Internet and email usage is limited to in-department only due to the confidential nature of information shared within ABC Financial. Employees shall not provide their ‘abcfinancial’ email address to any outside personnel. Use of the internet is reserved for

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company processes (e.g.: Cancel/Freeze Procedures, ABC Financial Websites). See employee handbook for further information.

Computer settings are not to be modified in any manner (e.g.: screen savers, colors, fonts) unless done so by a member of the Training Department.

Computer games (e.g.: Solitaire) are not to be played in the classroom unless approved by a member of the Training Department.

Use of the projectors, projector screens, or any electrical/video devices is not permitted unless supervised by a member of the Training department.

Classroom ManagementClassroom exercises for reinforcement of all materials learned will be introduced regularly throughout the training period. All trainees are expected to fully participate in scheduled and random activities within the training environment. Participation may include role-plays, skill-building scenarios, whiteboard exercises, in-department observations, games, etc. Failure to participate will be documented for further counseling by a member of the Training Department. Employees shall convey any concerns with materials presented in a timely manner to ensure adequate acknowledgement.

Any behaviors deemed inappropriate by the training instructor, or any member of management, will be addressed and documented. Disruptive behaviors during any participation exercises will not be tolerated (e.g.: ‘controlling’ the class discussions, ‘talking down’ to the instructor or peers, sleeping or nodding off in class, going silent on IM). Any disruptive behavior observed within the training environment shall be addressed with the Department Manager.

All new hire trainees are expected to participate in random quizzes, end-of-chapter exercises and exams. From time-to-time, bonus points may be provided in random class exercises. Trainees are expected to take ownership of their personal learning during new hire training. Review of materials outside of class is encouraged. Trainees are not allowed to share exam responses, remove any exam materials from the training room or copy exam material without permission from a member of the Training Department.

Cellular DevicesCellular phones and other electronic messaging devices usage is prohibited during classroom training or when monitoring. All cell phones must be turned to the ‘vibrate’ or ‘silent’ option. Cell phones should not be visible in the classroom or heard via a Training Room conference bridge call. All cell phone usage must take place outside of class time, such as during lunch or breaks. Please inform your instructor if an emergency arises and use of your phone is needed during classroom training.

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Time ClockABC Financial employees are required to clock in and out for all scheduled/unscheduled breaks and/or lunches. A desktop MyPaychex time clock is accessible on each computer for employee use. Below are the guidelines for using the desktop MyPaychex time clock.

1. You are required to clock in and out each day. This includes all breaks, lunches, and any other time you leave the premises unless you are on approved company time. Frequently forgetting to clock in or out could lead to disciplinary action.

2. You may NOT clock in or out for another person. The only person that may clock you in or out is management or payroll. Sharing/Exchanging logins and passwords of ABC systems is prohibited. VIOLATION OF THESE RULES ARE GROUNDS FOR TERMINATION OF BOTH PARTIES.

3. Do not clock in more than 5 minutes before your shift.4. Do not clock out at the end of the day until you are dismissed by your trainer. 5. During Training you will take a break from 10:00am-10:15am and 3:00pm-3:15pm

unless otherwise instructed by your trainer.6. You are required to clock in and out for all breaks. Frequently returning late from

breaks is grounds for disciplinary action.7. During Training you will take lunch from 12:00pm-1:00pm unless otherwise

instructed by your trainer.8. You must clock in and out for lunch breaks. Lunch breaks are not counted as hours

worked. 9. If you forget to clock in or out, you will need to email a time clock correction (TCC)

to your trainer. Ex:

10. Confirm your time at the end of each shift! If you notice a missing punch or

an incorrect punch report it immediately to your trainer through a time clock correction. To confirm your time, verify the IN/OUT/ACTION are all correct. Check each punch under the Approval column and Save All. You can also check the box next to Save all then click Save All if all punches are accurate.

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Training OverviewTraining for Member Services is five weeks. Weekly classroom training is combined with hands-on employee practice and “nesting” with senior Customer Care agents. Training provided to each representative includes customer call handling skills, problem-solving scenarios, agreement image and interpretation, customer notation and account change options. Member Services representatives utilize the following systems during and post classroom training: I740 (customer account maintenance), Client Applications (visual imaging of scanned agreements), Cancel/Freeze folders (club specific procedures), Microsoft Outlook (daily communication of email requests), club process/procedural changes, and other department specific communication.

Knowledge assessments conducted weekly include verbal and written quizzes with bonus questions. Trainees are required to pass chapter exams with an 85% or better and the final exam with a 90% or better. Department performance standards for Member Service Representatives include attendance, QA score, error rate (accuracy), dialer %, schedule adherence and talk time.

You will have access to your test account for study/practice purposes from 7am-9pm CST Monday-Friday. This allows study time after class each day and prior to the exams from 7am-8am. You are not required to study outside of class time.

Training Performance Standards Include1. Attendance: Maximum of 1 occurrences (*none tolerated except in extreme

circumstances)2. Exams 1 – 3: 85% or higher3. Participation: REQUIRED4. Final Exam: 90% or higher

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At the end of week 4, the Member Services Representative will advance to one week of nesting before going to their assigned teams. Employee performance standards are consistently evaluated by supervisors, team leads and management.

Note TakingYou are encouraged to take notes electronically throughout training. This is not a requirement but it is highly recommended. Notes can be taken in Word and must be saved to your (H) drive. To save to your (H) drive simply open a Word document, go to File, Save As and select the Home Folder (H:) under Computer. You may need to expand the Computer options by clicking the + in order to see the H drive option. Name your document under File Name and click Save:

Because you work on a Zero Client computer all documents must be saved to your (H) drive. You cannot save to your Desktop on the Zero Client computers.

Emailing Training ManualAs a precaution, we encourage you to email a copy of the training manual to your personal email address and save it in a safe place on your personal computer. This will allow you to follow along in the manual should you have a system issue that affect your internet access and cannot be repaired for an extended amount of time. Having a copy of the manual to reference during class time will allow you to stay clocked in and avoid an occurrence.

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To email a copy of the training manual, open the manual (SharePoint; Member Services Folder; Training Documents; MS Training Manual 2014) and click File, Save & Send and Send As Attachment:

Enter your personal email address and click Send:

Based on previous experience, there is a tendency for the manual to deliver very quickly to email addresses at gmail.com and very slowly or not at all to email addresses at yahoo.com.

The Interaction Client (IC)The Interaction Client is ABC’s telephone system used for inbound and outbound call making. To open the I3 locate the icon below on your desktop and double click.

The phone system will display as follows:

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Number FieldThe Number field is used when making an outbound call:

My Interaction TabIn the example above we are dialing 5015155000 in the Number field with no spaces or dashes. Press Make Call or hit Enter to initiate the call. The call will then display under the My Interaction tab:

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Call History TabAll outbound and inbound calls taken will show under the Call History tab:

Company Directory TabTo dial an ABC employee by extension you will search for them by name in the Company Directory tab:

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In the example above we searched for “Paul”. All employees with this first name are listed. You can include all or part of their first and/or last name to narrow your search. You can dial the appropriate employee by clicking their extension in the Extension column.

Dial By ExtensionIf you already know the extension of the employee you are trying to reach you can simply type this in the Number field and press Make Call or hit Enter to initiate the call:

My StatusYou will need to change your status to “At A Training Session” during training. You will also use “At Break” during break time, “At Lunch” during lunch time, “Out Of Office” once you clock out for the day and “Available” once you start taking calls. DO NOT select “Available” until instructed to do so by your trainer. You WILL receive calls in this status. Your status can be changed by clicking the My Status drop down box:

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You can view the status of other ABC employees from the Company Directory tab mentioned above:

If needed, to add the status column right click “First Name” under the Company Directory tab. Select “Status Column” and “Status”:

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Button Functionality

Pickup: Used to answer an incoming callHold: Used to place a caller on hold. When placing a member on hold you must first provide the hold script “Do you mind if I place you on hold for 1-3 minutes?” Mute: Do not use the Mute button in place of the hold button. You should only use this button to sneeze, cough, etc. without the member hearing. The mute button should never be used to say derogatory or negative comments about the caller. Transfer: Used to transfer a call to ABC’s automated system or another ABC employeeVoicemail: Used to send a call to your voicemailDisconnect: Used to end your callJoin: You will NOT use this buttonListen: You will use this button during nesting to listen to seasoned agents as they take Member Service callsCoach: You will NOT use this buttonRecord: You will NOT use this buttonPause: You will NOT use this buttonAssistance: You will NOT use this buttonBank-Update: Used to transfer members to the IVR (discussed later in training)Calculator: Used as a calculator if neededCC-Update: Used to transfer members to the IVR (discussed later in training)CNX/FRE: Used to retrieve cancel and freeze procedures for clubs (discussed later in training)Get Call Log: You will NOT use this button

Button Removal (Mandatory)Some buttons are not used by Customer Care agents and should be removed to avoid confusion or accidental misuse. To remove the unused buttons, right click next to the Properties button beneath the Company Directory tab and select “Customize…”:

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Using the <Remove button, remove all options from the Selected toolbar buttons column (right) EXCEPT the Status button and select Close:

Dial PadWhile making an outbound call you may need to use the dial pad to utilize various automated systems. The dial pad is located under the Dial Pad tab. If you do not see a Dial Pad tab on your I3, click View then Dial Pad to add this option:

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Personal Name PromptBy having a recording that is clear and pronounces your name correctly it allows callers to validate who they are calling and sounds much more professional than the robotic computer voice. Please record your name now by following the instructions below:

1. From the Interaction Client, Select Options.2. Select Configuration.

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3. From Configuration window, select Personal Prompts from the options listed on the

left. 4. To record your new name prompt, select the Record Name button and follow the

prompts. It is important to CLEARLY record your first and last name.5. Press Apply to make the new prompt active on the system.

VoicemailsVoicemails are sent to your Outlook as an email and will show as being sent from “IC Admin”. If the message is less than two seconds in length it will show as “Caller message is less than 2 seconds-Message will be discarded” at the bottom of the email:

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If the message is more than two seconds long, double click the attachment in the email to listen to the message through your headset.

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Chapter 1

Function Keys

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I740 NetworkThe I740 is the network system we use in all departments at ABC. You are required to sign-on when clocking in for the day and sign-off when clocking out for the day. To open

the I740 locate the icon below on your desktop and double click.

When the I740 is opened the program will display as follows. You will log in using your User ID and Password:

Tab KeyIt is important to use the Tab key to go from one text field to the next or to get your cursor on the appropriate text line. However, if you accidently enter text anywhere other than an appropriate text line you will get the following error at the bottom of your I740 session: “Cursor in protected area of display”.

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Control KeyYou must press the Control key to remove the error message. You can then Tab down to the appropriate text line. This is a very common error message due to the sensitivity of the I740 system. You will not be allowed to type in the session until you press the Control Key.

Multiple Sessions You will open at least two I740 sessions when you begin taking calls. This will allow you assist the members more efficiently. You can use the Alt key + Tab to toggle between the two sessions. When opening more than one I740 session you will be prompted with the following message:

This message is simply advising you that you currently have an I740 session open. Press Enter to continue as instructed.

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Account Retrieval MethodsAccount retrieval methods are used to locate a member’s account by name, phone number, billing information, etc. from theI740. Once you have logged into the I740 with your User ID and Password you will be directed to the Main Menu. Select Option 2. Contract Maintenance:

You will be directed to the Contract Maintenance screen. Select Option 1. Contract Maintenance:

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Members who join the club sign an agreement with a 9 digit agreement number. The first 4 digits is the club number. The last 5 digits is the individual member number. If you know the “Agreement number” you will enter it here. If you do not know the agreement number press F11 from the following screen:

You will be directed to the Retreival Method Selection screen:

To select the desired retreival method, enter the corresponding number in the blank and press Enter:

The retrieval methods 1-13 are as follows:1. Account #-Option 1 allows you to search for an account by the 9 digit agreement

number. This number is composed of the club’s 4 digit club number and the member’s unique 5 digit member number.

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2. Last Name-All-Option 2 allows you to search for an account by the member’s first and last name.

3. Last Name-Club-Option 3 allows you to search for an account by club number, member’s first and last name. This option is typically NOT used by Customer Care agents.

4. Last Name-Company-Option 4 allows you to search for an account by company name, member’s first and last name. This option is NOT used by Customer Care agents.

5. SSN Number-Option 5 allows you to search for an account by social security number. The SSN will only be listed on the member’s account if they listed this information when signing the agreement. For security reasons this search method should be used only as a last resort.

6. Clubs Account Number-Option 6 allows you to search for an account by the Key Fob (barcode) number we have on file if any. You will NOT enter information in the Club # field. The Key Fob number should be entered in the Club Account # field.

7. Bank Routing Number-Option 7 allows you to search for an account by the bank

account routing number we have on file if any. This option is NOT typically used by Customer Care agents.

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8. Bank Account Number-Option 8 allows you to search for an account by the bank account number we have on file if any.

9. Credit Card Number-Option 9 allows you to search for an account by the credit card number we have on file if any. You will NOT enter information in the Company

field. 10. Home Phone Number-Option 10 allows you to search for an account by the

home phone number. Take note that the area code will be entered last rather than

first.11. Work Phone Number-Option 11 allows you to search for an account by the

work phone number. Take note that the area code will be entered last rather than

first.12. Emergency Phone Number-Option 12 allows you to search for an account

by the emergency phone number. Take note that the area code will be entered last rather than first.

13. Account # - CLUB-Option 13 should NOT be used by Customer Care

agents.You can also search by cell phone number. Press F3 until you return to the I740 Main Menu and select option CEL: Display Cell Phone Selection:

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In the example below we are searching for cell phone number 501.515.5000:

• AREACODE: Place the area code INSIDE the single quote (‘ ‘) Ex: 501

• PREFIX: Place the first three digits of the phone number INSIDE the single quote (‘ ‘) Ex:515

• NUMBER: Place the last four digits of the phone number INSIDE the single quote (‘ ‘) Ex: 5000

• Press Enter to search. This may take a few moments as it is searching the entire system for the cell phone number in question.

• If an account with this cell phone number is located the agreement number will display at the bottom of the screen under the Account column. You will need to take note of the account number, back out of the cell search option and enter the account. You can also enter the account using another I740 session.

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Retrieval Method 2. Last Name- ALLHere you can enter a member’s full/partial Last Name and full/partial First Name to search for their account. You can also enter the State to narrow your search even further Do not enter a zip code in the Zp field and leave the D/M/B and A/I/B fields as “B”. Occasionally a members name will be misspelled in the I740. Searching by only a few letters of their first and last name will increase the chances of locating their account if you are not able to successfully locate their account using their full first/last name. In the example below the members name is actually spelled “StePHen ZatarskY”, but in the I740 his name is spelled “SteVen ZatarskI”. If we search by Last Name “Zata” and First Name “St” we have increased our chances of locating his account.

Name column: Anyone with this first and last name criteria will displayContract # column: This is the members 4 digit club number+5digit member number. AKA agreement #Phone Number column: This column will be blankD/M column: D=Primary member; M=Secondary memberS column: I=Inactive status; Status A=Active statusT column: Agreement Type (O=Open End, I=Install, C=Cash)M column: Payment method (V=Visa, D=Discover, A=American Express, M=MasterCard, E=EFT, S=Special Reversal, R=Reversal/Non-draft reversal, P=Problem, C=Coupons/Statements)F column: Payment frequency (M=Monthly payments, A=Annual payments, B=Bi-weekly payments, S=Semi Annual, Q=Quarterly, W=Weekly, C=Cash)ST column: State

Enter 1 to select the account and press enter to view. Don’t avoid entering the account simply because it shows inactive. This may be the correct account for the member.

Pop Up BoxMany clubs have pop up boxes that display upon entering the account. These boxes contain important information for that specific club. Should you encounter a pop up box you are required to read its contents carefully. You will then press the function key

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indicated at the bottom of the box to exit and enter the members account. The function key required to exit will be different at each account entry.

Ex: Press F4 to exit after reading the information:



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Releasing An AccountNow that we know how to locate a member and enter their account we must learn now to “Release the account” if needed. Having to release an account is VERY common. In the example below, notice the “This Contract In Use By Another Terminal” error at the bottom of the members account:

If you receive this error upon entering the account you will need to take note of the agreement number (you will need this to release the account) and press F3 to back out and return to the Main Menu. Select option RLS. Release Locked Account and press enter.

In the Member # field enter the 4 digit club number, PRESS TAB KEY and then enter the 5 digit member number and press Enter:

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Once the account is released you will see an “In Use Flag Cleared For Account ___” flag at the bottom of the screen. You now press F3 to return to the main menu and re-enter the account.

Front ScreenThe front screen includes member contact information such as address, home phone number, work phone number, emergency phone number, cell phone number and email address. Secondary members, if any will be listed here. The current payment method and limited agreement information will be displayed.

Side PanelsIf you page down from the member’s front screen, the Contract Info side panel will display. This screen includes more specific agreement information such as the agreement type, dues amount, renewal information, etc.

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The following Club Info side panel shows the club name, phone number and club employee information such as names and passwords if any.

The following Bank Info side panel will show contact information to the bank associated with the EFT information on file if any. The payer information may be listed under the Draft Under Name section. The buyer will be listed here as well.

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The Bar Code side panel may list the bar code/key fob number if any.

The Extended Info side panel may show information such as birth date or other personal information.

Agreement TypesAgreement types give information about the type of agreement the member signed upon joining. The agreement type is listed on the member’s front screen, Contract Info side panel in the Type field.

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1. Open End: Type O-Members who have an Open End agreement type signed a month to month membership. There is no expiration date, no renewal and can be cancelled at any time for any reason by following the Open End cancellation procedures.

2. Open End Cash: Type O / Freq C-Members who have a Cash Open End agreement type signed a membership with no expiration date, no renewal and no scheduled payments. They may or may not have made a down payment upon joining. These accounts are commonly referred to as “Comp Accounts”.

3. Installment: Type I-Members who have an Installment agreement type signed a membership for a specific length of time. Typically, these memberships can only be cancelled due to move or medical reasons. However, some clubs provide a buyout option or special cancel instructions. These memberships are set to expire at the end of the term with NO automatic renewal.

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4. Installment with Automatic Renewal: Type I / Auto Y-Members who have this Installment agreement type signed a membership for a specific length of time with an automatic renewal. Typically, during the initial agreement term, these memberships can only be cancelled due to move or medical reasons. However, some clubs provide a buyout option or special cancel instructions. These memberships are set to automatically renew at the end of their term (USUALLY on a month to month basis). If the account automatically renews to Open End it can be can be cancelled at any time for any reason by following the Open End cancellation procedures.

5. Cash: Type C-Members who have a Cash agreement type signed a membership for a specific length of time, and paid in full upon joining. They may or may not be allowed to cancel prior to expiration, and some accounts may be scheduled to automatically renew. These accounts are commonly referred to as “Paid In Full (PIF)”.

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BuyerThe person who signed the agreement is ultimately responsible for the agreement and ensuring payment is made each month. Buyers are commonly listed for agreements purchased as gifts or signed by a parent/guardian for a minor member, etc. Buyers may also be shown as follows:

1. The buyer can appear to be listed as the primary member, but the Mbr flag will be N for “non-member”. They are only the buyer if the Mbr flag is N. As a result the actual primary member /additional secondary members will all be listed in the secondary member section.

2. By paging down to the Bank Info side panel on the member’s front screen you can access Buyer information if any by pressing F10.

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Function KeysFunction keys are used to navigate, make changes or notate a member’s account.

1. F2: Club Information-Provides information about the club such as their address, phone number, email address, owners, club contacts, etc.

