angellou.gregorio@concentrix.com zim regular flex bumper mounted transponder (miss a toll invoice) > contact us to nominate their vehicle to HOV mode > free of charge upper part of i-95 395 is extension of i-95 close to washington DC seminary ramp- ezpazz flex is required 24/7 if not exit the ramp (going NORTH BOUND) eads street- dropped the passenger . THEN RE ENTER VIA EADS STREET RAMP. 10 mins to be free of charge Reference ID: FA0041518 New Locker #: CNX-T14-328 Level: A Floor: 14F Status: Approved 10/14/24 lessons CBO TOOL TRAINING ENVIRONMENT LOG IN: cbo-agent-3@nxbos.com Welcome123! https://nbos-operations.okta.com/login/login.htm?fromURI=%2Foauth2%2Fv1%2Fauthorize%2Fredirect%3Fokta_key%3DnM3uffXbgiYf1dg3wF4UeGdfaZ7rw8Uk933S6kEddWQ INTRODUCTION TO THE SYSTEM - VIOLATIONS AND NON TRANSPONDERS BASED -TOLL PAYMENT -ADJUSTMENTS -ACC IN COLLECTION -ACC IN COURT -LAY OUT AND NAVIGATION OF COMMERCIAL BACK OFFICE( CBO ) - SEARCHING CAPABLITIES OF CBO CBO ACCS: for toll invoice > VIOLATION ACC: CREATED AUTO BY CBO TRACKS VIOLATION THROUGH AGING AND PAYMENTS -posting toll invoices -usually rejected by ez pass agencies -see all the toll violation of cx >HOTLANE ACC: -created by user by website or cbo agent - HOV nominations/ with BUMPER transponder. HOW TO DO HOV NOMINATION: usually ill take effect after 30 mins of nomination until 7 days so they can use express lanes without getting charged. >STAKEHOLDER ACC: - created manually by cx -used to tracked commu wt stakeholders -created if there's no existing acc for cx. >OUI- ONE USER INTERFACE used to poSt tolls sent to E-Z pass agencies - tool show all the charge to their e-z pass ( states) !!!!! VERIFICATION !!!! -PLATE # -ACCOUNT # -NAME -PRIMARY TPR ( TRANSPONDER NUMBER PELASE) -TRIP # -INVOICE # -EMAIL & PHONE # TRIP # IS AT THE TOP CORNER AND BACK OF THE INVOICE UFF1644 00308545 -TPD ADD THE STATES THEN ADD 65 IN FRONT ============= IN OUI TRIP CHARGE AND TRANSPONDER # 1.LOG IN TO OUI 2.GLOBAL SEARCH 3.TRANSPONDER # CLICK THE BOX AND SELECT ALL , choose designated date license plate # OR tpd # WHEN ARE WE GOING TO CREATE AN ACC: violation acc- affidvit rcvd stating registered owner is not the driver of vehichle stakeholder acc- track commu W/ VARIOUS STAKEHOLDERS (MEDIA) if we need to document and notate the discussion hotlanes acc- new user of bumper tpd // hov nomination needs to put address. but if going to create bcs of documention just skipped the address. READY FOR INVOICE- toll invoice will be sent to cx first digits 495=495 95= 95 ff by numbers 395=955 then numbers reason for the cx invoice: > invalid status > 0 balance refer to cx ez pass agency LICENSE PLATE/ ACCT # PULL UP ACC VERIFIED IT CONFIRM ( LP AND TPD or ADDITIONAL #) SEEK ASSISTANCE TO SUPPORT VIA CHAT (QUICK CONNECT) CREDIT CARD DETAILS/ PROFANITY / HOW TO CREATE A TICKET: TICKET BUTTON- CREATE A TICKET BUTTON- FILL UP SCANNED DOX : ALL EMAILS 8 STAGES : TOLL VIOLATIONS: 1) V TOLL ( EZ-PASS CHARGE) 2) MISSED A TOLL $1.50 + TOLL FEE (5 DAYS WITHIN WEBSITE) TRIP WILL REFLECT 24-48 HRS AFTER THE TRIP 3) FIRST INVOICE ( $12.50 ADMIN FEE + TOLL FEE WITHIN DUE DATE ) 4) SECOND OR FINAL INVOICE ($25 ADMIN FEE PER TRIP) 5) COLLECTIONS - NCC (NATIONWIDE CREDIT CORPORTATION $100 PER TRIP) 6) COURT SUMMONS - $100 + COURT FEE, CIVIL FEE, TOLL FEE THEY HAVE AN OPTION to go to DISCOUNTED PCS 7) DISCOUNTED PRE- COURT SETTLEMENT (CONTACT US FOR PAYMENT TO US for PRE COURT SETTLEMENT 1 DAY) if they pay: ITS A MUST TO TELL THAT no need to attend the trial! 