Day 2

Set Up & Explore 

 Team Dynamix

Team Dynamix is a system used to track student tickets, it is also used by students to submit payment plan requests and it is where the knowledge base is located (as well as other frequently used links). Tennessa Buttars has requested access for new collection students to get into Team Dynamix. Once this is completed, you may log in via the link provided.

- td.byui.edu

 CRM

CRM only holds information for students or are (or have ever been) past due. Records of collection calls, emails and letters are kept here. This is where payment plans are created, and accounts are paused. This is also where writeoff summaries and hold files may be identified. Tennessa will add you to CRM using your name and I-number. You may then login using the link provided.

- byui-as.crm.dynamics.com/apps/collections

 Feith

Feith is a tool for storing documents and files electronically. All collect letters are stored in Feith and will need to be indexed and seconded by the students of the collection team. Tennessa has requested your access via Blake Grover to have you set up on Feith. This system is a separate application that will need to be installed on your computer. you may check if it is on your computer by searching FDD in your apps.

 iSeries

iSeries is the system used to view student accounts. This shows all accounting history on the AR side of a student acocunt. Tennessa has requested a new account to be created in iSeries with the IT department. You will receive a phone call from IT with your login information. iSeries is online for student employees through VDI.

For more information on Iseries click Here.

 Cisco

This is the system we use to manage our phones. Username...UCCXCollection (1,2,3,4 workstation). Password... Callcenter16. Station...(Student’s work station extension)

-  https://eos.byui.edu:8445/desktop

or

-https://helios.byui.edu:8445/desktop/container/?locale=en_US

 iDrive

This is a shared file throughout the entire accounting office. You will be given access to the student collections folder and will be expected create a folder for yourself to save any documents you use.

- Click on the “Search" icon on the left bottom corner of computer.

- Then click on “computer”.

- Folder: \\idrive\accounting\collections - student folder

 Transact

This is the system that processes payments for the university. You may use it to process emulated payments for over-the-phone payers or to view R-codes on flagged acounts, with locked Echeck options. Access to Tansact will be provided by Justin Egbert. The link to login is provided below.

- commerce.cashnet.com/byuicashier

 Outlook

You will need to gain access to the collections email account so you may respond to incoming emails. Instructions are included below.

- Click on the Outlook Application (on your desktop)

- Click on: File

- Click on: + Add Account

- Next to E-mail address type: collections@byui.edu then click on “next”.

- Now remove “collections” (leave- @byui.edu) and type in your NetID, (example: kbees22@byuyi.edu), and type in your log-in Password.  You should now have the collections@byui.edu on your Outlook.

Microsoft Teams

We use Teams to communicate between everyone in the office. This is also where you will find important updates and announcements. 

-Set up Microsoft Teams. Log into your student portal and click the “Email” button. Next, click on the waffle icon in the top left-hand corner. Choose “Teams”. Ask Tennessa to add you to the team.

If time permits, after setting up all your accounts you can now listen into the other student's calls and follow along on your own computer. 

Payment Plan 

When someone calls in wanting to set up a payment plan explain the following:

• The monthly payment bust be at least 10% of the current charges on their account.
• Their first payment is due within 30 days of when the plan is established.
• Payments must be made manually within each calendar month. There is NO autodraft.
• Service charges will still accrue each month the total is not paid in full
• They can pay more than the 10% minimum. Over-payments do not roll over to the next month. The agreed minimum must be paid within each calendar month.
• If a student misses a payment the collections process will resume. The Payment Plan results in a pause in the process, not a reset.
• Payments lower than the agreed upon minimum are considered missed payments. The collections process will resume as though no payment was made.

In CRM

1. Create a task detailing the terms of the plan. Include agreed upon minimum payment and date of first payment.
2. On the summary tab, pause the account until the second day of the month following the date of the first payment.
   • Example: If the date of first payment is April 21st, pause the account until May 2nd.
3. On the Collection Emails and Letters tab, input the 10% minimum payment into the "Promised Minimum Payment Per Period" field.

Send the student the Approved Payment Plan email

• In the iDrive there is an "Email Drafts"  word document with email templates (Click here access the steps to get to it.). Update the account specific information and send an email to the student.

I-Series

• Leave a note in I-Series that you set up a payment plan. 

TD Payment Plans

If someone sends a payment plan through TeamDynamix(TD)

Confirm if their payment plan request meets the requirements from above or not. 

Click the "Update" button toward the bottom of the screen. 

Change the New Status to "Closed"

There will be a drop down bar labeled "Templates"

• Under that will be all the email draft responses for payment plans. 
• Update any account specific information.

Under "Notify" change it to the (Requestor)

Then scroll to the bottom and mark if the payment plan was "approved" or "denied". 

After that click "save" in the top left and follow the same steps for CRM and Iseries from above.