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2. F3: Cancel Function-Allows you to return to the previous screen.3. F4: Customer Service Notepad-Provides you with special notes regarding each

club. You are REQUIRED to read this information on EVERY call. This screen also provides information that will be used when calling a club.

a. Level 0 club contact-Club and member information only (Reserved for Accountants and business partners of the club. VERY rarely used)

b. Level 1 club contact- Member information onlyc. Level 2 club contact-Member changes only. No level listed is to be treated as

a level 2d. Level 3 club contact-Club and member changese. If passwords are listed they must be verified before discussing the account f. DNC-Do not contact (usually referring to a specific club contact)g. CLI club-you cannot call a CLI clubh. Club Cancels/ABC Cancels Flag-DO NOT TRUST THIS FLAGi. Never give out club employee names or cell phone numbers to members

4. F5: Access To Do Changes- Allows you to make changes to information on the front screen such as address, phone number and email address. We do not make changes to the name without proof such as a new Driver’s license, marriage certificate, etc.

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a. You MUST be on the front screen to update the account. You cannot process any updates while accessing the side panels.

b. To enter the home (H/P), work (W/P), emergency (E/P) or cell phone (C/P) number, simply press F5 and enter/update the phone number in the appropriate field

c. To enter the email address, simply press F5 and enter/update the email address in the E/M field.

d. To enter the address, press F5 and enter/update the street address (Ad1), delete the city (Cty) and state (St), enter the zip code and press Enter. You will be given a list of possible cities and states for your member’s address. Enter a 1 next to the P in the PRFRD column and press Enter.

e. Bad Address-if the address is flagged as red on the front screen, it was done so by the postal service as ABC verifies all addresses through the United States Postal Service (USPS). Be sure to get updated information from the member when we do not have a valid address on file.

f. Bad Email Address: if the email address is flagged as red on the front screen, ABC was unable to deliver an email to this email address. Be sure to get updated information from the member when we do not have a valid email address on file.

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NOTE: You may see F7 notes showing email address updates received by Lexis Nexis. This is a company ABC uses to ensure we have the most up to date contact information for the member. Each Monday ABC provides Lexis Nexis with a list of accounts that were past due for the previous week where no email address is on file for the member or we sent a late letter email that was rejected. If the member asks how their updated email address was received you can explain that ABC is partnered with Lexis Nexis which provided the updated information.

g. To ADD a Canadian address you will press F5 and enter a 1 in the Cntry field and press Enter. Enter the address in the Foreign Address Window including City, State/Prov (F4 to select from list) and zip code (LNL NLN) and press Enter. Make sure you utilize F4 to select the State/province! Press F3 to return to the front screen.

The address section on the front screen will now show “Canada”.

h. To UPDATE an existing Canadian address press F5, then shift F6/F18 to view and edit the Canadian address in the Foreign Address Window. Once you have made the necessary changes, press enter and F3 to return to the front screen.

i. To revert back to a US address from a Canadian address, simply press F5 and delete the 1 from the Cntry code field. Press Enter then F5 to enter the US address information.

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5. F5 + F1: Access To Update EFT/CCD- Allows you to update EFT/CCD information from the front screen. You will only update the billing information in this manner if the member is unable to use the IVR. When updating a CCD you will NOT ask the member for the CSV code on the back of the card. This information is NOT needed to update billing information. If you ask for the CSV code this is a security violation that will result in disciplinary action up to and including termination.

6. F6: Print Letters- F6 allows you to print necessary letters requested by the member such as cancel confirmation, payment history, new coupon booklet, etc. Option 1. PRINT LETTERS is used for letter requests and option 2. PRINT PAYMENT HIST is used for payment histories.

a. BEFORE sending a letter to the member through F6 you should refer the member

to ABC’s website if this same information can be accessed by registering their account online at www.myiclubonline.com. The member will select Register and complete a series of 2 steps:1. Step 1: Agreement number (Retrieve Agreement Number option is available),

First name, Last Name and Zip/Postal Code:

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http://www.myiclubonline.com/


2. Step 2: Email Address, Email Address Re-Entry, creating a Username, creating a Password and Password Re-Entry:

The system will notify the member whether or not the username they have selected is available and if their password selection is “strong, good or weak” based on combinations least likely to be deciphered by an unauthorized user.

The password is not case sensitive and it may consist of letters and/or numbers.

The member will be notified if they re-enter their password and/or email incorrectly and it does not match the original entry.

Once all fields have been completed the member will click Register. If the member’s registration is successful they will receive a “Thank you

for registering” pop up and the option to sign in.b. The following is available to the member online:

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c. If the member requests a custom letter not available in F6, consult your supervisor and lead to determine if ABC can generate a custom letter for the member.

7. F7: Account Notations-F7 is a recorded summary of all codes entered and actions taken on an account; notes regarding the member’s account.

8. F8: Payment Schedule-F8 is a schedule of all payments the member is responsible for.

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9. F9: Payment History-F9 is a history of all payments received on the account since the membership was activated in our system; shows payments, declines and decline reasons. Press F11 2x from F9 to drill down on payment/decline details.

10. F10: Payment Breakdown-F10 is a monthly breakdown of what the member is responsible for; will list additional fees the member may have incurred.

a. Late fees are displayed and waived on this screenb. Service fees are displayed and waived on this screenc. Addition profit centers will display on this screen. Ex: Tanning, child care, etc.

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11. F11: Fee Information-F11 from the member’s front screen shows how much is charged for late/service fees and how much of a grace period is allowed before fees are charged. The most common fee amounts are a $9.50 late fee and $19.50 service fee, but the clubs can decide to charge alternate amounts. That is why it is important to check the clubs fee amounts in F11. DO NOT MAKE CHANGES TO THIS INFORMATION!

12. F12: Exit Function-F12 allows you to exit out of any screen at any time. 13. Shift F1: Previous Changes-Shift F1 from the members front screen shows

previous changes done to the account; must be on the front screen, Contract Info side panel. AKA F13.

a. Agreement type will change when the account automatically renewsb. Changes to Term and Renewal sectionc. D=Draft; Dues while on auto draftd. C=Coupon/Statement; Dues while not on auto drafte. Soft changes displayedf. Must press Enter to exit previous contract changes.

14. Shift F2: View Associated Accounts-Shift F2 from the member’s front screen shows members linked by billing information or Master Member ID; must be on the front screen. AKA F14.

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a. Billing: If the account is linked by billing information you will see a Y in the EFT or CCD column. This means all linked accounts have either the same bank account or credit card number on file.

b. Master Member: If the account is linked by Master Member ID you will see

information in the MST column. The asterisk indicates the Master Member and Y indicates the associated accounts. Typically, the Master account will have the billing invoices for the “linked” accounts. The linked accounts will show as cash open end memberships with no billing. The accounts will not be linked by the billing information.

NOTE: ABC bills for Corporate Accounts as well as individual member accounts. There may not be a specific person’s name listed in the First and Last name field. Instead, you may see a company name such as the one below:

If the caller can verify the Company name, the address and phone number you are able to assist them with their questions, concerns, payments and auto draft updates. However, should the caller have questions regarding rates, stopping automatic drafts, cancelling a member, club promotions, etc. refer them to the club. There are a variety of entry methods used for corporate accounts. You may see one account with a large dues amount to account for all the companies employees, you may see accounts linked by master member ID, or you may see many accounts linked by billing. If the account is obviously a corporate account or the caller identifies it as such please assist them as explained above. 15. Shift F4: View Secondary Members-Shift F4 from the member’s front screen

allows you to update, view or add secondary members. Typically you will NOT update

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this information without instruction from a level 2/3 club contact. You will simply review secondary member information directly from the front screen. AKA F16.

16. Shift F5: IVR Function-Shift F5 from the member’s front screen links member to the SECURE IVR for billing updates. You will then select the appropriate Bank or CC Update button from the Interaction Client to transfer the member to the IVR. AKA F17.

17. Shift F7: Imaging-Shift F7 from the member’s front screen allows you to see documents scanned in on the member’s account excluding emails. You log into Client Application using your I740 log in information. AKA F19. Below are examples of both paper and electronic agreements.

a. Annual Fees: “Typically annual fees are for improvements, upkeep and maintenance of the gym although some clubs charge them for other reasons.” Not all clubs charge these fees. Please refer to the agreement or contact the club if the club is not a CLI club for more information if needed. Members will ask you to explain the annual fee frequently. Be prepared to provide this information.

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18. Shift F9: Pending Maintenance-Shift F9 from the member’s front screen allows you to set up changes to be made in the future. AKA F21. Ex: The payment is currently pending with dues and late fees. After negotiation we agree to refund the late fees once they post. We would schedule a pending maintenance to refund the fees once they are collected.

19. Shift F10: Bank Routing Numbers-Shift F10 from the member’s front screen allows you to look up the routing number to any bank. Pressing F11 from Shift F10

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allows you to search by bank name. This is NOT a function key you will use often. AKA F22.

20. Shift F10: Key Word Search-Shift F10 from the F4 club notes allows you to search by key word. Enter the key word in the Find field and press Enter. Press F1 to page through the key words (displayed in white font) listed in the club notes.

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21. Shift F12: Soft Changes-Shift F12 allows you to process changes to a member’s account; must be on front screen, Contract Info side panel. These changes will then appear in Shift F1. AKA F24.

Function Key Summary:F2-club infoF3-cancel F4-club notesF5-Changes Ex. Addy, phone, emailF6-Print letters (option ½ only)F5/F1-Update billing infoF7-Account notesF8-Payment scheduleF9-Payment history (F11/F11)F10-Payment breakdown (Waive late/service fees)F11-Fee info (Read only)F12-ExitSF1-Previous contract changes (Contract info side panel)SF2-View associated accounts (Linked by Master Member or Billing)

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SF4-Secondary members (not frequently used)SF5-Secure IVRSF7-Imaging (Log in using 740 credentials)SF9- Pending Maintenance (Changes for the future)SF10-Routing number search (from front screen/F11 allows Bank name search)SF10-Key word search (from F4, F1 to page through F4)SF12-Soft changes

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Chapter 2

Notations, etc. 57


F7 Reason CodesF7 reason codes are used to notate a member’s account. It is VERY important that you use the proper reason code.

1. FRE: Calling Regarding a Freeze- F7 code FRE is used when a member calls to discuss a freeze.

2. CNX: Calling Regarding a Cancellation- F7 code CNX is used when a member calls to discuss a cancellation.

3. NBU: Calling To Update Billing- F7 code NBU is used when a member calls to update their bank account or credit card number.

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4. WEB: Calling About ABC’s Website- F7 code WEB is used when a member calls about our website or is having issues viewing their account information online.

5. LTR: Calling About Written Correspondence- F7 code LTR is used when a member calls about an email or letter they received from ABC.

6. PHN: Calling About a Phone Call- F7 code PHN is used when a member calls about phone call they received from ABC.

7. DFT: Calling Regarding a Billing Issue- F7 code DFT is used when a member calls regarding a billing issue.

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8. UMI: Calling To Update Member Information- F7 code UMI is used when a member calls to update information such as address, phone number, email address, etc.

9. RSC: Calling To Request Status Letter- F7 code RSC is used when a member calls to request a status letter such as payment history, paid in full letter, etc.

10. VPD: Calling To Verify Payment Due- F7 code VPD is used when a member calls to verify when a payment is due.

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11. VCI: Calling To Verify Agreement Information- F7 code VCI is used when a member calls to verify agreement information such as the renewal date, expiration date, etc.

12. ENH: Calling Regarding An Enhancement Fee- F7 code ENH is used when a member calls regarding an Enhancement fee.

Resolution Code Selection WindowIf a Resolution Code Selection Window appears after entering an F7 reason code, this simply means the member has previously called about an issue that required the same F7 code as the one you are attempting to enter. Press F6 to enter a new F7 note:

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Note: At the end of each call choose the appropriate wrap code on your Interaction Client based on the main reason for the member’s call. The wrap code should match the reason code used to create the MAIN F7 notation. Only 1 wrap code should be used per call.

Notations1. When noting an account you must keep in mind that the CLUB and all ABC

employees must be able to read your notations. All important information discussed on the call should be noted, but keep the notes as simple as possible. Do

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not notate profanity in the notes! Do not notate credit card/bank account numbers in the notes!

Ex: “Member called to cancel due to nonuse. Advised member 30 day written notice, responsible for payments within and post mark date starts 30 days. Gave email address and agreement number.”

Ex: “Member called to freeze. Advised freeze allowed for any reason. 1-6 months per calendar year, $5.00 monthly charge while frozen. Still responsible for enhancement fee that falls within. Upon completion payments due without notice. Freeze begins upon receiving letter. Gave email address and agreement number. Advised to include how many months to freeze in letter.”

Ex: ”Member called to see why drafted extra $29.00. Advised credit card declined 5/1/13. Payment wasn’t made until 5/20/13. $9.50 late fee assessed when exceeded 10 day grace period. $19.50 service fee charged when payment declined.”

Ex: “Member called to update credit card. Pw***smith*** gave next bill date 5/1/13.”

2. Generic F7 notation codes-There are three F7 codes available to use when noting. These codes can be used to add additional notations, note an FYI for future reference or to note important information regarding the account. These codes are CNT, FYI and INF:

CNT: Continuation of Above

FYI: For Your Information

INF: Information Follows

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3. WCC-Notate “We called club” and what took place on the call any time you make a call to the club. DO NOT NOTATE CLUB CONTACT PASSWORDS IN THE F7 NOTES.

4. WCM-Notate “We called member” and what took place on the call any time you make a call to a member.

5. Multiple Accounts-When a member is calling in about more than one account you will only need to make notations using the F7 reason codes on one account. You will then use FYI to advise to “See account …” to reference other accounts in question. On the additional accounts you will simply note using FYI to “See account…” to reference the main account. Ex: Main account is 9700-25252, additional accounts are 9700-25007 & 9700-25008:

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6. Abbreviations-Some abbreviation is acceptable, but only if the club and ABC

employees are able to determine what it is you are abbreviating. See acceptable abbreviations below:

CNX CancelDFT DraftLMTC Left message to callPMT PaymentCLLD CalledCLB ClubA/R Auto renewB/C BecauseNBI New billing informationNCCI New credit card informationSD SaidW/ WithWCB Will call backO/E Open endVER VerifyPOM Proof of movePIF Paid in full

MEM MemberTLD ToldACCT AccountREG RegardingCC Credit cardEFT Bank AccountREQ RequestCOC Copy of agreement/contractLTTR LetterW/R Written requestW/I WithinDAR Delete auto renewalCI Called inDOC Document/documentationNSP Not sufficient proof REP RepresentativeENH Enhancement fee

Agreement Entry MethodsAgreements can be entered by both ABC and the club. The F7 notes will provide information on how the agreement was entered into the I740.

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1. DataTrak-Clubs can enter agreements through ABC’s DataTrak (DT) software. The paper copy is kept at the club or sent to ABC to be scanned in on the members account. If an agreement is entered through DataTrak, the User listed in the F7 notes will show “DTATRK”.

2. Electronic Agreement Entry-Clubs can electronically enter agreements through ABC’s DataTrak (DT) software. This method of entry is paperless and ABC will always have a copy of the agreement on file. If an agreement is entered through EAE, the User listed in the F7 notes will show “DTATRK” (Same as DataTrak entry).

3. Online Business Center-Clubs can enter agreements through ABC’s Online Business Center (OBC). The paper copy is kept at the club or sent to ABC to be scanned in on the members account. If an agreement is entered through the OBC, the User listed in the F7 notes will show “WEBAPP”.

4. Data Entry-When a club sends paper agreements to ABC for entry, all agreement information is entered into the I740 by our Data Entry department. ABC will have a copy of the agreement on file. If an agreement is entered through Data Entry, you will see Entry 1, Entry 2, Account Verified, etc. in the F7 notes.

5. Upload-Rather than a club sending paper agreements to ABC for entry, instead ABC can upload all agreement information to our system electronically. The paper copy is kept at the club or sent to ABC to be scanned in on the members account. If an agreement is entered through an Upload, “UPLOAD ACCOUNT ACTIVATED” will be listed in the F7 notes.

6. MICO-Some clubs allow members to join via the club’s website. The MICO agreement should be available in imaging. If an agreement is entered through

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Myiclubonline (MICO) the User listed in the F7 notes will show “DTATRK” and Auth by will show ABCTECH.

Processing Plus Clubs (Example: Meridian Bodies In Motion Club 1885)When clubs hire ABC as their billing company they have the option of being a “Processing Plus” club. Processing Plus services, also known as Processing Only, come at a much lower cost to the club. This means that ABC is only processing their drafts and nothing more. We DO NOT process late letters, collection calls, enter in the clubs agreements, etc. Most members calling from Processing Plus clubs will be referred back to the club. If a club is Processing Plus you will see a “Processing Only Club” flag in red on the member’s front screen:

You CAN assist these members with the following only: You can update contact information including address, phone numbers, and email

address. You can update billing information for EFT/CCD. You can take payments according to the third party disclosure policy.

You CANNOT assist these member with the following and will refer the member to the club:

You cannot answer ANY questions regarding their account. You cannot waive or refund late or service fees. You cannot stop automatic drafts.

Feel free to make a courtesy call to the club to research an issue for the member assuming the club is not a CLI club.

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If a member of a Processing Plus club refuses to contact the club to stop automatic drafts, attempt to call the club if the club is not a CLI. However, if you are unable to call the club or no contacts are available you can enter a CLI to place the account in research. See example CLI below:

Club Managed Accounts Club managed accounts, also referred to as skip flagged, will show an Inactive status on the member’s front screen:

However, you should NEVER advise the member their account is cancelled. Club managed simply means that the two way communication between the club’s system and ABC’s system has been stopped. The member could still be active on the clubs end. We would simply advise the member that ABC is no longer managing the account and refer the member back to the club with their questions, concerns, updates, etc.

Cancel/Freeze ProceduresMembers will call to cancel their agreement for a variety of different reasons. Keep in mind they signed a legal and binding agreement with the club upon joining. These agreements have set terms for cancellation. Cancellation procedures are located in the Cancel Freeze Procedures folder on your desktop/Completed Web pages, or from the CNX/FRE button on your Interaction Client. Once the procedures are accessed a list of clubs will populate. Type the 4 digit club number in the blank space between the Name and Date Modified column and you should be directed to the clubs cancel/freeze procedures. Double click to open and review:

Desktop Icon:

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Interaction Client Button:

1. Cancellation Script: When a member requests to cancel you will immediately use ABC’s cancellation script: “I’m sorry to hear that [caller’s name]. You’ve been a valued member of [name of club]. May I ask why you’d like to cancel?” Do not use acknowledging statements such as “I’d be glad to help you with that”. While this sounds friendly, from a club owner’s perspective you can see where they might think that ABC lacks concern over the club losing a member. We want to make sure the member knows the club will miss them (if they actually CAN cancel)

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and hopes they will rejoin when it’s a better time. We also want to brand the call with the gym’s name to personalize it.

2. Offering to Freeze: You MUST offer the member the option to freeze the account when applicable or F4/Pop up box/Web requires you to do so on every call. After offering to freeze you will note F7 using Code OFP (Offered Freeze Procedures):

Ex: According to the cancel/freeze procedures, freezes are allowed for any reason. You would offer the freeze and note OFP.

Ex: According to the cancel/freeze procedures, freezes are allowed for temporary relocation. The member is leaving school to return home for the summer. You would offer the freeze and note OFP.

Ex: According to the cancel/freeze procedures, freezes are allowed for military personnel only. The member sprained their ankle. You would not offer the freeze because it is not applicable unless F4/pop up box/web procedures states you MUST offer on every call regardless of the circumstances.

Ex: According to the cancel/freeze procedures, freezes are allowed for students only. The member is experiencing financial hardship. You would not offer the freeze because it is not applicable unless F4/pop up box/web procedures stats you MUST offer on every call regardless of the circumstances.