8) DISCOUNTED PRE TRIAL SETTLEMENT attend in court -ADVISE THE CALLER 30 MINS B4 COURT TIME so TEAM LITIGATION can help them further. ftf- ez pass cx bulk actions- non ezpass if cx ask for it. CONGESTION tripdate and time road seek for support to verify the congestion. If you can hear me kindly give us a call back so we can assist you with your querie. Our number is 1-855-495-9777 open Mondays-Fridays. Thank you for contacting expresslanes. Have a safe travel. court website: GENERAL DISTRICT COURT ONLINE CASE INFORMATION SYSTEM https://eapps.courts.state.va.us/gdcourts/landing.do?landing=landing NCC : NATIONWIDE CREDIT COLLECTION https://nccarm.com/ OKTA : https://idp.transurban.com/app/UserHome?session_hint=AUTHENTICATED EXPRESSLANES: https://expresslanes.com/contact-us cx called leasing under the oweing balance during the trip in question. VIOLATIONS: 10/15/24 CBO 4:36 stopped 2:40 stopped COMMERCIAL BACK OFFICE- VIOLATIONS: TOLL VIOLATIONS OCCUR WHEN DRIVERS NOT PAY THE TOLL / SOMETHING WRONG WT TPD DURING THE TRIP TYPES OF VIOLATIONS: HOV Violations- Didn't meet the requirements (3 person) sue by TROOPERS settle directly wt court TOLL Violations- tpd didnt detected or w/o e-z pass and travel in lanes. Unathorize Vehicle Violation- the only accepted axles in car is only 2. if not 2, they are not allowed to travel within the lane. Reckless driving Violations- speeding that cause damage to a private property of expresss lanes. FINE if they did reckless driving. Flat tire- file a damage claim BUT should be handled by insurance. HOW TOLL VIOLATIONS GENERATED > DMV ( division of Motor vehicles) to determine the name and address of registered owner. TPD not valid/issue - didnt detect sedning out the LP # to dnv, name and address of the registered owner, once rcvd SYSTEM WILL LOOK UP FOR EXISTING ACC. IF NOT, SYSTEM WILL CREATE ACC // OR ADD ON OLD ACC we found out, system will create an invoice to sent to cx requesting for settlement. automattically admin fee+ toll fee TOLL VIOLATION ENFRORCEMENT: V TOLL- EZ PASS CHARGE ( DEDUCT ) WITHIN 5 DAYS OF TRIP (trip already happened) MISSED TOLL - $1.50 + TOLL FEE WITHIN 5 DAYS FIRST INVOICE - $12.50 + toll fee UP TO DUE DATE 2ND INVOICE- $25 PER TRIP ( ready for court) 11 trips- write off remaining less than 11 trips, collect$100+toll fee. COLLECTIONS - $100 PER TRIP COURT SUMMONS - $100 + COURT FEES AND CIVIL PENALTIES DISCOUNTED PRE- COURT SETTLEMENT- DISCOUNTED - cx needs to contact us for the discounted price. DISCOUNTED PRE TRIAL SETTLEMENT- CX HAVE OPPORTUNITY FOR DISCOUNTED SETTLEMENT EVEN MINUTES BEFORE BEFORE TRIAL. contact us to seek help from LITIGATION TEAM OFFER MAT : enroll email address, system we will be sending email notif prior sending an invoice. reason of submission of MAT: travel recently and the trip is not reflecting on the system: file a MAT: DETAILS NEEDED : email : plate # : state registration: when was the trip happen: DATE // TIME : email and mentioned to pay a missed a toll : go to acc > number > check if theres a missed a toll . =========== click settlement button> confirm the payable> click next> click the credit card # > PAUSE THE RECORDING > submit > verification code will pop up as a reference. EDITING OR DELETING A MAT : pencil or trash icon CX CAN CREATE MAT VIA WEBSITE : https://expresslanes.com/pay UNPAID TOLL INVOICES top right of the toll - trip # - acc # - invoice # - LPN of vehicle w/ vio - invoice issue date - due date -toll amnt: - invoice total - admin fee -the bottom of the page provides the payment opt 10 trips - 1 trip only on the top right waived- removed the trip total of trips - UNDER VIOLATIONS view how many trips inside the invoice - 1 by 1 cx claim they didnt own the vehicle APOLOGIZE THEN WRITE OFF. . but the image and LP are the same, advice them to request a document fr DMV ADJACENT TRIPS - if the 2 trips are connecting from different lane but the charge for ADMIN FEE is ONE ONLY!!! you can see Adjacent # tpdr- status of the tpdr during trip tpdr status - of current class type: TYPICAL and MEDIUM AFFIDAVIT OF NON LIABILITY- send the invoice to another person - sold or tranfered the vehicle. - Stolen vehicle ( POLICE REPORT) -Rented or leased -Registered owner not driving EXPRESSLANES.COM MAKE A PAYMENT RECEIVE AN INVOICE input lp# and state then click NEXT> CLICK THEN DOWNLOAD AFFIDAVIT DOCUMENT , NOTARIZE THE LINK THEN SEND VIA EMAIL customercare@expresslanes.com request