3. Does not qualify: For install members, typically cancels are only allowed for move or medical reasons. You never want to offer ways in which the member can cancel. For example, if an install member would like to cancel due to financial hardship but the web page states cancels are only allowed for a move 25 miles or more from the club or permanent disability, you would simply advise the member they do not qualify to cancel at this time. You could then offer procedures on how to cancel the automatic renewal if any. You would NOT advise the member of the move or medical procedures since they didn’t mention move or medical. Once you determine why the member is cancelling you will either provide the appropriate cancel procedures, advise the member they do not qualify or give procedures to cancel auto renew.

4. F4 Club/ABC Cancels Flag: DO NOT TRUST THIS FLAG. You must check the club’s web page on EVERY freeze/cancel call to determine whether the club or ABC handles the freeze/cancels. Occasionally, the club will handle freezes and ABC will handle cancels or vice versa. The Club Cancels flag is the ONLY information in F4 that should be disregarded.

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5. Only the PRIMARY member and the buyer are authorized to submit requests to cancel. However, cancel/freeze procedures can be provided to anyone.

6. Correspondence: All requests to cancel should include the members name, address, agreement number, club and reason for cancelling.

7. Internal Use vs. Completed Web Pages: The Internal Use folder is for ABC internal use only! When accessing the cancel/freeze procedures through the Interaction Client, you are accessing the Internal Use procedures. At times a member will ask that you email them a copy of the procedures. You MUST use the Completed Web Pages (Desktop Icon) procedures to email the member. Internal use contains information that should not be viewed by the member. Also, NEVER send the procedures as an attachment! Sending attachments goes against ABC’s security policy and is not permitted. You are authorized to copy and paste the procedures from the Completed Web Page only.

8. Same digit clubs: Clubs such as 1111, 2222, 3333 must be located manually from the list of clubs in the internal use/completed web page. Typing in the club number will not direct you to the CORRECT procedures automatically.

9. Emailing Cancel/Freeze procedures: Members can access the cancel/freeze procedures from ABC’s website after registering their account. Try to refer the member to the website before agreeing to email the procedures. However, if you do have to email the procedures you MUST first change the “From” field so the email will appear to come from the department rather than your individual email address. This will prevent members from contacting you directly.

To add the “From” field open a new email, click the Options Tab and the From button in the Show Fields section:

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Once the From field is added, click From (next to Send, directly above To and CC), select “Other email address” and type “Member Requests” in the From… field and press OK. The From field should then show as [email protected]

Enter the member’s name and agreement number in the subject line of the email. Include the cancel procedures according to their agreement type AND how the request to cancel must be sent. Remember, we are copying and pasting from COMPLETED WEB PAGES with NO ATTACHMENTS. See example below:

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Before sending, double check you have not attached any documents to the email. You should NOT have an “Attached” section in your email:

Third Party Disclosure

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Chapter 3

Billing75


Pay ModesA Pay Mode simply indicates what method is used for automatic drafts or lets us know that the account is on a non-draft mode. Current pay modes are viewed from the front screen, Pay Info section under Pay Mode. Most pay mode changes are made through F5/F1 from the front screen while entering new billing information, or from F7 when re-activating existing billing information. Dayend, ABC’s computer generated system that updates the I740, will also update pay modes automatically when there is an issue with the billing information.

1. PPMA: AMERICAN EXPRESS- PPMA is pay mode American Express. All American Express cards (AMEX) begin with the number 3 and have only 15 digits in the card number. If the member is currently using an American Express card for automatic drafts the Pay Mode on the front screen will show Pay Mode A:

2. PPMD: DISCOVER- PPMD is pay mode Discover. All Discover cards begin with the number 6 and have 16 digits in the card number. If the member is currently using a Discover card for automatic drafts the Pay Mode on the front screen will show Pay Mode D:

3. PPMV: VISA- PPMV is pay mode VISA. All Visa cards begin with the number 4 and have 16 digits in the card number. If the member is currently using a Visa card for automatic drafts the Pay Mode on the front screen will show Pay Mode V:

4. PPMM: MASTERCARD- PPMM is pay mode MasterCard. All MasterCard’s begin with the number 5 and have 16 digits in the card number. If the member is currently using a MasterCard for automatic drafts the Pay Mode on the front screen will show Pay Mode M:

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5. PPME: EFT- PPME is pay mode EFT (Bank routing number and account number). EFT stands for Electronic Funds Transfer. If the member is currently using EFT for automatic drafts the Pay Mode on the front screen will show Pay Mode E:

6. PPMC: COUPONS/STATEMENTS-PPMC is pay mode Coupons/Statements. Members can be placed on this pay mode through F7 only. If a member pays by Coupons/Statements they are responsible for mailing in their payment to ABC. If the member is currently on Coupons/Statements the Pay Mode on the front screen will show Pay Mode C:

7. PNDR: NON-DRAFT-PNDR is pay mode Non-Draft Reversal. This pay mode is used when coupons/statements are not offered. If the member is currently on non-draft reversal the Pay Mode on the front screen will show Pay Mode R:

F7 will reflect as follows: Take note of the users initials and the code NDR

8. PPMR: REVERSAL-PPMR is pay mode Reversal. You will never manually place an account on this pay mode. Dayend may automatically place an EFT account on PPMR after the payments decline. If the member is currently on Reversal the Pay Mode on the front screen will show Pay Mode R:

F7 will reflect as follows: Take note of the User “DAYEND” and the code PMR

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9. PPMS: SPECIAL REVERSAL-PPMS is pay mode Special Reversal. You will never manually place an account on this pay mode. Dayend may automatically place a CCD account on PPMS after the payments decline. If the member is currently on Special Reversal the Pay Mode on the front screen will show Pay Mode S:

10. PPMP: PROBLEM ACCOUNT-PPMP is pay mode Problem Account. You will

never manually place an account on this pay mode. ABC’s Data Entry Department may place an EFT account on PPMP when invalid billing information is provided on the agreement at entry. Dayend may automatically place a Problem Account flag on an EFT account after a payment decline. If the member is on problem status the front screen could show a “PRB Problem Account” flag OR the account could be on Pay Mode P:

NOTE: Anytime you manually update billing information on an account that is past due, you MUST set up a payment or transfer the member to the IVR to do so. Never wait for the system draft the account current automatically.

Reminder: When updating a CCD you will NOT ask the member for the CSV code on the back of the card. This information is NOT needed to update billing information. If you ask for the CSV code this is a security violation that will result in disciplinary action up to and including termination.

Pay Mode Summary:PPMA: AMERICAN EXPRESSPPMD: DISCOVERPPMV: VisaPPMM: MasterCardPPME: EFTPPMC: COUPONS/STATEMENTSPNDR: NON-DRAFTPPMR: REVERSALPPMS: SPECIAL REVERSALPPMP: PROBLEM ACCOUNT

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Verbal PasswordAny time we add/update billing information or take a payment we obtain a verbal password. Verbal passwords obtained when adding/updating billing information should be noted in F7 using reason code NBU. Verbal passwords obtained when taking payment should be noted in F7 using reason code DFT. We ask the member to provide their mother’s maiden name as the password. This password is NOT verified against any information in the i740. It is only used to authorize ABC to add/update billing information or to take payment. If the member is not comfortable providing you with this information, we may use their middle name or the last 4 digits of their social security number. Do not provide the middle name or SSN option unless the member disputes providing their mother’s maiden name.

Possible Passwords:1. Callers mother’s maiden name2. Callers middle name3. Callers last four of SSN

If the member refuses to provide you with one of the possible passwords listed above you CANNOT add/update billing information or take payment. You may refer them to one of the following:

1. The IVR to add/update billing information or make a payment if possible. Remember the member should be using the IVR when possible as this is the most secure way to make payment!

2. ABC’s website at www.myiclubonline.com to add/update billing information or make a payment. Provide the member with their nine digit agreement number in order to register. (If the member does not have the agreement number they will have the option to “Retrieve Agreement Number” when registering)

3. You can mail a PPP (preauthorized payment plan) slip through F6/Option 1 from the member’s front screen. This will allow the member to mail back their new/updated billing information.

4. Suggest the member mail in a check or money order to ABC.

Again, the caller is NOT verifying an existing password listed in the I740. They are simply providing a password as authorization for ABC to add/update billing information or take payment.

IVRWhen a member calls ABC’s toll free number our automated system offers them the opportunity to update billing, make a payment from the billing information on file or set up a one-time payment without speaking to an agent. You will not need to obtain a verbal password as described above if you are transferring the member to either IVR.

Legacy IVR: Transfer to extension 1778For one time payments you will transfer the member to this IVR with EXT 1778 AFTER providing them with their agreement number (Refer to the third party disclosure rules to

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determine if the caller is eligible to receive the agreement number).

Secure IVR: Bank Update/CC Update button on Interaction ClientThis IVR was put in place to give members already speaking to an agent a more secure way of updating billing or making a payment from the billing information on file. The member CANNOT use this IVR to process a one-time payment. You can transfer the member to either the Bank or Credit Card updater AFTER linking them to the IVR with Shift F5 from the front screen.

You should NOT transfer members to the IVR in the following situations: Canadian Accounts- Cannot use either IVR. You will need to manually update

billing and attempt to collect the past due balance if any. Spanish speaking members- Cannot use either IVR. You will need to

manually update billing and attempt to collect the past due balance if any. Inactive Accounts/RFC/etc.- Cannot use either IVR. You will need to manually

update billing and attempt to collect the past due balance if any. PPMP (Problem)/PPMR (Reversal)/PPMS (Special Reversal)- Cannot use

either IVR. You will need to manually update billing and attempt to collect the past due balance if any.

Payment for Different Amount- The Secure IVR will only allow members to make a payment for the current amount due including past due payments and late and service fees. This IVR tells the member how much they owe, but does not allow them change the payment amount. The Legacy IVR will allow the member to choose a different payment amount.

Payment for Different Date- Neither IVR will allow members to choose the draft date. The payment will draft the following business day. If the member wants to pay on a different date, you will need to manually set this up

In all other situations members should be transferred to the secure/legacy IVR to update billing or make a payment. It is acceptable to transfer a member to the IVR if a draft is pending. The IVR will tell them a draft is pending with the current billing information and that the new billing information will be applied to the next payment due. It is also acceptable to transfer members to the IVR to update one or all associated accounts if any. If the accounts are past due it will draft all current the following business day. Multiple accounts updated through the IVR will display in F7 as follows:

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Add/Update Billing Information There will be times when you have to manually add/update billing information. This occurs most frequently as a result of the member not being able to utilize the IVR. However, when possible encourage the caller to add/update billing information through the IVR or website as those options are the most secure! To manually add/update billing information do the following:

Obtain a verbal password and note F7 using reason code NBU

Updates to billing information are done through F5/F1 from the member’s front screen. F5/F1 is NOT used for 1x payments!!!! Updating through F5/F1 will schedule the member for automatic drafts.

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When adding or updating EFT information you will enter the routing number (Rte), the account number (Act), the account type (C=Checking account, S=Savings account), E as the primary pay mode and press Enter or F5 to update.

The pay mode on the front screen will then show as Pay Mode E.

When adding or updating CCD information you will enter the credit card number (Act), the expiration date, the card type (A=American Express, D=Discover, V=Visa and M=MasterCard), the appropriate pay mode for the card type being used and press F5 to update.

a. If we are updating the members credit card to a American Express card, we will enter the card number and place an “A” in the Primary Pay Mode field :

b. If we are updating the members credit card to a Discover card, we will enter the card number and place a “D” in the Primary Pay Mode field :

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c. If we are updating the members credit card to a Visa card, we will enter the card number and place a “V” in the Primary Pay Mode field :

d. If we are updating the members credit card to a MasterCard, we will enter the card number and place a “M” in the Primary Pay Mode field :

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The Pay Mode on the front screen will now show the appropriate card type used when updating. (Pay Mode A, Pay Mode D, Pay Mode V or Pay Mode M)

If there are multiple accounts associated with the member, you are required to verify if they are updating one or ALL accounts. You should first attempt to refer the member to the IVR system where they can select to update one or all associated accounts or ABC’s website where they can register each account individually. However, if updating multiple accounts manually you should open one I740 session for EACH account. Get each member set to update through the F5/F1 window. After obtaining the new billing information on one members account, copy and paste to ALL other accounts BEFORE pressing F5 to update.

If you try to update the accounts one a time, the accounts will “unlink” after updating just one member due to the billing information no longer being the same. Having the same billing information is what links the accounts together as “Associated Accounts”.

Once you complete the changes to the billing information you must update the Draft Under name by pressing F5 from the Bank Info side panel. Press Enter once you have added the payers first and last name.

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Summary of how to update billing information manually:Verify if multiple accounts existGet a verbal password and note in F7 using code NBU (note associated account #’s if any)Update using F5 + F1 (open multiple I740 sessions if updating associated accounts)Update draft under name from Bank Info side panel (on all accounts if associated accounts exist)

Reinstating Existing CCD/EFT InfoOccasionally members will ask that we resume automatic drafts from a CCD or EFT account already on file. Since ABC never “deletes” billing information and simply ceases automatic drafts if needed, the most recent CCD/EFT information on file will still be available for reinstatement. For example, the member was placed on PPMR or PPMS by Dayend due to a decline in payment. The member has since resolved the issue with their bank or placed funds in their account and now requests to make recurring payments from that same CCD/EFT information. If we are CERTAIN the CCD/EFT information does not need to be updated we can simply reinstate the automatic drafts from F7 after verifying the last four digits/exp date are still valid. However, encourage the caller to add/update billing information through the IVR or website as those options are the most secure!To reinstate drafts to existing billing information you must first:

Obtain a verbal password and note F7 using reason code NBU

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If a member was previously on EFT drafts there will be information in the EFT section of the front screen. If the member was previously on CCD draft there will be information in the CCD section of the front screen. The CCD type will also listed.

EFT:

a. If reinstating existing EFT information already on file, from F7 enter Type

P Code PME:

CCD:

b. If reinstating an existing American Express card already on file, from F7 enter Type P Code PMA:

c. If reinstating an existing Discover card already on file, from F7 enter Type P Code PMD:

d. If reinstating an existing Visa card already on file, from F7 enter Type P Code PMV:

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e. If reinstating an existing MasterCard card already on file, from F7 enter Type P Code PMM:

Once you have reinstated the CCD/EFT information, verify the Draft Under section located on the Bank Info side panel is up to date. If not, press F5 to update and Enter to submit the changes.

Summary of how to reinstate existing billing information:Get a verbal password and note in F7 using code NBU Verify the billing information (last four/exp date) is still validIn F7 reinstated the pay mode (PPME, PPMV, PPMM, PPMA, or PPMD)Verify the draft under name is correct on the Bank Info side panel

Pre-Paid/Gift CardsMembers CANNOT use pre-paid/gift cards as a method of payment for recurring automatic drafts. However, we CAN accept pre-paid/gift cards for one-time payments only. When adding/updating billing information, you must verify the card being used is not a pre-paid/gift card. The following disclaimer has been created to confirm the member is not using this type of card for recurring drafts:

“(Member name) before I update your billing information, I want to make you aware that you cannot use a pre-paid/gift card to make your monthly payments. We need an actual credit or debit card.”

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A few things to keep in mind if the member is unsure whether or not the card is a pre-paid/ gift card:

1. Does it say pre-paid/gift card on the card? 2. Is the card pre-loaded with child support or social security payments? If so, it is a

prepaid card. 3. Does the card have the member’s name on it? If not, it’s probably a pre-paid/gift

card.4. On the back of the card, is there any wording reflecting a balance draw-down if

the pre-loaded balance is not use in a certain period of time? If so, it is probably a pre-paid/gift card.

Again, prepaid/gift cards CANNOT be used for recurring automatic drafts, but they CAN be used for one-time payments only.

Taking Payment Occasionally you will have to take payment from the recurring billing information or set up a onetime payment. However, be sure to encourage the caller to make payment through the IVR or website as those options are the most secure!

1. No billing updates (one time payments):If the member does not need to update their CCD/EFT information and simply wants to make a one-time payment, transfer the member to the Legacy IVR at Ext 1778 AFTER providing them with their agreement number. (Refer to the third party disclosure rules to determine if the caller is eligible to receive the agreement number).

Payment for Different Amount- the Legacy IVR WILL allow the member to choose a different payment amount.

2. Billing update/making payment from billing information on file:If the member needs to update their CCD/EFT information and has a past due payment that needs to be satisfied, transfer the member to either the Bank or Credit Card updater AFTER linking them to the Secure IVR with Shift F5 from the front screen.

REMEMBER, you should NOT transfer members to either IVR in the following situations:

Canadian Accounts Spanish speaking members

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Inactive Accounts/RFC/etc. PPMP/PPMR/PPMS Payment for Different Date- The payment will draft the following business

day. If the member wants to pay on a different date, you will need to manually set this up

Convenience Fee:A Convenience Fee is a $5.00 fee charged to a member for the convenience of having an agent set up a payment over the phone rather than the member utilizing ABC’s automated system (IVR) or website (www.myiclubonline.com). This fee will automatically populate when setting up a PBP. You should include the $5.00 in the total amount due when manually processing a PBP and inform the member of the ways in which to avoid the fee.

If at all possible, we want to avoid manually updating billing information as the IVR and website are the most secure methods for making this change.

If the member cannot use the IVR due to ABC system limitations (Canadian members, Spanish speaking members, RFC members, members who want to pay a different amount than what is currently owed or members who want to pay on a different date other than the next business day) they can utilize www.myiclubonline.com to set up a payment for free. You can also take the payment by phone at no charge. The following script should be used when advising the member of the convenience fee:

“You are past due in the amount of ____ which includes a onetime convenience fee of $5 for taking your payment by phone. If you would like to avoid this fee you can make your payment for free on our website or I can transfer you back to the IVR and you can use our self-service options to make your payment at no additional charge. Now in order to process your payment I need to… “

Convenience fee rebuttal for members: “I understand your frustration. However, like most companies we charge a fee for the convenience of a person processing the payment by phone and our fee is one the lowest in the industry. If you would like to avoid this fee I can transfer you back to the IVR or you can create an account and make your payment on our website. Which would you prefer?”

As you can see there are multiple ways to avoid the convenience fee. However, if the member becomes upset about having to use the IVR or website to avoid the fee and you have already offered the rebuttal, you are able to waive the convenience fee. We never want a member to cancel, complain to the club or request a supervisor over a convenience fee.

Payment By Phone: Before setting up a payment you will obtain a verbal password and note F7 using reason code DFT:

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You will then set up the payment using Code PBP in F7:

You will be presented with options 1-3. 1. DUD – DRAFT UP TO DATE is used when setting a payment from the billing

information currently on file. This option can only be used if member is currently on auto draft. If you attempt to set up a DUD from the billing information on file and the member is currently on PPMC, PNDR, PPMR, PPMS or PPMP you will get an “Invalid Paymode for DUD use PBP” error in the Payment By Phone window:

2. CCD – ONE TIME USE is used when setting up a one-time payment from a CCD

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3. EFT – ONE TIME USE is used when setting up a one-time payment from EFT information

1. DUD: used when setting a payment from the billing information on file

Enter the desired draft date (Post Date). The date must be greater than the day you are setting up the DUD. Enter the verbal password (Psswrd), total draft amount including convenience fee if any (Total) and press Enter. The dues (PMT Amt), late fees if any (LFAmt) and service fees if any (SVC Amnt) should automatically populate. No other fields will be used in this window. If the member is paying a different amount than what is reflected on the front screen as Total Past Due, you will need to manually fill in the Total, PMT Amt, LF Amt, SVC Amt and CNV Amt if any. Press F5 to accept.

If the total draft amount is greater than $100, when you press Enter you will be prompted with an “Amount is $100.00 or greater. F13 to verify” flag. Confirm the amounts are correct. If so, press shift F1/F13 to process the DUD:

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If the Total amount does not equal dues (PMT Amt), plus LF, plus SF, plus CNV fee you will get a “Total not equal to Pmt, LF, SF and CNV amts” error after pressing Enter. Correct your totals and press F5 to accept.

You cannot set payments for weekends or holidays. You will receive a “Date is a weekend. Please choose another date” or a “Date is a Holiday. Please choose another date” error.

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After pressing F5 to accept the DUD, the payment will now show in the F7 notes:

To Cancel A DUD:If the DUD payment has not yet been drafted and is not currently pending you can remove the payment if needed. To cancel a DUD enter Code CDU from F7:

You will then enter the date the DUD payment is scheduled to draft and your text “CDU”. Press F13/Shift F1 to submit:

The CDU will show in F7 as follows:

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2. CCD: used when setting a one-time payment from a CCD

Enter the desired draft date (Post Date). The date must be greater than the day you are setting up the PBP. Enter the verbal password (Psswrd), total draft amount including convenience fee if any (Total) and press Enter. The dues (PMT Amt), late fees if any (LF Amt) and service fees if any (SVC Amt) should automatically populate. If the member is paying a different amount than what is reflected on the front screen, you will need to manually fill in the Total, PMT Amt, LF Amt, SVC Amt and CNV Amt if any. Then enter the payer’s first name (FName1), the payer’s last name (LName1), the CCD number/expiration date, your initials (Auth) and press F5 to accept.

If the total draft amount is greater than $100, when you press Enter you will be prompted with an “Amount is $100.00 or greater. F13 to verify” flag. Confirm the amounts are correct. If so, press shift F1/F13 to process the PBP:

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If the Total amount does not equal dues (PMT Amt) plus LF plus SF plus CNV fee you will get a “Total not equal to Pmt, LF, SF and CNV amts” error after pressing Enter. Correct your totals and press F5 to accept.


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After pressing F5 to accept the one time CCD draft, the payment will now show in the F7 notes:

To Cancel A One-Time CCD:

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If the CCD payment has not yet been drafted and is not currently pending you can remove the payment if needed. To cancel a one-time CCD payment enter Code CPB from F7:

You will then enter the date the CCD payment is scheduled to draft, enter CCD as your Type of PBP and your text “CCD”. Press F13/Shift F1 to submit:

The one-time CCD will show removed in F7:

3. EFT: used when setting a one-time payment from an EFT account

Enter the desired draft date (Post Date). The date must be greater than the day you are setting up the PBP. Enter the verbal password (Psswrd), total draft amount including convenience fee if any (Total) and press Enter. The dues (PMT Amt), late

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fees if any (LF Amt) and service fees if any (SVC Amt) should automatically populate. If the member is paying a different amount than what is reflected on the front screen, you will need to manually fill in the Total, PMT Amt, LF Amt, SVC Amt and CNV Amt if any. Then enter the payer’s first name (FName1), the payer’s last name (LName1), the Route#, Accnt#, Type (C=Checking, S=Savings), your initials (Auth) and press F5 to accept.

If the total draft amount is greater than $100, when you press Enter you will be prompted with an “Amount is $100.00 or greater. F13 to verify” flag. Confirm the amounts are correct. If so, press shift F1/F13 to process the PBP:

If the Total amount does not equal dues (PMT Amt) plus LF plus SF plus CNV fee you will get a “Total not equal to Pmt, LF, SF and CNV amts” error after pressing Enter. Correct your totals and press F5 to accept.

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After pressing F5 to accept the one time EFT draft, the payment will now show in the F7 notes:

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To Cancel A One-Time EFT:If the EFT payment has not yet been drafted and is not currently pending you can remove the payment if needed. To cancel a one-time EFT payment enter Code CPB from F7:

You will then enter the date the EFT payment is scheduled to draft, enter EFT as your Type of PBP and your text “EFT”. Press F13/Shift F1 to submit:

The one-time EFT will show removed in F7:

NOTE: While you cannot manually set a PBP/DUD to draft on the weekend, members who are drafted automatically from their CCD will be billed on the weekend if their due date were to fall on a Saturday or Sunday. This rule does not apply to EFT. Members who are drafted automatically from their EFT information will be billed the following business day if their due date were to fall on a Saturday or Sunday.

NOTE: Anytime you manually update billing information on an account that is past due, you MUST set up a payment or transfer the member to the IVR to do so. Never wait for the system draft the account current automatically.

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Summary on how to take payment:Payments from the billing information on file-Make sure the account is on auto draft; PBP from F7; option 1 DUD. To clear the DUD enter CDU in F7.One time payments-Can be set up if the member IS on auto draft or IS NOT on auto draft; PBP from F7; Option 2 CCD/Option 3 EFT. To clear a one-time payment enter CPB in F7.

Payment ArrangementsABC does NOT allow payment arrangements. However, if the member would like to post pone their payment you must first determine if the account is current or past due.

Past Due Accounts: You can offer to set up a PBP (onetime payment) or a DUD for any day within the next 10 days. Be sure to take late fees that may be accrued within the next 10 days into consideration. If the account is 60+ days delinquent, explain to the member that by setting up a payment they are not preventing the account from possibly being returned for collections.

Ex: If the member is calling on 10/1 to postpone their past due payment you can set a DUD or PBP for any day between 10/1-10/10. This will allow the member to make the payment within the next 10 days. Be sure to take late fees that may be accrued within the next 10 days into consideration. If the account is 60+ days delinquent, explain to the member that by setting up a payment they are not preventing the account from possibly being returned for collections.

Current Accounts: You can offer to set up a PBP (onetime payment) or a DUD for up to ten days after their next scheduled due date.

Ex: If the member is calling on 10/1 to postpone their upcoming 10/15 payment you can set a DUD or PBP for any day between 10/1-10/25. This will allow the member to make payment up to 10 days after the 10/15 due date.

If the member is unable to make the payment within the 10 day window we are unable to postpone the payment and automatic drafts attempts will continue as scheduled (assuming the member is on auto-draft).

Pending Maintenance

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Pending Maintenance is used to make changes on an existing account, but in the future. To enter a pending maintenance enter Shift F9/F21 from the member’s front screen.

Press F6=Add to enter in a new pending maintenance. See example pending maintenance below:

Complete the description, pending date (must be greater than today) and instructions. Be VERY specific in your instructions. Press ENTER and F3 to submit your Pending Maintenance and F3 again to exit the Pending Maintenance screen.

F7 will show that your Pending Maintenance has been entered:

Examples of when to process a Pending Maintenance:a. To cancel a secondary member after 30 day notice is fulfilledb. To refund late/service fees that are currently pending

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To view the details of the Pending Maintenance you just entered or a Pending Maintenance already submitted, press Shift F9 from the front screen and enter 1 and hit Enter to view the Pending Maintenance details:

The details will then be displayed:

Stop Recurring DraftsYou should never OFFER to stop automatic drafts on a members account. However, if a member does request to stop automatic drafts, there are specific instructions that must be followed depending on if the member is currently being drafted from a CCD or EFT information.

Bank Drafts (EFT):We CANNOT stop automatic drafts to an EFT account via phone. These requests must be submitted by the member, buyer or payer in WRITING via email, regular mail or certified mail and will be processed by the Offline department once received. However, you will be responsible for providing the member with certain details regarding a possible dues increase and how they will be responsible for making payment once their written notice to stop drafts is received and processed.

Go to the F4 club notes, Control Variables screen, PrtPayBook field to determine if the club allows coupons or statements. If the club allows coupons/statements advise the member they will receive the coupon booklet or monthly statements in the mail once drafts are stopped. If the club does not allow coupons/statements advise the member they will be responsible for mailing in a check or money order prior to their due date each month. They will NOT receive reminders or notifications that payment is due until the

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account becomes delinquent. They can also make one time payments through the IVR or on ABC’s website.

PrtPayBook Y=Coupons allowed:

PrtPayBook S=Statements allowed:

PrtPayBook N=Neither Coupons nor Statements allowed:

Check the Contract Info side panel to determine if there will be a rate increase once the request to stop automatic drafts is received and processed. If there is a rate increase you will need to advise the member that the increase will go into effect once their request to stop drafts is received and processed.

Again, you WILL NOT stop the automatic drafts to the EFT information over the phone.

Credit Cards (CCD):We CAN stop automatic drafts to an CCD account via phone. However, the request must come from the member, buyer or payer. Before stopping the CCD draft, you will be responsible for providing the member with certain details regarding a possible dues increase and how they will be responsible for making payment once the drafts are stopped.

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Go to the F4 club notes, Control Variables screen, PrtPayBook field to determine if the club allows coupons or statements. If the club allows coupons/statements advise the member they will receive the coupon booklet or monthly statements in the mail once drafts are stopped. If the club does not allow coupons/statements advise the member they will be responsible for mailing in a check or money order prior to their due date each month. They will NOT receive reminders or notifications that payment is due until the account becomes delinquent. They can also make one time payments through the IVR or on ABC’s website.

PrtPayBook Y=Coupons allowed:

PrtPayBook S=Statements allowed:

PrtPayBook N=Neither Coupons nor Statements allowed:

Check the Contract Info side panel to determine if there will be a rate increase when the automatic drafts are stopped. If so, inform the member.

Obtain a verbal password and note in F7 using reason code NBU:

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If the club allows coupons/statements you will then place the member on pay mode PPMC (Coupons/statements) in F7 using Type P Code PMC:

The member’s front screen will now show as Pay Mode C:

If the club DOES NOT allow coupons/statements you will then place the member on pay mode PNDR (Non-Draft Reversal) in F7 using Type P Code NDR:

The member’s front screen will now show as Pay Mode R:

Summary of how to stop recurring drafts:EFT Draft:Check PrtPayBook field in F4 Control Variables in- Y=Coupons/N=No/S=StatementsCheck Contract Info side panel for possible rate increaseAdvise member of any increase and how to make paymentMember sends written request

Credit Card Draft:Check PrtPayBook field in F4 Control Variables in- Y=Coupons/N=No/S=StatementsCheck Contract Info side panel for possible rate increaseAdvise member of any increase and how to make paymentObtain Verbal Password – Note in F7 under NBU

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PPMC in F7– Coupons/statements allowedPNDR in F7– Coupons not allowed

Temporarily Stopping DraftsThere are several ways to TEMPORARILY stop an account from automatically drafting when scheduled without PERMANENTLY removing the account from automatic drafts.

Will Send Check- If the member states they WILL be mailing in a check to ABC you will note this information in F7 using Code WSC. Noting WSC will prevent the account from automatically drafting as scheduled for the next 10 days:

Date: The date must be within 7 days of the current date; Same day is acceptableAmount: The check amount

When you press Enter the system will provide you the opportunity to verify your entry and/or flag you if the date exceeds the 7 day window:

To submit the WSC press Enter.

After submitting the WSC F7 will display as follows:

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You can press F11 from F7 to view the details of the WSC entry:

Again, the WSC will temporarily stop the schedule automatic drafts (if any) for 10 days.

Member Sent Check-If the member states they ALREADY sent a check to ABC you will note this information in F7 using code MSC. Noting MSC will prevent the account from automatically drafting as scheduled for the next 10 days:

When: The date the members mailed the check to ABC (approximate date IS acceptable)Amount: The amount of the checkCheck: The check number (Leave blank if the member does not have this information available)

After pressing Enter the MSC will display as follows:

Again, the MSC will temporarily stop the schedule automatic drafts (if any) for 10 days.

Will Pay Club-If the member states they will pay at the club you must first check the F4 club notes/pop up box to determine if the club allows payment to be made at the club: If the club allows payment, noting WPC will prevent the account from automatically drafting as scheduled for the next 10 days:o F4 notes say No-Advise the member they cannot pay at the club and will

need to make payment to ABC by check, money order, western union, 1x payment or through recurring draft.

o No F4 notes-Advise the member we do encourage them to make payment with ABC, but you are unable to verify if the club accepts payment.

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o F4 notes say Yes-Advise the member we do encourage them to make payment with ABC, but the club does accept payment. You will then note F7 using Code WPC:

Date: The date must be within 7 days of the current date; Same day acceptable

Amount: The payment amount

When you press Enter the system will provide you the opportunity to verify your entry and/or flag you if the date exceeds the 7 day window.

Press Enter a second time to submit the WPC

After submitting the WPC F7 will display as follows:

You can press F11 from F7 to view the details of the WPC entry:

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Advise the member to obtain a receipt for payment. The member would need to make payment at their home club unless F4 states otherwise.

Paid At Club-If a member states they ALREADY paid at the club check F9 to determine if the payment has been posted. You will see the code CRD (credit payment at club). See the example of a CRD below:

If the CRD has NOT been posted, ask the member for the date the payment was made, amount of the payment, the receipt number etc.

o Non-CLI Club: Even if the member does not have the payment details, attempt to

contact a level 2 or 3 club contact to confirm the payment if the club is not a CLI club.

If you are ABLE to confirm the payment, post the payment with code CAC in F7:

Enter CAC amount: Amount paid at clubEnter charge ABC percentage: See guidelines for taking a percentage below:

Y=The account is active AND the payment is under $100.00 Y= The account is active AND the payment is over $100 BUT

does not pay off the agreement balance. Y=The account is active AND the payment is over $100 AND the

account is set to automatically renew BUT it pays off the agreement balance.

N= The account is active AND the payment is over $100 AND the account doesn’t automatically renew BUT it pays off the agreement balance.

N=The account is inactive OR RFC’d

After pressing enter you will be prompted with the screen below:

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Source: Level 2/3 club contact that confirmed the paymentText: CACDues Amt/Late Fee Amt/Svc Fee Amt: Ensure that the payment is distributed correctly

The payment will immediately show in F9 under code CRD:

AFTER trying to contact the club, if you are UNABLE to confirm the payment refer the member to the club.

o CLI Club: For CLI clubs ONLY enter a CLI in F7 to attempt to confirm the payment.

See example CLI below:

Advise the member the payment will be placed in research which could take 3-5 business days. Once the CLI is resolved, ABC’s offline department will notify you of the outcome via email. You will then be responsible for following up with the member to discuss the results.

Summary on how to TEMPORARILY stop automatic drafts:1. WSC (Will Send Check) – Must be sent within 7 days; stops drafts for 10 days2. MSC (Member Sent Check) – Stops drafts for 10 days3. WPC (Will Pay Club)- Check F4;

a. F4 says club does not allows payments-advise member must pay ABCb. F4 says club allows payments- note WPC; must be within 7 days; stops

drafts for 10 daysc. F4 doesn’t say whether or not club allows payments-encourage to pay ABC;

cannot confirm if club allows payments4. Paid At Club-Verify if it’s a CLI club;

a. NOT CLI club- Call level 2/3 contact to verify. If confirmed enter CAC which will automatically credit account in F9 CRD; No contacts available refer to

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clubb. CLI club-Enter CLI; follow up with member after researched

Problem AccountsABC’s Data Entry Department may place an EFT account on PPMP when invalid billing information is provided on the agreement at entry. Dayend may automatically place a Problem Account flag on an EFT when the financial institution returns a payment using codes R03 (unable to locate), R04 (invalid account number) or R13 (RDFI not qualified). If the member is on problem status the front screen could show a “PRB Problem Account” flag OR the account could be on Pay Mode P:

Members flagged as “Problem” will be placed in one of ABC’s dialer campaigns in attempt to obtain updated billing information. This will prompt the members to contact ABC in attempt to return our phone call and/or bring the account current. Remember, members in Problem Account status cannot utilize either IVR system. After manually updating billing information on a problem account you must then reinstate the account from Problem Status using Type S Code RPA (SRPA) in F7:

DO NOT forget to reinstate the account from Problem status after updating the billing information!

Canadian BillingCanadian members are not able to utilize either of ABC’s IVR systems. As a result you will have to manually update billing information for these members. Canadian routing numbers are entered differently than US routing numbers:

o Canadian routing numbers have 8 digits compared to US 9 numbero The last three digits of the routing number must be entered in firsto The Canadian check will appear as follows:

o Ex: 362 13979 509 501455 4o 362 is the check numbero 13979509 is the routing number (notice there is a space between

these two sets of numbers)o 5014554 is the account number (notice there is a space between these

two sets of numbers)o The routing number above would be entered into the I740 as

50913979 (LAST THREE digits will be entered in FIRST)

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Canadian member ARE able to use ABC’s website to update billing information to their debit or credit card only, but they CANNOT use their checking or savings account information to update billing or make a payment online.

ABC’s Fee Collecting PolicyGeneral Rules and Tips: The decision about whether or not you should waive a fee, waive some of the fees, or waive all the fees is up to you. You do not have to ask your supervisor. The only time you need to ask a supervisor to waive a fee is if the customer wants you to refund a fee that has already been charged.

If the customer asks to speak to a supervisor you should attempt to help them yourself. If a customer insists on speaking to a supervisor then transfer them. We do not want customers asking for supervisors multiple times and being told no. At the same time we do not want to just transfer customers to supervisors when we are empowered to make the decision on their fees.

In order to collect fees it is important that you explain why the fees are being charged. For example, many customers think that the service fee is just a way of penalizing them. However, there is a cost associated with collecting fees. Explaining this to the customer in a confident and friendly manner will help you collect fees.

Always note in F7 what the customer said and why you waived the fees.

The following rules must be followed on all calls: 1. As a general rule you should attempt to collect all the fees, if that does not work negotiate and waive 1/2, if that does not work waive all the fees. Every situation is different and there may be times when you should skip some of these steps and just waive the fee. It is always better to waive a fee than to generate a complaint or let a member cancel.

2. If the customer says they are going to cancel their membership (open end or installment), says they are going to the gym to complain, or becomes so upset that you think they will complain then waive all the fees and stop all negotiations. In addition you must tell the customer, “You are a valued member of (gym name) and we would hate to lose you as a customer. As a one-time courtesy I can go ahead and waive all the fees.” Note in F7 that you did this as a one-time courtesy.

3. For open end members if you attempt to collect all the fees and then negotiate and the member is still upset (regardless of whether or not they say they or going to cancel or complain to the gym) then waive the fees. We are better off to waive fees, keep members, and avoid complaints.

4. For install members follow the process of trying to collect all the fees and then negotiate and waive ½ if necessary. If that does not work and the member is still upset and not wanting to pay the fees then look at their payment history. If they have not had

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any fees waived in the past 6 months then waive them. If they have had fees waived in the past 6 months then ask for help.

5. Remember that we always want to be empathetic and friendly when attempting to collect fees. All calls are recorded so make sure you are proud of the way you handle each and every call.

6. You should never let your desire to earn incentive interfere with the need to do the right thing for the customer. Due to the importance of these procedures and our effort to provide excellent customer service, if we receive a valid member complaint or QA call and you did not follow the procedures above you will not be eligible for any incentives during that month.

Steps to collect the fees: 1. Let the customer know the amount due (including the convenience fee) before updating the billing information just in case the member would prefer to utilize the IVR.

2. “(Customer Name), you are past due in the amount of _____ which includes a one-time convenience fee of $5 for taking the payment by phone. If you would like to avoid this fee you can make your payment for free on our website or I can transfer you back to the IVR and you can use our self-service options to make your payment at no additional charge. Your payment will draft tomorrow to bring your account up to date. Now all I need to do to bring your account current… “

Rebuttal if the customer does not want to pay the convenience fee: “(Customer), I understand your frustration. However, like most companies we charge a fee for the convenience of a person processing the payment by phone and our fee is one the lowest in the industry. If you would like to avoid this fee I can transfer you back to the IVR or you can create an account and make your payment on our website. “

Note: Waiving a convenience fee versus sending the member back to the IVR should only happen in rare circumstances as this is an exception to the rule.