the email team to send on cx email 3 BUSINESS DAYS FORGET TO SWTICH TO HOV MODE SO THEY GET CHARGED FAIR TRAVEL IN HOV MODE WITHOUT 3 OCCUPANCY IN VEHICLE HOV they forgot to switch but 3 ppl on the vehicle. Fair travel, switch on HOV mode but there are less ppl in the vehicle HEIRARCHY: IN COURT - we are offeering you $900 all the trips in account will be waived and all the reamining trips with the account will be removed. JUST TO SET EXPECTATIONS 10/16 call handling process abc123 Appreciate that cess, Just to be on the same page, your LPN is ABC123 is that correct? Great! I am now pulling up the account here in my end, May I please know your last name and the address as shown on the invoice you received? May I please have your email address and number for future reference pls? for future reference Thank you for verifying the account! Is the email address cesmaria@gmail.com and number is 1234567 are still active? Got it! And also, Would you like us to enroll you to our future missed a toll notification program? In case in the future you travel, we will notify you via email for your trip prior to sending you an invoice. How may I assist/help you today? It will be my pleasure to assist you with ______ I understand your concerns regarding ________. It will be my pleasure to assist you with ________. 65101- va 010- out f state GPS: > MAPS // UNAWARE explain. SIGNAGE: WAIVE & REDUCE WAIVE- has EZ PASS REDUCE- NON EZ PASS ( OFFERING $11 , SO THE FINAL INVOICE WILL FEFLECT LIKE ITS A 1ST INVOICE. V-TOLL : BALANCE WILL BE CHARGE DIRECTLY TO EZPASS ACC REASON WHY UNABLE : UNABLE TO SEE THE LPN LINKED IN EZPASS, OR CHECK THE STATUS OF TPDR NOW IS NOT VALID INSUFFICIENT FUNDS ARE UNABLE TO TRANSFER ON THEIR ACC. CAN TRANSFER TRIP TO CX ACC ON VIRGINIA EZ PASS ACC HOLDER ONLY TELL CX, UNABLE TO TRANSFER TRIP EXPRESS LANES AND EZ PASS ARE TWO DIFFERENT ENTITIES. DO NOT REMOVE ADMIN FEE JUST PUT ALL THE BALANCES BCS IT WILL AUTOMATICALLY REMOVED. UNABLE TO DO V-TOLL : OUTSIDE 90 DAY DUE DATE: as a one time courtesy, however the admin fee is apply to all invoices and unable to pay online: $0.50 deduction ( reduce admin fee) NIXIE: ACC HAS FLAG, ADDRESS NOT CORRECT THATS WHY DMV RETURNED IT TO US. un-deliverable. THERES A FLAG IN ACCOUNT PURPLE- UNDER COLLECTION AGENCY REFER TO REACH COLLECTION AGENCY 6/17 shft Rental Vehicle RENTAL - HAVE EZPASS ACC no trpd - lpn linked to the ez pass twice the price trip has been charged to e-zpass - cant be pay by cx bill in in invoice we can refund theres still charge advise to always check the rental company. BUS REGISTRATION: they wont be charge hybrid- clean plate // electronic vehichle before free to use express lanes, now ezpass is required ready for court status wt 20 trips then need to pay up to 11 trips onlythen others will be waived if less than 11 trips, then we will need to collect $100 per trip FTF hov 1-2 trips- waived all the trips 3 ppl HOV hov more than 2 trips- waived the 2 trips and remaing trip, remove admin fee and pay for toll fee. hov travel : ensure that theres no HELD status. final invoice: 290 723 348 696 KadLNz elma- risk and compliance aware of integrity with exemplary risk and compliance identify fraud impacts of frauds prohibited items fr production fraud- intent to gain prohibited acts under the code involving legal or equitable duty adantage of tkae another dishonest trick ppl and gain from it ============== 1. reduced impacts // pull out buisness financial penalties // reputation // loose faith in co workers ========== identification - red flags history of debts covering up inneficiency -report variation -employee behavior =========== call monitoring spotchecks Audits ========= increase the quality of work ================= trust of clients prevent revenue loss alertus@cnx.com cash for tips @ cnx .com dont's writing materials camera storage devices phones apple watch lighters hygine kits beverages foods common enemy - hide and multiply secrets and destroy our