Rebuttal for customers with perfect payment histories that say their bank account info was stolen or compromised: “I am so sorry to hear that happened. Because of your payment history and because you are a valued member I can go ahead and waive ½ of the fees for you as a one-time courtesy. Now in order to bring your account current…. “

Note: If that does not work waive the fees

Rebuttal if customer says they should not be charged NSF fee due to credit card expiring: “(Customer), for your security and protection if your credit card expires that card becomes invalid. Most banks issue new credit cards with a new expiration date before the old cards expire. It is then your responsibility to contact any companies that you

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have drafts with in order to update the expiration date. One thing you might want to consider to avoid this happening in the future is to change your draft info to a checking or savings account. That way you don’t have to worry about an expiration date. I apologize but I am unable to waive this fee for you as our company incurs a cost when a customer’s account is past due (explain costs, and mention any late letters or calls made). Now in order to bring your account current…”

Rebuttal for customers set up on EFT who say they had money in the bank:“I understand and I apologize for any frustration. If there was money in your account when we attempted to draft then all you would need to do is provide us a copy of your bank statement with the date and the beginning and ending balance. If we find that there were funds in the account and that the fee was charged in error then we would be happy to remove the fee. Would you like me to provide you with the information you would need to send that statement to us? “

Credit Card Customers who receive a generic decline and say there was no problem with their credit card or the payment timed out on our side: “I understand what you are saying but per the terms of your agreement anytime your payment is declined we access a service fee. We do this because our company is charged a fee each time we attempt to draft your payment and it is declined. I am sure you understand this is how most companies handle these situations. I do apologize but without proof from your credit card company we cannot be certain the problem was not with your account as there are many reasons that credit card companies deny payments. Now in order to bring your account current… “

Rebuttal if the customer still insists the generic decline was not their fault:“There are a lot of reasons that credit card companies decline payment requests. I would be happy to send you a copy of your credit card transaction history that details the attempts our company made to draft your account. You can show it to your credit card company and ask them why they declined the payment. However, because you are a valued member if you would like we can go ahead and take care of this now and as a one-time courtesy I can go ahead and waive ½ the fees. In order to bring your account current…”

Rebuttal if the customer asks why the fees are so much: “These are the standard fee rates that we charge any member of this club. Of course our goal would be to never have to charge anyone a fee. “

General rebuttal if the customer does not want to pay a late or service fee: “I understand what you are saying because no one likes to pay fees and we don’t enjoy charging you a fee. However, per the terms of your agreement anytime a draft is declined for any reason we charge you a service fee because our company is charged a fee. If you were to write a check to your local grocery store and that check came back declined then you would be charged a fee. We do the same thing. We don’t charge the fees to penalize our customers but there is a cost associated with trying to collect past due funds (mention any letters or phone calls that were made) and that is why we must

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access the fees to your account today. I am sure you understand this how most companies handle these situations. Now all I need to do in order to bring your account current is… “

General 2nd rebuttal for customers who still don’t want to pay fees: “Because you are a valued member of ___________ as a one-time courtesy I can go ahead and waive ½ the fees and bring your account current today. We always want to work with our customers to make sure that you are happy and satisfied. In order to bring your account current I just need to ….”

Late/Service FeesLate fees are added to invoices once the grace period for that particular club is exceeded. Service fees are assessed to an invoice immediately upon payment decline. Only one late and/or service fee will be charged per invoice. If needed, access F11 from the front screen to verify the grace period or late/service fee amounts for the club:

All late/service fees assessed to the account will be shown in the F10 payment breakdown screen:

It is up to you to decide whether or not to waive late/service fees unless there are F4 notes/pop up box instructing you to immediately waive any fees assessed to the

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account. When negotiation is possible, the goal is to waive the least amount of fees(s) possible while maintaining member satisfaction. You are only able to waive late/service fees yourself if they have not yet been collected. To waive late/service fees in F10 you will use the following codes:

Waive late fee = WLF Waive service fee = WSF

Using codes WLF/WSF:1. Enter WLF/WSF for ALL fees you have agreed to negotiate. They must all be

addressed simultaneously:

2. A “Reason for Waiving Fee(s)” screen may appear. You will enter a Y=Yes in all applicable fields. You must enter more than one Y in order for the member to qualify for the fee(s) to be waived:

3. An “Auto Calculate Waived Fees” screen may appear. You can then chose to select F7 to accept the proposed offer or F8 to override:

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4. If you select F7 to accept, the system will show CLF (Change late fee) or CSF

(Change service fee) next to the fees you agreed to negotiate. YOU MUST THEN PRESS ENTER TWICE FOR THE FEES TO BE WAIVED:

5. If you selected to override the proposed offer, a “Change fee” window will appear. You can then enter the new fee amount by completing the Amount to Waive/Fee Remaining fields and pressing Enter and F7 to update. You can also indicate the percentage to waive in the Percentage to Waive field and press Enter and F7 to update.

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6. A “Supervisor Approval”code box may appear. You will go to the Main Menu in a separate I740 session and enter code WAC Waive Approval Code:

Copy the approval code from the “Waive Approval Code” box:

Paste the approval code in the “Supervisor Approval” box in the Approval Code field and enter your I740 initials in the Approved by field:

YOU MUST THEN PRESS ENTER TWICE FOR THE CODE TO BE APPLIED AND THE FEES TO BE WAIVED:

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If needed, fees can be reinstated from F10 using the following codes: RLF=Reinstate late fee RSF=Reinstate service fee

NSF FeesOccasionally a member may request that ABC refund NSF fees charged to them by their financial institution. ABC is not responsible for reimbursing NSF fees when the member is responsible for the payment on that date. This includes times when a member was not prepared for late/service fees to be drafted in addition to their normal dues after their payments decline and/or they exceed the grace period. However, there may be a rare occasion where a member is drafted incorrectly which may warrant a refund of NSF fees charged by the member’s financial institution.

Ex: The member disputed late and service fee, but the representative failed to waive the fees from the account as agreed. The member was then drafted an additional $29 on the draft date for a $9.50 late fee and a $19.50 service fee. The member did not have the additional $29 in their bank account and were assessed an NSF fee from their financial institution. ABC would be responsible for reimbursing the NSF fees that resulted from our draft.

Ex: The member set up a onetime payment, but later called back to cancel that payment prior to the draft date. The representative failed to remove the payment as agreed and the member was drafted for the one-time payment. The member did not have the funds available at the time of the draft they were assessed an NSF fee from their financial institution. ABC would be responsible for reimbursing the NSF fees that resulted from our draft.

If you have reason to believe that ABC may have drafted a member incorrectly causing NSF fees, seek assistance from a lead of supervisor. If they confirm that ABC is at fault, the member will need to send bank statement with the following information:

The account holder’s name and account number/last four digits A running bank statement with the balance before and after ABC’s draft Proof that NSF fees were assessed to the account

The copy of the bank statement must be sent to ABC by regular/certified mail or scanned in via email. Online statements and screen shots are acceptable. Once the bank statement is received the account will be placed into research. The member can follow up in 5-7 business days to determine if ABC will be reimbursing NSF fees.

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F9 shows the members payment history. Specific F9 codes are used to provide details on all payments collected, declines, refunds, chargebacks, etc. To view additional details regarding payments or declines, press F11 twice from the F9 screen.

Credit Card Codes CAN – cancelled DCC – declined card DNH – do not honor ECC – expired account HCC – hold credit card NTB – not to be done (reversal)UAT – unauthorized CGB – charge backCGR – charge back repostICC – invalid credit cardCCR-Credit card reposts

EFT codesR01 – insufficient fundsR02 – account closed R03 – unable to locate account R04 – invalid account #R07 – authorization revoked R08 – payment stopped R09 – uncollected fundsR10- customer advised not authorizedR16- Account frozenR20- Non transaction account

Payment CodesDFT –draft payment (EFT) RED – redeposit draft DRF – draft payment repost CCD – credit card payment CRD – credit payment made at club PMT – payment transaction (Check/Money order)RFC-collection paymentCRF-Collection Payment Made At Club

Examples of F9, F11, F11 screen:

Credit Card-CCD & DCC Do not honor:

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Credit Card-DCC Insufficient funds:

Credit Card-ICC Invalid Account Number & ICC Invalid card number:

Credit Card-DCC Credit Card Declined & HCC Hold Credit Card:

EFT-DFT Payment & R02 Account Closed:

EFT-DFT Draft Payment & R03 No Account/Unable To Locate:

EFT-DFT Draft Payment & R04 Invalid Account Number:

EFT-DFT Draft Payment & R01 Insufficient Funds/RED Redeposit NSF Funds:

CGB Chargeback:

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CRD Payment Made At Club:

NTB Payment Reversal:

RFC Collection Payment:

CRF Collection Payment Made At Club:

Payment PendingIf a payment is currently pending, it will be flagged as red/pending in F9. These drafts cannot be stopped. Payments will show as “pending” according to the following schedule:

EFT: Each day by 2pm CST, payments are sent to the financial institutions THE DAY

BEFORE for drafts schedule for the following day. Payments scheduled to draft on Saturday, Sunday and Monday are sent to the

financial institutions by 2pm CST on THE FRIDAY BEFORE. Payments scheduled to draft on a Holiday are sent to the financial institutions by

2pm CST TWO DAYS PRIOR. The members are NOT being drafted prior to their due date. The payments are

simply sent to the financial institution early to begin the process of drafting on the scheduled due date.

CCD: Each day by 6am CST, payments are sent to the financial institutions for drafts

schedule for the SAME day. Payments scheduled to draft on Saturday and Sunday are sent to the financial

institutions on that SAME day by 6am CST. Payments scheduled to draft on a Holiday are sent to the financial institutions on

that SAME day by 6am CST.

If a payment is currently pending it will be flagged as “pending” in red in F9:

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You ARE able to update billing information for recurring drafts while a payment is pending. The new billing information will be used for all FUTURE drafts going forward. If the pending payment were to decline, the system will re-attempt the payment on the new billing information.

On Account Billing:If the club participates in what is referred to as “On Account Billing” the member is allowed to make purchases at the club for items such as shakes, juices, personal training sessions, etc. If the club participates in On Account Billing AND the member has purchased items at the club, F9 will have an F5=Club Acct option shown in red.

Press F5 to drill down on the on account charges. The invoice amount, date and APV (approved) / DCL (declined) will be shown. Currently, no description is given to explain the charge.

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This feature is helpful when the member is inquiring about a payment NOT shown in the F9 payment history. You will first want to verify if F9/F5 is an option as this may be the payment the member is referring to. If so, you can help the member understand the charges by explaining it was for a purchase made at the club.

If there are no On Account Charges shown in F9/F5 check for associated accounts. The charge may be listed on a linked account. If not, ask the member for the billing information used in the draft to do a search using the F11 Retreival Method Selection Screen: 8. Bank Account Number / 9. Credit Card Number.

The Payment Draft and Redraft Processes

EFT Files:R01/R09: We will make THREE ATTEMPTS to collect the balance due. After three consecutive returns for code R01 (insufficient funds) or R09 (uncollected funds) from the same billing information, the account will immediately be placed on pay mode PPMR (reversal) and will not be attempted again until the drafts are reinstated per the member’s request.1. EFT drafts are attempted on the bill date or draft date set by the member (DUD/PBP).

The original draft will show as F9 code DFT. New screen shot

2. If an EFT payment is returned for decline code R01 (insufficient funds) or R09 (uncollected funds), we will reattempt the payment. The payment will ALWAYS be reattempted for the FULL past due balance plus fees. The second reattempt will show as F9 code RED.

New screen shot

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3. If the second attempt (RED) is also returned for R01 or R09, we will make one last attempt. The payment will ALWAYS be reattempted for the FULL past due balance plus fees. The third reattempt will show as F9 code DFT.

New screen shot If that attempt is UNSUCCESSFUL, the account will immediately be placed on pay

mode reversal (PPMR) and will not be redrafted until drafts are reinstated per the member’s request.

o If the pay mode is placed back on PPME (per the member’s request) and the billing information stays the same, we will make ONE attempt; however, if that payment returns as R01 or R09, the account will go back to pay mode reversal (PPMR) until once again reinstated by the member. We will NOT make an additional two attempts. If that payment is successful, normal billing will resume. If a payment returns for R01 or R09 in the future, the normal EFT redraft process (mentioned above) will apply.

o If the pay mode is placed back on PPME (per the member’s request) and the billing information is updated, the normal EFT redraft process (mentioned above) process will apply and we will make up to three attempts.

If the attempt is SUCCESSFUL, normal billing will resume with the next scheduled invoice.

Note: At any time a DUD/PBP could be processed and will also count as an attempt. Again, we will make three attempts total from the same billing information before an account is placed on PPMR (reversal).

Note: Once a payment returns for R01 or R09, the system could re-attempt at any time to include the next day, the following Friday, the date used to schedule a DUD/PBP, etc.

Examples (Important to remember that we only make THREE ATTEMPTS):o The member has a DUES invoice ONLY for $19.99 and pays on a monthly

frequency. The member is drafted on the original bill date of January 5, 2015. The payment returns as R01 on January 7, 2015; therefore, we try again the following Friday on January 9, 2015. That payment returns as R01 on Tuesday, January 13, 2015. We make one final attempt on the following Friday, January 16, 2015. The payment returns as R01 on Wednesday, January 21, 2015. Because we have received three consecutive declines for reason code R01/R09 from the same billing information, the account is placed on PPMR (reversal) and will not be redrafted until drafts are reinstated per the member’s request. In summary, we drafted on: Bill date – payment returned as R01/R09, Redrafted the following Friday after the return – that payment returned as

R01/R09, Redrafted the following Friday after the return – that payment returned as

R01/R09, PPMR

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o What if the member authorizes a DUD/PBP? The member has a DUES invoice ONLY for $19.99 and pays on a monthly frequency. The member is drafted on the original bill date of January 5, 2015. The payment returns as R01 on January 7, 2015; therefore, we try again the following Friday on January 9, 2015. That payment returns as R01 on Tuesday, January 13, 2015. The member authorizes a DUD/PBP for Monday, January 19, 2015. The payment returns as R01 on Wednesday, January 21, 2015. Because we have received three consecutive declines for reason code R01/R09 from the same billing information, the account is placed on PPMR (reversal) and will not be redrafted until drafts are reinstated per the member’s request. In summary, we drafted on: Bill date – payment returned as R01/R09, Redrafted the following Friday after the return – that payment returned as

R01/R09, Redrafted on the date authorized in the DUD/PBP - that payment returned

as R01/R09, PPMR

o What if the member has additional invoices that are due? The member has a DUES invoice for $19.99 due on January 5, 2015. The member ALSO has a TANNING invoice due on January 14, 2014. The member pays on a monthly frequency. The member is drafted on the original bill date of January 5, 2015. The payment returns as R01 on January 7, 2015; therefore, we try again the following Friday on January 9, 2015. That payment returns as R01 on Tuesday, January 13, 2015. The member has a tanning invoice for $10.00 due on January 14, 2015; therefore, we attempt to draft the full amount due on January 14, 2015, which is the next INVOICE due date. The payment returns as R01 on Monday, January 19, 2015. Because we have received three consecutive declines for reason code R01/R09 from the same billing information, the account is placed on PPMR (reversal) and will not be redrafted until drafts are reinstated per the member’s request. In summary, we drafted on: Bill date – payment returned as R01/R09, Redrafted the following Friday after the return – that payment returned as

R01/R09, Redrafted on the next INVOICE due date - that payment returned as

R01/R09, PPMR

Return for any reason OTHER THAN R01/R09: If an EFT payment comes back for any reason other than R01/R09, the account will be placed on pay mode reversal (PPMR) and will not be redrafted until the pay mode is reinstated per the member’s request. We will NOT make the three attempts!

Summary of EFT re-draft process:EFT drafted on bill date or date selected in DUD/PBP (attempt 1)Payment returned for R01/R09

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Full past due amount re-attempted following Friday, next day, date scheduled in DUD/PBP, etc. (attempt 2)Payment returned for R01/R09Full past due amount re-attempted following Friday, next day, date scheduled in DUD/PBP, etc. (attempt 3)If third re-attempt not successful, account placed on PPMR until member updates billingIf re-attempt successful, normal billing will resume with the next scheduled invoice.If drafts are reinstated to same billing information after PPMR, one re-attempt will be made. If payment declines R01/R09 once more, PPMR If draft declined for any reason other than R01/R09, account placed on PPMR until member updates billing

Credit Card File: Credit Card drafts are attempted on the bill date or date set by the member

(DUD/PBP). Ex: original bill date is 03/17/12 for $65.90

If a CCD payment is declined for any reason we will reattempt on the nearest Monday, Wednesday or Friday up to five reattempts. (Total draft attempts=6 including the original draft on the bill date)

If the card declines after the 6th draft attempt the account will automatically be placed on pay mode special reversal (PPMS) and reattempt the draft every Friday thereafter.

The payment will ALWAYS be reattempted for the FULL past due balance plus fees. Therefore, once the payment is successfully collected the account will be current with nothing further due until the next scheduled bill date.

In addition to the standard redraft process of reattempting the nearest Monday, Wednesday or Friday up to 6 attempts including the original bill date/every Friday thereafter, CCD redrafts are also attempted on the last day of the month.

Summary of CCD re-draft process:CCD drafted on bill datePayment returned for any reason

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Full past due amount re-attempted nearest M, W, F up to five re-attempts (six total including original draft)If re-attempts are not successful, account placed on PPMS and re-drafted every FridayFull past due amount attempted at each draft

Updater Programs

Merchant Updates:Visa Account Updater and MasterCard Automatic Billing Updater are programs developed by the credit card companies that enable the exchange of updated account information electronically among participating merchants. Participating merchants are able to obtain seamless updates of “card on file” account information. Merchants use this information to update recurring billing for subscription sales, online memberships, health club memberships, utility payments, etc.

Basically as credit card companies receive changes to account numbers and expiration dates they share this information with Merchants such as ABC. This is perfectly legal as the goal of the credit card company is to improve customer satisfaction by making sure cardholders have fewer declines and less interruption in service. See example of the auto update noted in F7 below:

Message from Merchant only/No updates:

Updated information received from Merchant:

ABC Updates: ABC will update credit card expiration dates in attempt to successfully draft payments owed. This is done as a service to our members to ensure there is no interruption to their drafts or club access. See example of the auto update noted in F7 below:

The expiration date is only updated if the draft attempt is successful.

MasterCard DeclinesEffective October 17, 2014 ABC is NOT authorized to re-attempt MasterCard (MC) payments when the credit card is declined for the following reasons ONLY:

Qualifying F9 Decline Codes and Descriptions 303 – Pickup Card301 – Invalid Account Number323 – No Such Issuer304 – Pickup Card – Lost Card

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304 – Pickup Card – Stolen Card305 – Expired Card

Additional Information: If the MasterCard declines due to an expired card (305) the ABC Updater program

will not update the expiration date. The MasterCard Updater program will still be in effect (MasterCard Automatic

Billing Updater). ABC is allowed to attempt one transaction per account for the same MasterCard.

Ex: Paul and his wife have separate agreement numbers with the same MC on file. Payment declines on Paul’s account for a qualifying decline code. ABC will still attempt the payment on his wife’s account using the same MC on file.

F7 will have the following notation if ABC is not authorized to re-attempt the draft: “Do Not Reattempt With Rejected Acct Info”

The system will not allow the account to be taken out of PPMR status without updating the MasterCard. You will receive error message “MC on rejected list. Select new form of pmt”.

The system will not accept the same CCD #/same expiration date after payment is returned due to a qualifying decline code. You will receive error message “MC on rejected list. Select new form of pmt”. However, the system will allow you to use the same CCD # as long as the expiration date is updated.

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These restrictions apply to card on file, club account, manual entry and card not present transactions.

Partial AuthorizationStarting October 4, 2013 ABC began testing the ability to collect partial payments on debit/credit cards for a select group of clubs. When a CCD payment is declined on its regular scheduled draft date the redraft process is initiated as discussed above. During this testing period, if we are unable to collect the full amount owed as we draft according to the CCD redraft process, a partial draft will be attempted instead. This “partial amount” is determined by the member’s financial institution. ABC has no information regarding the member’s available balance on their debit/credit card.

When a partial amount of what is actually owed is drafted, you will see a PAuth flag in red in F9:

Again, the standard CCD redraft process IS being followed. We are simply attempting the draft for partial amount if the full amount owed is unable to be collected.

To determine the full amount owed when a partial payment is collected, place your cursor on the PAuth flag in F9 and press F4. This will provide you with the total amount owed at the time of the partial draft.

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To exit this F4 screen press enter or any function key.

After testing is complete, this feature may be implemented for all clubs. However, at this time the “partial draft” only applies to the clubs we are testing.

ChargebacksA chargeback is a credit card draft that has been disputed by the member through their financial institution. ABC will challenge any chargeback we receive unless otherwise specified by the club or management. The agreements are pulled or, if needed a request for a copy of the agreement is submitted, so that the dispute process can be initiated by ABC’s chargeback department. If ABC does NOT win the dispute, the funds are returned to the member. If ABC DOES win the dispute, ABC is allowed to keep the funds or they are returned to us by the financial institution. When a chargeback is received the account is immediately placed on pay mode reversal (PPMR) until the member authorizes ABC to reinstate the drafts.

American Express/Discover: ABC challenges the chargeback before any money is reversed. The chargeback processor will note F7 that the chargeback was received and has been challenged. If you see CGB in F9 we lost the chargeback dispute and had to return the funds to the credit card company. It could take 2-3 weeks for the credit card company to process ABC’s dispute. If after that time you do not see any notes in F9 ABC won the chargeback dispute and was allowed to keep the funds.

Visa/MasterCard/Discover: ABC must return the funds prior to disputing the chargeback. You will see CGB in F9 once we have returned the funds to the credit card company. You will not see any additional notes in F9 within 2-3 weeks, ABC lost the chargeback dispute.

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If we won the chargeback dispute you will see CGR in F9 showing where the funds were returned to ABC.

Notice Discover may require ABC to return funds prior to disputing the chargeback, while other times Discover may allow ABC to challenge the chargeback before we are required to return any funds.

RVE ProcessReversals allow you to refund all or part of a payment, redistribute funds from one account to another or refund the late and service fees. However, according to some clubs F4 notes/pop up box ABC is not allowed to waive or refund late/service fees. Be sure you are reading the notes carefully on every call. Also, NEVER refund dues/additional profit centers without supervisor or lead approval!

Reversals are processed from F7 using code RVE:

Select option 1. Reversal/Repost/Refund. You will NOT use options 2 - 4 without supervisor or lead instruction. Put your I740 initials in the Authorized by field then press Enter.

Enter a 1 next to the payment you need to reverse and press F6 to Accept. (For training purposes ONLY you will use option 7 in place of option 1 on this screen)

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The next screen displays reversal options 1 – 4. You will NEVER use option 4. However, you must chose the appropriate option 1 – 3 based on the situation surrounding the member’s reversal.

Option 1. Repost:Repost is used to move money from dues to fees or from fees to dues. They are also used to move money from one membership agreement to another. This option simply re-distributes funds already collected. The total funds to be distributed MUST equal the total amount originally drafted.

Ex: After negotiation we agreed to waive the service fee of $10 from the 05/19/06 invoice and credit those funds to dues as a credit. We are NOT waiving the late fee of $5 or the dues of $39.95. We are simply waiving the service fee and moving the $10 collected for that fee over to dues.

Step 1: Reversal/Repost/Refund and your I740 initials in the Authorized by field:

Step 2: Enter 1 in the 05/19/06 field to select the invoice. (If needed, select option 7 in place of 1 for training purposes) F6 to accept:

Step 3: Select 1. Repost:

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Step 4: Redistribute the funds. Remember, the total re-distributed must equal the total originally drafted. In this example, the total originally drafted was $54.95. We are reposting the $10 drafted for the service fee over to Dues which will now total $49.95 with a $5 late fee:

Step 5: Press F6 then Enter to submit the repost and send a request to your supervisor and lead to have the fee waived. DO NOT forget to have the fee waived from F10! You are unable to waive the fee on your own due to it being already collected.

Step 6: Confirm your repost is correct in F7:

Your repost will NOT immediately reflect on the account. It will be processed by ABC’s Accounts Receivable department within 1 – 2 business days.

Ex: The member made a $100 payment that should have been split between two accounts. Instead the full $100 was posted to only one account. We simply need to move part of the payment from the original account to the second account.

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Step 3: Select 1. Repost:

Step 4: Redistribute a portion of the funds from account 9700-25252 to 9700-00002. To do this you must add the second agreement number to the row under the original member’s agreement number. You can then distribute the funds to their correct column under Due Amt, LTE Amt, SRV Amt or CNV Amt as needed. The amount re-distributed must equal the total amount originally drafted. In this example, the original payment was $100. We are reposting $50 to each account:

Step 5: Press F6 then Enter to submit the repost:

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Your repost will NOT immediately reflect on the account. It will be processed by ABC’s Accounts Receivable department within 1 – 2 business days.

Option 2. Rep/Refund:Repost/Refund is used to refund a partial payment. This option is commonly used to refund late/service fees while keeping the dues collected in the same draft.

Ex: After negotiation ABC agreed to refund the $5 late fee and $10 service fee due to the member having a perfect payment history. We will need to keep the $29.95 drafted for dues in that same transaction.



Step 3: Select 2. Rep/Ref:

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Step 4: This is your “KEEP SCREEN”. All monies not accounted for on this screen will be refunded to the member. You will place the funds to be “kept” in the appropriate column of Due Amt, LTE Amt, SRV Amt or CNV Amt. In this example we are only keeping the dues of $29.95 since we agreed to refund the late and service fee collected. We will list this amount under the Due Amt column and press F6 to Accept:

Step 5: Confirm the “refund amount” is correct and indicate a refund method. You should return the payment to the same method used to draft the payment originally. In this example we are returning the $15 ($5 late fee + $10 service fee) to the bank account on file using option 2 in the Refund Method field:

Step 6: Press F6 to Accept then Enter to submit the repost and send a request to your supervisor and lead to have the fee waived. DO NOT forget to have the fee waived from F10! You are unable to waive the fee on your own due to it being already collected.


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Your repost/refund will NOT immediately process. Repost/refunds must be processed by ABC’s Accounts Receivable department. Members should see credit card refunds in approximately 3-5 business days and EFT refunds in approximately 5-7 business days.

Ex: Ex: After negotiation ABC agreed to refund the $10 service fee due to the member having a perfect payment history, but you did NOT agree to waive the $5 late fee. Also, we will need to keep the $29.95 drafted for dues in that same transaction.

Step 1: Select 1. Reversal/Repost/Refund and your I740 initials in the Authorized by field:


Step 3: Select 2. Rep/Ref:

Step 4: This is your “KEEP SCREEN”. All monies not accounted for on this screen will be refunded to the member. You will place the funds to be “kept” in the appropriate column of Due Amt, LTE Amt, SRV Amt or CNV Amt. In this example we are keeping the dues of $29.95 and the late fee of $5 since we only agreed to refund the service fee collected.

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We will list these amounts under the Due Amt and LTE Amt columns and press F6 to Accept:

Step 5: Confirm the “refund amount” is correct and indicate a refund method. You should return the payment to the same method used to draft the payment originally. In this example we are returning the $10 service fee to the bank account on file using option 2 in the Refund Method field:

Step 6: Press F6 to Accept then Enter to submit the repost and send a request to your supervisor and lead to have the fee waived. DO NOT forget to have the fee waived from F10! You are unable to waive the fee on your own due to it being already collected.


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Your repost/refund will NOT immediately process. Repost/refunds must be processed by ABC’s Accounts Receivable department. Members should see credit card refunds in approximately 3-5 business days and EFT refunds in approximately 5-7 business days.

Option 3. Refund:Refund is used to refund a full payment collected. This option may be used when a member is not responsible for an invoice they were previously drafted for or overpays and would like to have the overpayment returned to their CCD/EFT information. Do NOT refund dues/additional profit centers without supervisor or lead approval!

Ex: This member canceled at the club with a last bill date of 07/18/11. Unfortunately the cancellation was not entered into the system prior to this bill date and the member was incorrectly drafted on 08/18/11 for a payment they did not owe. Per a level 2 contact we are to refund this payment in full.

Step 1: Select 1. Reversal/Repost/Refund and enter your I740 initial in the Authorized by field:


Step 3: Select 3. Refund and Enter to submit:

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Step 5: You should return the payment to the same method used to draft the payment originally. In this example we are returning the $29.95 for dues to the bank account on file using option 2 in the Refund Method field:

Step 6: Confirm your refund is correct in F7:

Your refund will NOT immediately process. Repost/refunds must be processed by ABC’s Accounts Receivable department. Members should see credit card refunds in approximately 3-5 business days and EFT refunds in approximately 5-7 business days.

Remember, do NOT refund dues/additional profit centers without supervisor or lead approval!

Summary on RVE:RVE in F7Always option 1 in Select Reversal Type screen; Authorized by: Your initialsSelect the payment (using 7 on test accounts; 1 on real accounts); F6 to accept

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Select Repost (move money from fees to dues/dues to fee or to another account), Rep/Ref (keeping some/refunding some), or Refund (Refund in full)Complete the “Keep” screen (rows and columns) if displayed/Complete the refund screen by selecting refund method if displayed; F6 to acceptIf you are refunding/reposting LF/SF email lead and sup to request fees to be waivedTo clear a refund RVC in F7

Clearing an RVE:To clear a refund that has not yet been processed, enter Code RVC in F7:

Enter a Y to select the reversal and F6 to clear:

Refunding Via CheckIf the member requests a refund via check rather than to the EFT/CCD information ABC originally drafted from, you would need to explain that ABC must first attempt to refund the payment back to the original payment method. If the payment is then returned from the financial institution, Accounts Receivable will mail the member a paper check and notate F7 notes with the check number:

If you do not see that Accounts Receivable has noted a check was mailed, ABC has yet to receive the returned payment from the Financial Institution. If the member has questions or concerns regarding their refund they will need to speak to their financial institution.

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If the member states the account associated with the CCD/EFT information is closed, submit the refund via check and CLEARY note F7 as to why a check is being issued.

Payments Collected At The ClubYou cannot refund fees paid at the club. ABC did not collect these funds. If there are no notes in F4/pop up boxes advising you that ABC is not authorized to negotiate fees, you can REPOST the fees (using option 7) to dues as a credit and request the fees be waived by emailing your supervisor or lead. If the member is not satisfied with this option, they will have to discuss the fees with the club.

Emailing Fee Waiving RequestsRemember, you CANNOT waive fees that have already been collected on your own. You will email the request to waive fees to your supervisor and lead, but process the RVE in F7. You will only email your supervisor and lead to waive fees that have ALREADY been collected. You are capable of waiving fees on your own if they have yet to be collected. You will email your supervisor and lead using the proper format shown in the example below:

To: Supervisor and leadSubject: Agreement numberBody: Agreement number, Date the fee was assessed in F10, what fee is to be waived (late/service) and how much of the fee is to be waived.

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Chapter 4

Security; RFC145


Contacting a ClubWhen contacting the club, you can only discuss the account with a CLUB CONTACT. You must confirm their contact level and have them confirm their password (if any) BEFORE discussing member information. In order to contact the club, you will locate the club’s telephone number from one of the following locations:

a. Page down from the member’s front screen to the Club Info side panel, or

b. Go to the F2 club screen

Level Access: Level 1 contacts are able to obtain member information only. They cannot make

any changes to member accounts or on a club level. Level 2 contacts are able to obtain member information and make member

changes only. They cannot make any changes on a club level. (If no level is listed for a contact they should be treated like a Level 2)

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Level 3 contacts or owners are able to obtain member information, make member changes and club changes. They have full access and can request password updates and reports. (Owners may have OWN by their name to indicate they are club owners)

DNC means “Do Not Contact”. This is usually referring to a specific club contact. This includes phone calls and emails.

You should ALWAYS check ALL notepads when contacting a club. The notepads will occasionally list additional club contacts and/or additional information regarding the access of certain contacts.

Password Policy:At ABC one of our highest priorities is to safeguard member, client, and company data. The responsibility to protect data belongs to each of us. Therefore the following polices have been put in place and must be strictly adhered to at all times.

1. If a client has a password you must verify the password before answering any questions, asking any questions, or providing any information. This applies if the client is calling ABC or if you are calling the club.

You must also verify that the client is a contact for each club number before providing any information on additional clubs. It is your responsibility to check all notepads for each club for passwords.

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2. You cannot provide any information to a client who has forgotten their password. You cannot give any hints to help the client remember their password if they have forgotten it. Also if a person calls in and gives you their name and later gives you another name in an attempt to make changes or receive information you should not help them.

If the client cannot remember their password apologize and let them know for security purposes you will be unable to assist them until they have a new password. Ask the client to have a level 3 contact e-mail the new password to [email protected]. If the client is upset because you cannot help them please apologize and let them know this is for their own protection. If they continue to be upset let them know you will contact their Account Executive to make them aware of the situation. Immediately notify your supervisor and lead of the situation.

3. No one including a level 3 contact can update a password or add contacts by phone. Also, a club contact cannot verbally approve a non-contact to speak to ABC to make changes or get information. In order to add a contact or update a password a level 3 would need to send this request in writing to [email protected].

4. If you receive an email asking us to update passwords you should not do this unless you are certain the email came from a level 3 contact at the club. If you do not see the email address listed on the notepad you should call the club to verify the email request is legitimate. (This policy is in place for Client Service representatives, the Data Analyst group and the Offline Department. As a Customer Care agent you should not be presented with this type of request, but if you are contact a supervisor or lead immediately.)

5. Do not give a client their club number under any circumstances unless they have a password and have been able to verify it. If you are taking client services calls you should say, thank you for calling client services my name is (your name). Am I speaking to (club name)?

6. You should not send a member or club a copy of an agreement. If the agreement is in imaging ask the member to create an account on MICO or let the club know they can view the agreement in DataTrak. If they insist that we send them a copy this request should go to MStasks. When you send the request please include the email address the agreement should be sent to. MStasks are allowed to email copies of agreements.

7. Unless you are a team lead, supervisor, manager, director or Karen Armstrong you should not send a club or member an attachment. It is acceptable to copy text from the procedures and paste it into the body of an email. If it is

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necessary to send an attachment, please email your supervisor, lead or manager and they will send it for you.

8. If the club or member asks for a copy of a recorded call this request should be emailed to your lead, supervisor, or manager. Be sure to include the name of the person requesting the call. ABC management will call the club or member to make sure the request is legitimate and then create a password and WinZip the voice recording before sending it.

9. An ABC employee could call for assistance. You will need to ask them for their cell phone number to verify their identity. The number they give should match what is in your Interaction Client or you cannot assist them. This policy is primarily in place for Client Service representatives. As a Customer Care agent you should not be presented with this type of request, but if you are and do not have the ability to see the callers cell phone number in the Interaction Client see below:

Locate the ABC employees name in the Company Directory tab Right click the column heading “First Name” and chose Other Columns Select Mobile

Verify their mobile number password and proceed with their changes/answering their questions.

10. If the client has forgotten their CRS or OBC password they must be able to provide the user ID and answer the security question for you to reset it. If they know the user ID but cannot answer the secret question, you may ask to speak with a Level 3 contact to confirm it is ok to reset the password. If no level 3 contacts are available, apologize and let them know you will be unable to reset the password. Ask the client to have a level 3 contact email approval to reset their password to [email protected]. (This policy is in place primarily for Client Service representatives. As a Customer Care agent you should not be presented with this type of request, but if you are contact a supervisor or lead immediately.)

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11. If a client or ABC employee contacts you by phone, email, or fax asking for a report or the bank account change form you will need to send this request to your supervisor and lead. Please provide as much information as possible regarding what information the client needs in the report. The supervisor and lead will send requests for bank change forms to [email protected]. The Professional Services department will then process these requests. The supervisor and lead will send requests for reports to the DA group as they are the only ones allowed to send reports to a client or ABC employee.

12. When the Data Analyst (DA) group receives a request for a report or data it is their responsibility to make sure we have properly identified the club contact before sending any emails or attachments. This applies even if the request is coming from an AE or other ABC department.

Cell phone numbers or email addresses that are provided in the report request should not be used for verification purposes.

Any report sent to the club must be password protected. If a password is not on the notepad it is the responsibility of the DA to contact the club and get passwords sent in writing.

Even if a password is on the club’s notepad the DA must call the club or corporate number and speak to the person who requested the report or to a level 3 contact if the person who requested the report is not available. This is to ensure that the report request is valid.

If you cannot reach a level 3 contact by phone you can send an email to the person who requested the report or to a level 3 to verify the report request is valid. The email can only be sent to email address on the notepad.

If the club does not have a password the DA Group can accept a new verbal password by phone from a level 3 as long as you called the club or corporate number. However, the club must still send a written request updating the password.

If a club refuses to send passwords, fails to respond to our request for passwords, or if you are unable to contact a level 3 please notify the AE.

13. Be paranoid. If something doesn’t sound right let your supervisor know. For example, if a club calls and says they want a copy of all their agreements because they don’t have them this should raise a red flag. If someone does not appear to be who they say they are notify your supervisor. If there is a situation you don’t know how to handle ask your supervisor or lead for help.

Entering CLI’s (Client Services Problem) There are some clubs that Member Services cannot call. They are called CLI clubs. If you scroll down from the members front screen to the Club Info side panel, it will state CLI if the club is a CLI club.

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In this case, you will not call the club; rather, you will enter a CLI if further research needs to take place. A CLI is entered from F7 using Code CLI.

You will be prompted to enter the specific details of your CLI in the Client Service Problem window. Example:

The CLI will then be reviewed by ABC’s Offline Department. This process takes approximately 3-5 business days.

Offline will note CLA in F7 when the research is pending:

Offline will note CUR in F7 when the research is complete:

You will receive email notification once your CLI is resolved and it will be your responsibility to follow up with the member at that time.

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You CANNOT enter a CLI for EVERY situation. There are only specific reasons why a CLI would be entered. A CLI can be entered to verify the following:

The club is a CLI club and a payment made at the club has not been posted The club is a CLI club and the members cancellation request was completed at the

club but has not been processed on the account The club is a CLI club and the renewal box is not checked or initialed but the

account is set to renew The club is a CLI club and there is no signature on the agreement or the member

states the signature is forged The club is a CLI club and the member is being charged for additional profit centers

but states the services should be free The club is a CLI club and the member requests a copy of the agreement and ABC

does not have a copy on file The club is a CLI club and the member states they were a minor at the time of

signing the agreement The club is a CLI club and the member states they paid their last month up front

and would now like to cancel. ABC does not have a copy of the agreement on file to verify the payment

All other CLI’s require some type of proof in order to place the account in research. However, you can also check with your supervisor or lead to determine if it is acceptable to email the club regarding the member’s questions or concerns. Keep in mind it will be your responsibility to follow up with the member if you are able to email the club directly.

Remember, if the club is NOT a CLI club we should be making an attempt to reach a level 2 or 3 club contact to discuss the members issue unless it’s a contract dispute and ABC has a copy of the agreement on file. Contract disputes will be referred to the club for non CLI clubs. Ex: The club is not a CLI club and the member says they didn’t sign an agreement and ABC has a copy on file with no signature. Ex: The club is not a CLI club and the member says the signature is forged and ABC has a copy on file with a signature. Ex: The club is not a CLI club and the member says they didn’t agree to automatically renew and ABC has a copy on file with no signature or initials next to the automatic renewal section.

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Removing a CLI:If you need to remove your CLI because research is no longer needed, the CLI was listed incorrectly and needs to be re-done, etc. use code CUR in F7:

Members Requesting A Copy Of The Agreement:If a member requests a copy of their agreement you must first determine if ABC has a copy on file in imaging.

ABC has an agreement on file: Refer the member to myiclubonline.com where they can register their account and

view a copy of their agreement. Be sure the member has their agreement number before attempting to register. If they do not have their agreement number they can select “Retrieve Agreement Number” from the registration page.

If the member says they do not have internet access or insists that ABC send them a copy you will forward their request to MSTASKS. See example email to MS Tasks below:

The member’s request will be processed in 1-2 business days. Do not email MSTasks Group! Note you emailed MS Task requesting a copy of the agreement be sent using FYI in

F7

ABC does not have an agreement on file: Attempt to reach a club contact to request a copy of the agreement if the club is

not a CLI club. If the club HAS a copy, explain the member is requesting a copy and ask that they

email it to [email protected] (spell this for the club!). Once MSTasks receives a copy of the agreement they will forward it to the member. It will also be placed on their account for online viewing from our website.

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If the non-CLI club DOES NOT have a copy, explain the member is requesting a copy and that we will be referring the member to the club with their questions and concerns.

If the club is a CLI club you will enter a CLI for a copy of the agreement. See example CLI below:

You will ONLY submit a CLI if the club is a CLI club. Advise the member the request

for a copy of their agreement could take 3-5 business days to process. Once the agreement is received the member will be sent a copy for their review. It will also be placed on their account for online viewing from our website.

If the member is concerned that ABC does not have a copy of the agreement on file, politely explain that ABC is provided with club policies which enable us to bill and manage their account, but we do not have a copy of their individual agreement.

Referred For Collection (RFC) PolicyOnce we exhaust all attempts to collect the past due invoices on the account, the account may RFC (return for collections). At that time the club has the right to pursue any collection efforts they deem necessary (within the limits of the law). If an account is currently in RFC status the Status section of the member’s front screen will be flagged as Inactive RFC Returned For Collection in red:

The RFC date will also be shown in F7:

If the account has been sent to a collection agency for further collection attempts, SCA Sent to Collection Agency will be noted in F7 following the original RFC notation:

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The standard RFC processing time is 60 days for Open End members and 90 days for Installment members. However, some clubs chose to RFC their members at different points in delinquency. We should never disclose the exact time frame in which an account will RFC to members. Anytime an account reaches a delinquent status, the member is running the risk of being returned for collections. ABC runs the RFC cycle on the 16th of each month. Any member that has reached the clubs specific delinquency requirement at the time the cycle is ran will then be placed in RFC status.

In order to avoid RFC status, the account must be brought current. Simply setting up a PBP or DUD for a future date will NOT prevent the account from RFC’ing.

RFC within the 10 day grace period:ABC is able to take payment on an RFC account before the member is officially sent to the collection agency or club for further collection attempts between the 16th and 25th of each month as long as the member is making a payment for the full past due balance. ABC’s RFC department sends out an email at each RFC cycle to provide specific date information on the grace period. You are required to follow these guidelines when taking payment on an RFC account. See example email below:

Verify the RFC date in F7 to confirm you are between the 16th and 25th of the month and authorized to take payment.

Some clubs do not allow RFC payments even within the 10 day grace period. Some clubs do not allow you to S RCO (Reinstate From Collections) in the I740. Be sure to check F4 notes and the pop up boxes before agreeing to take payment.

You MUST manually add up the total balance due by reviewing the past due invoices in F10. The past due amount will NOT display on the front screen.

The member is NOT responsible for late or services fees and these will be removed automatically once you SRCO (Reinstate From Collections) the account to remove

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from collections. Do NOT add these fees into your total past due amount. The member IS responsible for any additional profit centers that are past due. Only if the member agrees to pay the past due balance in FULL will you be

authorized to take payment. You must note Type S Code RCO (SRCO) in F7 BEFORE setting up the payment.

“RCO REINSTD FROM COLL” will then display in the F7 notes after pressing Enter.

If the account was in pending cancel status when it RFC’d, the member will only be responsible for the pending cancel amount!

If you reinstate the account from collections in error, or the member changes their mind about paying the full past due balance, you may enter Type S Code COL (SCOL) “Confirmed OK to RFC” in F7. This will send the account back into a collection status with the NEXT collections cycle.

Summary for RFC within 10 day grace period:Verify RFC date in F7Confirm you are authorized to take payment according to the RFC emailCheck F4 for special instructionsManually add up past balance from F10. Include additional profit centers, but DO NOT include late or service fees.Verify member agrees to pay FULL past due amountSRCO from F7 BEFORE taking paymentOnly take PCA on PCS accountsSCOL to reinstate to collections if needed RFC outside the 10 day grace period: Once the RFC date is after the 25th of the month, you are no longer authorized to take payment on the account. You may see SCA (Sent to Collection Agency) noted in F7 if the account has been forwarded to a collection agency for further collection attempts. The collection agency, if any, is hired by the club, NOT ABC. If you do not see SCA following the original RFC notation, the account has been referred back to the club for further collection attempts.

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You cannot take payment from the member even if they agree to pay the past due balance in full.

If there is a collection agency listed in the F4 notes, provide the member with this contact information. You may use Shift F10 from the F4 notepads and search by key word “RFC” to quickly locate RFC information:

If there is no collection agency listed in the F4 notes refer the member back to the club.

ALWAYS check F4 notes/pop up boxes carefully for special club instructions. DO NOT give the member their balance. They MUST talk to the club or collection

agency (agencies charge additional fees that we do not know about.) We do not want to provide an incorrect past due balance.

Do not give cancel/freeze procedures. Once they satisfy the past due balance with the club/agency they can contact the club to discuss cancellation/freeze if needed.

ABC does NOT report to any credit bureau. We cannot confirm if the club or collection agency reports to the credit bureau.

If the member states they ALREADY paid the club or collection ask your supervisor or lead for assistance.

Summary for RFC outside the 10 day grace period:Verify RFC date in F7Check F4 for special instructionsIf RFC agency listed in F4, provide member with contact informationIf NO RFC agency listed in F4, refer the member to the club

Missing Contact # For RFC Agency:If a collection agency is listed in F4, but no phone number is provided IM Stephanie Cook in the RFC department. She will provide you with RFC agency contact information. This applies to members who have been sent to a collection agency (SCA) as well as members who are more than 10 days, RFC but no SCA is noted.

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If Stephanie Cook is unavailable, refer the member to the club to discuss the status of their account. This applies to members who have been sent to a collection agency (SCA) as well as members who are more than 10 days RFC, but no SCA is noted.

When a collection agency is listed in F4, but no phone number is provided you must email RFC and copy your supervisor and lead to have the contact information added. See example email to RFC below:

Refusal to Pay/60+ Days Delinquent:If a member refuses to make payments or is 60+ days past due, you must make them aware that their account could RFC once it reaches a certain point in delinquency. Do not specify an exact date that the account could RFC.

You will politely state the following to the member who refuses to make payment:“I understand your frustration. However, not making your payment will not cancel your account. I would prefer to work with you to resolve this issue as non-payment could result in your account being referred for further collections and neither of us wants that to happen.” (See Member Service Scripts on SharePoint for future reference, if needed) You will notate in F7:

o RTP (Refusal To Pay)o ERP (Explained RFC procedures)

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Chapter 5

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Cancellations/Freezes

CancellationsWhen a member calls to cancel, we should do the following:

State the cancellation script using a sincere tone of voice. This is a great opportunity to build rapport with the member and empathize with their situation:

o “I’m sorry to hear that [caller’s name]. You’ve been a valued member of [name of club]. May I ask why you’d like to cancel?” The member’s reason for cancelling will assist you in determining if they are eligible to cancel and what options are currently available.

o Acknowledge their reason for cancelling! Look on the side panel for the agreement type:

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Pull up the cancel/freeze procedures:o Remember, we look at the internal use when verbally providing the member

cancellation procedures; however, if you are sending cancel/freeze procedures to the member, you will copy and paste from the completed web page folder in the Cancel/Freeze procedure icon located on your desktop.

Remember, clubs such as 1111, 2222, 3333 must be located manually from the list of clubs in the internal use/completed web page. Typing in the club number will not direct you to the CORRECT procedures automatically.

We should NEVER use the ABC/Club Cancels flag on the customer service notepad to determine who handles cancellations. Always look up the cancel/freeze procedures from the internal use web page. (The Cancel/Freeze procedures located on the Interaction Client are internal use procedures)

Always verify if a freeze can be offered as an alternative to cancelling.o If you offer the freeze procedures, notate OFP (offered freeze procedures) in

F7.

Be careful to take note of how the member can send in their cancellation request. These are the only acceptable means of sending the request. If FAX is listed, do not advise the member this is an acceptable way to send in their request. Please provide the member with the fax script if necessary. If FAX is listed on the web and the member INSISTS on sending in their request to cancel through fax, provide the script and advise the member it is THEIR responsibility to ensure ABC receives their request. Note F7 thoroughly. Fax script: “Faxing is not the most reliable means of sending information. We have other options you can use to send this information that are more reliable. However, if you would like to send it by fax please make sure you follow up within 3-5 business days to confirm your fax has been received.” If FAX is NOT listed on the web page it’s simply not an option.

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No Cancellation Procedures On FileIf the member calls ABC to cancel but there are no web procedures on file for their club or there are not notes on F4, apologize for the inconvenience and refer the member to the club. You will then email Karen Armstrong, Tiffany Moore, your supervisor and your lead to have the club contacted in regard to the cancel/freeze procedures. Example email:

Cancellation per MoveIf an install/cash member is requesting to cancel due to a move, the member must provide us with proof they have moved their residence according to the clubs cancel procedures. Ex:

STANDARD PRIMARY PROOFS OF MOVE (1 of 8):1. New lease agreement in the member’s name signed by member and lessor showing

the new address. 2. New utility hook up or utility bill in member’s name showing new address.3. Newly issued driver’s license (with issue date) showing new address.

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4. Copy of a one way plane ticket with copy of visa or green card (passport is acceptable as a substitute for visa/green card).

5. PCS orders AKA Permanent Change of Station (boot camp and basic training not accepted).

6. Letter from new employer on letterhead, along with a copy of a pay stub (one of which will need to include the member’s new address).

7. Closing papers on a purchase of a new home with signatures showing the new address

8. Students—must send in a copy of a class schedule and tuition receipt (one of which must be on school letterhead).

STANDARD SECONDARY PROOFS OF MOVE (2 of 3):

1. Current bank statement in their name showing new address.2. Current credit card statement in their name showing new address. 3. Post office change of address confirmation letter.

Most clubs have a mileage requirement for relocation. The mileage check is done by ABC’s offline department once the request to cancel and proof of move is received in our office.

Some clubs require the member to move a certain number of miles from both the original club AND all AFFILIATED CLUBS or IPFA clubs (International Physical Fitness Association). If there are affiliated/IPFA clubs in the member’s new area, they will be required to transfer to that club. This transfer clause is listed in the agreement. The affiliate check is done once the request to cancel and proof of move is received.

If the club has secondary proofs of move listed on their web page, the member can provide these proofs of move (typically 2 out of the 3) in place of the primary proofs of move.

If the member is sending in a current bank statement and a current credit card statement they CANNOT be from the same financial institution. Example: the

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member cannot send a bank statement from Bank of America along with a credit card statement from Bank of America.

We CAN accept screen shots of proof of move. If the proof of move is in the spouse’s name (utility bill, etc.), we also need a copy

of the marriage certificate. If the member is providing the spouse’s PCS orders as proof of move, they must be

listed as a dependent on the orders for this to be sufficient proof of move. Never guarantee proof of move will be accepted. All proofs of move must be

reviewed by the ABC before a determination can be made. Keep in mind the above proofs of move are only STANDARD proofs. The club can

chose to required alternate forms of proof if they chose to do so. Be sure to read the web procedures carefully for each club.

Most clubs require a 15/30/60/90 day notice to cancel. The member is responsible for any past due balances if any and payments that fall within the notice required. This includes any enhancement fees or additional profit centers unless the web/F4/Pop up box or agreement state otherwise. Some members may have paid their last month up front at the time of signing.

NEVER collect a cancellation fee before the account is set to cancel. If the cancellation fee is a percentage of the remaining balance, do not guarantee

a total cancellation fee amount. The cancellation fee amount will be calculated once the proof of move is received.

NEVER agree to backdate a cancellation request without supervisor or lead approval.

If the member is past due in PCS status, you must go into F7 to determine the true amount owed. The front screen will show all payments past due, but the member is still only responsible for the original PCA amount.

If you are reinstating an RFC account that was in PCS, the member is only responsible for the original PCA amount.

If you are giving cancel procedures to someone other than the primary member or the buyer, be sure to inform them that the request MUST come from the primary member/buyer.

Cancellation for MedicalCancellations for medical reasons are usually allowed for either permanent or substantial disability. The club usually requires the member to send in a letter from their doctor on official letterhead SPECIFICALLY stating that they are either “permanently or substantially disabled”. You will need to check the clubs cancel procedures carefully to determine the specific cancellation procedures for medical reasons.

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All correspondence from the doctor should include a signature and phone number

to verify the disability is needed. If the condition of the member does not qualify for cancellation, freezing the

agreement MAY be an option depending on the clubs procedures. You MUST stress the importance the physicians wording in the letter so that they

understand exactly what is required to qualify for cancellation. They are not required to disclose the specific medical condition, but the wording must match the clubs cancellation procedures.

Some clubs require a 15/30/60/90 day notice to cancel. The member is responsible for any past due balances and payments that fall within the notice required. This includes any enhancement fees or additional profit centers unless the web/F4/Pop up box or agreement state otherwise. Some members may have paid their last month up front at the time of signing.

If the cancel/freeze policy states the member should have their doctor fill out the disability form, please send an email to [email protected] (NOT MSTASKS GROUP) copy your supervisor and lead requesting they forward the member the disability form. Make sure you indicate how the member would like to receive the form and notate F7 that you have requested the form be sent to the member using F7 reason code FYI. See example email below:

MS Tasks will fulfill the member’s request in approximately 2-3 business days.

Open End Cancellations/Deleting Auto RenewIf an open end member is requesting to cancel OR if a term member is requesting to cancel their automatic renewal, you will give the procedures listed under “Open End Members OR Members Requesting to Delete the Auto Renewal clause” on the cancel/freeze procedures.

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Most clubs require a 15/30/60/90 day notice to cancel. The member is responsible for any past due balances and payments that fall within the notice required. This includes any enhancement fees or additional profit centers unless the web/F4/Pop up box or agreement state otherwise. Some members may have paid their last month up front at the time of signing. Example:

If the member is cancelling the auto-renew, they are still required to fulfill the original terms of the agreement.

If auto renew procedures are not listed on the web page, provide procedures for “Open End” to cancel the renewal.

Always offer open end members the “Open End” cancel procedures even if the member is cancelling for reasons of “move or medical”!

Remember, offer the member the option to cancel the auto renew if they do not qualify to freeze/cancel and request to cancel while they are still an installment member.

Advise members who are requesting to delete their automatic renewal that their request to cancel must specifically state “cancel automatic renewal”.

PIF/Cash AccountsTypically PIF/Cash accounts are allowed to cancel for move or medical only. The members may or may not receive a pro-rated refund depending on the clubs web procedures.

Buy Out/Transfer OptionIf the member does not qualify to cancel for move or medical, review the web page to determine if the club offers a Buy Out or Transfer option. If so, you can offer this option to the member.

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The letter to cancel MUST state they are cancelling under the buyout option If it is cheaper for the member to cancel their automatic renewal and pay off the

remaining agreement balance, the offline department will proceed with cancelling the renewal rather than setting the account to cancel under the buyout option.

Cancellations of Additional MembersIf the primary member decides to cancel, the entire account will cancel including any secondary members. If the secondary member is interested in remaining a member they are welcome to speak with the club about signing a new agreement in their name only. Be sure to check the club F4 notes to ensure there are no special instructions regarding primary member cancellation.

Only the primary member or buyer can request to cancel an account or member. If you are giving cancel procedures to someone other than the primary member or the buyer, be sure to inform them that the request MUST come from the primary member/buyer.

If the account is OPEN END, the primary member or buyer can submit the request to cancel the secondary member from the account. They must be VERY specific in their letter that they only want the secondary member removed.

If the account is INSTALLMENT, the primary member or buyer can submit the request to cancel the secondary member from the account accompanied by proof of move or medical condition in the secondary member’s name. Be sure you are VERY clear in your explanation to the caller that the request to cancel must come from the primary member or buyer, but the proof must be in the secondary member’s name.

Club Handles CancelsIf the web procedures state the club handles cancellations, be sure to read the procedures to the member verbatim. Most clubs that handle their own cancellations have procedures on the web page instructing the member to FILL OUT PAPERWORK at the club.

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Freeze ProceduresSome clubs have an option to temporarily place the membership on hold. Remember to offer the freeze option whenever applicable or if F4/pop up box/web states you must do so anytime a member requests to cancel. After offering to freeze don’t forget to note OFP in F7.

Remember, we look at the internal use when verbally providing the member freeze procedures; however, if you are sending freeze procedures to the member, you will copy and paste from the completed web page folder in the Cancel/Freeze procedure icon located on your desktop.

Some freezes can be processed over the phone which requires a Soft change using shift F12/F24 from the Contract Info side panel. This is taught later in the training manual.

Freeze procedures are usually different for each agreement type. Be sure to provide the member with the correct procedures.

If freezes are only allowed for a certain amount of time, the member MUST specify how long they would like to freeze their account in their request.

Accounts MUST be current in order to freeze.

Club Handles Freezes

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If the web procedures state the club handles freezes, be sure to read the procedures to the member verbatim. Most clubs that handle their own freezes have procedures on the web page instructing the member to FILL OUT PAPERWORK at the club.

Pending CancellationsIf the member sends all necessary documentation for cancellation, has made all required payments, and no longer has access to the facility, we may cancel the membership effective immediately. However, if the member still owes payments on the membership, or has paid through a certain period of time and should still have access to the facilities, we must hold the cancellation until the necessary payment has been made and the necessary time has elapsed. Thus you would put the member on a “pending cancel” status.

To set an account on Pending Cancel Status, you must take note of the NUMBER of payments the member is responsible for in F10 if any. This includes any Enhancement fees and additional profit centers unless F4 notes, the pop up box or the web notes state otherwise. This is especially important for weekly or bi-weekly accounts since these members are billed more than once per month! With any PCS, make sure you look carefully at F10 to determine an accurate pending cancel amount.

To set up a Pending Cancellation: First, press F9= Status Codes from F7 to page through the cancellation reasons

and locate an appropriate cancellation code. DO NOT select the cancel code. Simply make a note of the code which will be used when setting up the PCS. Be sure to check F4/pop up box carefully for special instruction regarding acceptable and unacceptable cancel codes for the club in question:

The cancel reasons listed in F7/F9 Status code option are as follows:

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CBL Letter From Member CBO Buyout CBR BankruptcyCCA Corp AcctCCC Club Closing CCD Club Dirty CCG Join Cheaper GymCCM Club RepresentativeCCN Club Representative-CnxCCS College StudentCDC Deceased CDI Dues Increase CDO Medical CDP Duplicate Account CDR DoctorCEF Per Enhance Fee

CEM Member now an employeeCFH Financial HardshipCFI Can’t AffordCHG Equip @ HomeCJB Job Out Of Area CJC Joined Another Club CJP Job Provides Gym MbrshipCLB Club Managed CLH Limited Gym Hours CMC Club MovedCMI MilitaryCMO Move (OPEN END)CMR Misrepresentation CMV Move (INSTALL)CNA No Multi Club AccessCNC Cancel

CNL Not enough classes CNN No Longer Billing CNO Not happy w class optionsCNP No Pool CNR Open End CNT No Time CNU Insufficient UsageCOC Overcrowded COE open/end RFC COL Confirmed OK to RFC COR Other ReasonCPC Collections CPF PIF Collections CPI Unhappy With Instructor CPL Pool too smallCPP PregnancyCRN Rewrite/No Contract

CRP Refuses To Pay CRU Reason Unknown CRW RewriteCSD Declined To Comment CSF Unhappy With Facility CSG No SignatureCTA Transfer to Another MbrCTM Transfer ClubsCUA Under AgeC13 13 Month ClauseC2F Too FarC3N 3 Day ClauseDAR DELETED A/R OPTIONEXP EXPIRED ACCOUNTUWE Unhappy With EnhancementPLUS MANY MORE….

From the F7 screen, enter Type S and Code PCS (SPCS) and press Enter TWICE:

Press Enter twice to pull up the Pending Cancellation Window

o Cancel Code: Documents why the member is cancelling. You must enter the valid 3 character cancellation code

o Print PCL Letter: (Pending Cancel Letter) “Y”=Letter will be generated to the member confirming the details of the pending cancellation. If an email address is on the front screen, they system will ask if the letter should be sent via mail or email. Always select email when possible. “N”=Letter will not be generated. Example:

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o Cancel Amount: (AKA PCA – Pending Cancellation Amount) This is the amount owed in order for the account to cancel. This includes the past due amount if any and any additional profit centers (CHILD CARE, ENHANCE, etc.) You will NOT include late/services fees in this field. Cancellation or Buyout fees will NOT be included in this field.

If the member is currently past due you must verify the amount owed by looking in F7 under the PCA section. Determine the date the PCS was entered on the account and check F9 to see if any payments have been made. This will allow you to determine the balance owed. Never use the front screen to determine balance owed on a PCS account.

If the member is currently showing to be past due but does not owe the past due amount in order to cancel, you will need to remove those invoices from F10. Seek assistance from a supervisor or lead as this process will involve a soft change (Z CHG).

If the member is currently showing to be past due and DOES owe the past due amount in order to cancel, the total past due would need to

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be added into the PCA total. If the member does not owe additional payments to cancel, this

amount will be zero. Seek assistance from a supervisor or lead to remove any invoices the member is not being held responsible for as this process will involve a soft change (Z CHG). (Example of PCA at zero shown below)

o Draft Cancel Fee: If a Cancellation or Buyout fee is required, “Y”=Fee will automatically be drafted from any billing information on file.

o Cancel Fee (Y/N): “Y”=Cancellation or Buyout Fee is required. “N”=Cancellation or Buyout Fee is NOT required. A Cancellation or Buyout Fee is an additional penalty fee (not dues) charged for early termination. If the club charges a cancellation fee, it will be indicated on the clubs cancellation procedures. (Example of PCS with fee shown below)

o Fee Amount: If a “Y” was selected in the Cancel Fee field, the fee amount would be listed here.

o Fee Date: If a “Y” was selected in the Cancel Fee field, the fee due date would be listed here. The Cancellation or Buyout Fee should be scheduled for the same date as the last bill date. However, if the members last bill date has passed the fee should be scheduled for the next day.

o Cancel Date: AKA (PCD – Pending Cancellation Date) The last day of club access before the account cancels. To determine the cancel date you must first use the Notice Days spreadsheet located on SharePoint in the Member Services Training/Training Documents Folder. The postmark date is used in conjunction with the notice requirement (example 30 days, 60 days etc.) to determine what payments fall within that timeframe. The Notice Days spreadsheet is not used to determine the actual cancel date. Once the final payment is determined, you will then set the cancel date for the day before the next bill date.

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o Instructions: Always start the instructions with the LBD (Last Billing Date). This field allows you to explain the balance due in the PCS. Include details of the past due balance or cancellation fee if any.

Example: LBD May Example: LBD May + past due Example: LBD May + CNX fee Example: LBD May + past due + CNX fee

o Process By (C/M): M=The member requested to cancel through ABC and you would place your initials in the Auth By field. C=The club authorized the cancellation and you would place the club contacts name/your initials in the Auth By field.

Pending Cancellation With Nothing DueIf the member does not owe any additional payments, but is able to access the gym through a certain date, the account is placed on a pending cancellation. You will only need to fill in the cancel date field. Make sure you zero out any payments that are due prior to the cancellation date, but are not being collected. The computer will keep the account active without billing until that date. See the below example of the PCS by date:

Pending Cancellation with Cancellation Fees:On occasion, a member is responsible for paying a fee to cancel or buyout of the membership. If this is the case, put a “Y” in the cancellation fee blank. You will include the amount of the fee in the Fee amount field and the date the fee is due in the Fee Date field (same as last bill date). The cancellation fee will be inserted into the payment schedule. If the member states in the cancellation letter that authorization is not given to draft the cancellation fee, you will need to put an “N” in the Draft Canx Fee field. If the member does give authorization to draft the cancellation fee, then you will enter a “Y” in the Draft Canx Fee field and the member will be drafted for the cancel fee on the date you enter in the Fee Date field.

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If the cancellation fee has ALREADY posted to the payment schedule, you will NOT need to include the cancel fee in the pending cancel. If you enter the cancel fee in the pending cancel and we have already received the fee, the system will try to collect an additional fee before cancelling.

Reinstating a Pending CancellationIf a member decides to remain active after having submitted a request to cancel they are only able to remove the cancellation request while the account is still in pending cancel status.

If the cancel/freeze procedures allow the member to cancel with a phone request, then you are able to remove the pending cancellation with a phone request. From the F7 screen, enter Type S and Code RPC (SRPC) to reinstate the account from PCS:

If a written notice is required to process a pending cancellation, then a written notice is required to remove a pending cancel.

If the account is already cancelled, refer the member to the club to rejoin.

Immediate CancellationsIf we do not need to collect any additional payments AND the member does not need additional time to use the facility, you can go ahead and cancel the membership effective immediately. You must first determine the appropriate 3 character cancellation code using F9 from F7. Make sure you are using the correct cancel code. Read F4 notes/pop up boxes carefully for instructions regarding cancel codes. Then, from F7 enter Type S and the cancel code as the Code and press Enter twice.

Proc By: C=Club; M=MemberAuth By: If the club authorized the cancellation, type the name of the level 2 or 3 club contact in this field. Otherwise, enter your initials.

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Again, be sure to use the correct cancellation code!

Reinstating CancellationIf the account has been cancelled in our system, the member will need to go to the club and sign a new agreement. However, we are able to reinstate accounts that were cancelled in error. If you received permission from a supervisor or lead to reinstate an account that was cancelled in error, go into F7 and enter Type S Code RCA (SRCA) to reinstate the account from cancelled.

Verify if there is a past due balance on the account as billing will resume once the account is reinstated. IF the member is responsible for the past due balance, attempt to collect this payment. If the member is NOT responsible for the past due balance, seek assistance from a supervisor or lead to remove the invoices. This will involve a soft change (ZCHG).

Cancellation of Profit CentersIf a member is requesting to cancel a profit center (tanning, child care, sauna, etc.), normal cancellation procedures apply unless F4 notes/pop up box states otherwise. Advise the member to be VERY clear in their request to cancel that they ONLY want to cancel the additional profit center. However, keep in mind that some member’s sign install agreements for the additional profit center and may be bound by normal cancel procedures for these services. If the member states they should have additional profit centers free of charge, do the following:

If the club is not a CLI club, attempt to reach a level 2 or 3 club contact to confirm if the member should be charged for the additional profit center. If you are unable to reach a club contact refer the member to the club to discuss the additional profit center.

If the club is a CLI club, enter a CLI to verify if the member should be charged for the additional profit center.

Cancelled At ClubIf the member says they cancelled at the club and the club handles cancellations:

First, place a courtesy call to the club if it is not a CLI club to attempt to confirm the member’s cancellation with a Level 2 or 3 contact. If the club is able to verify the cancellation, proceed with the cancellation per their instruction. If the club has no record of their cancellation or no contacts are available, refer the member to the club as they handle their own cancellations.

If the club is a CLI club, enter a CLI to attempt to verify the cancellation completed at the club.

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Advise the member the account will be placed in research which could take 3-5 business days. Once the CLI is resolved, you will be responsible for following up with the member to discuss the results.

If a member says they cancelled at the club and ABC handles cancels: First, place a courtesy call to the club if it is not a CLI club to attempt to confirm

the member’s cancellation with a Level 2 or 3 contact. If the club is able to verify the cancellation, proceed with the cancellation per their instruction.

If the club is a CLI club, no club contacts are available or the club had no record of their cancellation ask the member if they have proof of cancellation. If they HAVE proof they will need to send that to ABC for research. See the club webpage for information on how the member can send in their proof of cancellation/request to cancel. If they DO NOT have proof of cancellation normal cancel procedures apply.

Cancellation of Presale AccountsPresale clubs are clubs that have not yet opened for business but are selling memberships for a later date when the club is open and operating. To determine cancel procedures for clubs is in Presale status or Active Presale status you will look to the web page for instructions. If there are no web procedures on file for the club email Karen Armstrong, Tiffany Moore, your supervisor and your lead to have the club contacted in regard to the cancel/freeze procedures:

Advise the member to submit their written request to ABC while we attempt to verify cancel procedures for their club. Offline will reach out to the club once you send the email advising there are no web procedures on file. If Offline is unable to obtain presale cancel/freeze procedures, the member’s mail will then be forwarded to the club for processing.

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3-Day CancellationsBy law, one is given three (3) business days to cancel a signed agreement in writing by certified mail without penalty. If a member calls and says they cancelled within 3 business days and the account is still active, call the club if the club is not a CLI club. If a level 2 or 3 club contact confirm the cancellation, cancel the account immediately using code S C3N. If the club cannot confirm the cancellation, no contacts are available or you are unable to call the club, the member must prove they sent a written request to the club within 3 business days after signing the agreement. This is done by providing a copy of the return receipt signed by the club confirming they received the certified letter. If a member would like to know how to cancel under the three day clause, never refer them back to the club. Always refer them to their agreement for the proper guidelines on how to cancel. Each club is different and may even offer a 7 or 10 day cancellation policy depending on the terms of the agreement.

13 th Month Option to Cancel Some clubs offer a 13 month option to cancel on 24 month agreements. Members need to send in a written notice between the 12th and 13th payment to cancel under this clause; however, also check f4, the agreement or the web page for any special clauses.

Mail Processing CodesAny time a member submits correspondence ABC’s Offline department via email, regular/certified mail, (or fax) the documents are noted in the member’s F7 notes. If the Offline department sends the member correspondence in response to their letter or email, this will also be noted in F7. The following F7 codes are used to notate incoming and outgoing correspondence with the member:

RLM (Received Letter from Member): All documents labeled RLM will be located in imaging.

RCL (Received Certified Letter): All documents labeled RCL will be located in imaging.

If the certified letter has not yet been processed on the account but the members shows that ABC signed for the letter, be sure to allow 3-5 days for processing once the letter is received. (DO NOT contact Jeff Haas if the member shows he signed

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for the letter. He simply works in the mail room and signs for the mail) If ABC signed for the letter more than 5 business days ago and the member has their certified letter receipt number, seek assistance from a supervisor or lead to track the package using the usps.com website.

REM (Received Email): Upon emailing ABC the member will receive an auto response once the email is received. The auto response states, “Please do not reply to this email. Thank you for contacting our Member Services Department. This e-mail confirms that your request was received. You will receive a confirmation e-mail in five to seven business days from one of our Member Services representatives once your request has been reviewed and processed. Should you have any questions, please contact our Member Services department at 1-888-827-9262.”

All emails will be located in SharePoint. You will access SharePoint using the following link: https://ipap.abcfinancial.net/default.aspx Search by agreement number in the Search This Site… field in the far right hand corner (Do not include the dash. Ex: Correct “013905674”; Incorrect “0139-05674” :

Locate the member by agreement number and click on the link to open their email:

Once you click the email in the hyperlink it will appear as follows. Ex:

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https://ipap.abcfinancial.net/default.aspx


EMB (Emailed Member Back): Once the mail is processed on the account using the REM code, EMB is used to document the response to the member’s request:

EFX (Received Efax): All documents labeled EFX will be located in imaging. Remember, we DO NOT recommend a member sending correspondence to ABC via fax. Even if it is listed on the cancel/freeze policy as acceptable, do not OFFER and provide the fax script if needed.

Chapter 6

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Soft Changes

Soft ChangesSoft changes are used to make various changes to an account. These changes are made using Shift F12/F24 from the member’s front screen, Contract Info side panel. Obtain approval from a supervisor or lead and in some cases a level 2/3 club contact before processing a soft change. However, some changes such as freezes MAY be allowed via phone per the club procedures.

1. F FRZ: Freeze $0/Alternate Rate

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• Allows gym access to be TEMPORARILY suspended according to the club freeze procedures

• Frozen from BILL DATE to BILL DATE; Check F8 or F10 for existing invoice date and total # of invoices to be frozen

• Freeze can be done at $0.00 or an alternate rate• Cannot be used on Cash accounts• Type F Code FRZ• Start Date: Freeze begin date (must be an existing bill date)• Payments: # of payments to be frozen• Dues: $0.00 or alternate rate• Zero Pmt Amount: Y if dues are $0.00; N if dues are alternate rate• Text: FFRZ (# Months) @ (Rate) (Effective bill date) (per __) Ex: FFRZ 3@5 EFF

030113/JOHN• Only the primary member/buyer can request to freeze the account. This will

freeze the ENTIRE account including any secondary members.

2. F DLT: Deletes An FFRZ Freeze

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• Reinstate on an existing BILL DATE• Type F Code DLT • Start Date: unfreeze date (must be an existing bill date)• Text: FDLT (Effective bill date) (per __) Ex: FDLT EFF 030113/JOHN

3. F FTA: Freeze Time Only

• Allows gym access to be temporarily suspended according to the clubs freeze procedures.

• Frozen from BILL DATE to BILL DATE; Check F8 or F10 for existing invoice date and total # of invoices to be frozen. Cash accounts do not have bill dates and can be frozen for any time frame

• Freeze is for TIME ONLY; For Install accounts payments are still due while frozen. Cash accounts do not have payments so only time is frozen.

• The frozen time is added to the end of the agreement.

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• Cannot be used for Open End accounts (No end date to add on free time)• Type F Code FTA • Start Date: Freeze begin date (must be an existing bill date for install

accounts)• End Date: Freeze end date (must be an existing bill date for install accounts)• Text: FFTA (# Months) (Effective bill date) (per __) Ex: FFTA EFF 030113/JOHN• Only the primary member/buyer can request to freeze the account. This will

freeze the ENTIRE account including any secondary members.

4. F FTD: Deletes an FFTA Freeze

• Reinstate on an existing frozen BILL DATE• Type F Code FTD • Start Date: unfreeze date (must be an existing bill date for install accounts)• Text: FFTD (Effective bill date) (per __) Ex: FFTD EFF 030113/JOHN

5. X EXT: Extend Expire Date:

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• Allows the expiration date to be extended.• Expire and renewal date should be the same• Type X Code EXT • Expire Date: New expiration date• Renewal Date: New renewal date• Apply to additional schedules: Leave blank• Text: XEXT (New expiration date) (per __) Ex: XEXT 081515/JOHN

6. X DAR: Delete Auto Renew

• Allows the automatic renewal to be removed.• Type X Code DAR• Leave all fields in the renewal section blank• Text: XDAR (per __) Ex: XDAR/JOHN

7. X RNW: Add or Change Renewal Info

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• Allows the automatic renewal to be added or changed.• Type X Code RNW • Fill in all fields in the Renewal Info section • Text: XRNW (Effective Date) (Renewal date) (per __) Ex: XRNW EFF

081515/JOHN

8. Z CHG: Changes A Specific # Of Payments

• Allows changes to a SPECIFIC number of invoices• NOT to be used to change ALL payments• Type Z Code CHG • Start Date: Begin date of rate change (must be an existing bill date)• Profit Center: Enter exactly as it appears in F10 OR press F4 from this field to

get a list of all club profit centers. Page down to select correct option. • Payments: Total number of invoices to be changed• Dues: Adjusted rate (NOT the current rate)• Inactive Sched: Leave as is

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• Zero Pmt Amount: Y if dues are $0.00; N if dues are alternate rate• Text: ZCHG (# Months) @ (Rate) (Effective bill date) (per __) Ex: ZCHG 3@0 EFF

030113/JOHN

9. C CPA: Changes Payment Amount: Allows Changes To All Invoices

• Allows changes to ALL invoices• Type C Code CPA • Start Date: Begin date of rate change (must be an existing bill date)• Tier Code: Leave Blank• Profit Center: Enter exactly as it appears in F10 • PayBookAmt: New coupon rate (NOT the current rate)• Draft Amt: New draft rate (NOT the current rate)• RNW PayBookAmt: New renewal coupon rate (Not the current rate)• RNW Draft Amt: New renewal coupon rate (Not the current rate)• Rnw CASH Amt: Leave Blank• Text: CCPA (Effective bill date) (per __) Ex: CCPA EFF 030113/JOHN

10. P PUT: Insert Invoice

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• Allows you to insert additional invoice(s)• Type P Code PPUT• Start Date: Due date of first invoice• Freq: M (monthly)is the most common. • # Payments: Total invoices to be entered• Invoice Amt: Rate of invoice• Profit Center: Name of the profit center being inserted OR press F4 from this

field to get a list of all club profit centers. Page down to select correct option. • Recurring: N for non-recurring; Y for recurring• Text: PPUT (# Months) @ (Rate) (Effective bill date) (per __) Ex: PPUT 3TAN@5

EFF 030113/JOHN

11. M DDY: Change Due Date

• Allows you to permanently change the due date

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• X EXT to push out the expiration date if new due date causes invoices to exceed existing expiration date

• Type M Code DDY• Start Date: CURRENT due date• Date: NEW due date• Payment Type: Name of profit center being changed• Text: MDDY (Effective bill date) (per __) Ex: MDDY EFF 030113/F4

12. S SHF: Shuffle Down Payments

• Allows entire payment schedule to be moved down. Ex: First due date was entered as 030113, but 050113 should have been first due date.

• Type S Code SHF• Start Date: Invoice date to be moved• Payments: # of invoices the payment should be moved• Text: SSHF (# Months) (Effective bill date) (per __) Ex: SSHF EFF 030113/JOHN

13. Attention Change on Account: ASP (Done from F7)

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When the changes to can account cannot be made using a soft change you will process an ASP from F7 using Code ASP. ABC’s Offline department will process the change for you. You will seek supervisor/lead assistance before submitting an ASP. Ex: Changing account from Open End to Install.

Summary of soft changes: F FRZ: Freeze $0/Alternate Rate F DLT: Deletes An FFRZ Freeze F FTA: Freeze Time Only F FTD: Deletes an FFTA Freeze X EXT: Extend Expire Date: X DAR: Delete Auto Renew X RNW: Add or Change Renewal Info Z CHG: Changes A Specific # Of Payments C CPA: Changes Payment Amount: Allows Changes To All Invoices P PUT: Insert Invoice M DDY: Change Due Date S SHF: Shuffle Down Payments Attention Change on Account: ASP

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