work. ANSWERS Angel Lou Gregorio 10/17/24 1. A - True 2. www.expresslanes.com 3. B- Dynamic pricing 4. Troopers 5. E- Summons ID 6. First invoice-$12.50 admin fee + the Toll Final invoice - $25.00 admin fee per trip When in collections- $100 7. Adjacent trips- 2 trips are connecting from different lane but the charge for admin fee is only one. 8. A 9. >Global Search>Click Select all>Relative Date>Dates are Auto>Transponder >Number>License Plate Number>Click Search 10. go to www.expresslanes.com click " contact us " then scroll down and fill up the details then click get in touch. b. in the CBO find the account after that scroll down after that you will see the violations and then click that you will see one of the violations and you may expand that, and you will see the trip id if you click that it will direct you to OUI and you will see the content of the dispute there. C. in the CBO find the account after that scroll down after that you will see the violations and then click that you will see one of the violations and you may expand that, and you will see the trip id if you click that it will direct you to OUI and you will see the content of the dispute there. 11.The 95 Express Lanes have multiple pricing zones and decision points for drivers. Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue on the Express Lanes or return to the regular lanes 12. Because LPN is unique and no one can have the same LPN. 13. A. 1522924 B..John Smoe C.$22.95 D. UJX8293 E. NONE F. YES. 6501005087494 14. A. ready for toll invoice B. 1522919 I. From Interstate 395-95-495 ( NB 495 TP Before Braddock (TP2NB) II. Lee Highway US 29 (B 495 TP Past Route 50 (TP4NB) III. Balance : $15.45 Admin fee: $12.50 C. 6501005007849 D. From CBO > click the Invoice number > then it will route you to the Vilotation detail page > then click TRIP ID then it will re-route you to OUI tool, then from there you will see the Transponder status also the reason of the invoice. 15.1. In collection 2. NONE 3. No last call because theres none in notes 4. Violation page in CBO or go to the account and then click the violation then expand one of the violations and you will see the image of the vehicle that made the trip. 16. Track communication with various stakeholders and also created if there's no existing account for customer. 17. 3 18. MAT - a trip that already happened. FMAT- upcoming trip that customer will make in the future. A. Missed a Toll option>plus sign>Email>Plate Jurisdiction>Plate Number> Start time (the time they travelled, enter a start of 12 AM)>End time (end with the time the customer called until 11:59 PM) B. Missed a Toll option>plus sign>Email>Plate Jurisdiction>Plate Number> Start time (the time they travelled, enter a start of 12 AM)>End time (end with the time the customer called until 11:59 PM) but the end date is December 2059. https://ui-stg-1.cbo.gwa.tu.nxbos-preview.net/#/account-search cbo-agent-3@nxbos.com Welcome123! look for tpdr > where to see the reason of invoice : open cbo > violation > trip id > route to oui> 495 - 95 - 395 10/18/24 ADJUSTMENT : FIRST TIME FORGIVENESS : cx will ask for deductions or admin fees : FTF will remove all the admin fees at the top of toll fee for E-Z pass customers. only VA pass only can be waived the admin fee BULK ACTIONS- reduce only // reduction NON E-Z pass agent - $200 above $200 - approval for support. in reducing the admin fee dont offer it proactive, do a pushback first ( explain admin fee) but if cx still insist give it. NON EZ PASS $12.50 -> $1.50 $25.00 -> $12.50 conjestions- ASK FOR LANE, DATE AND TIME IF CONGESTION CONFIRM, WAIVED THE TOLL INVOICE IF DEDUCTION IS FROM E-Z PASS , REVERSE THE CHARGE. PUSH BACK 142 IS NOW READY FOR COURT TRIPS ( FOR LESS THAN 5 PLATE NUMBER IN ACCOUNT ) 11 TRIPS WILL BE WAIVED BUT IF LOW 11 TRIPS NEED TO PAY $100 PER TRIP EXEMPTION : DONT WAIVE 5 AND ABOVE PLATE NUMBER REMOVE ADMIN FEE UNDER FTFP CSR NOTE THE CALLERS NOTE DONT SAY EVERY 12 MONS SEND DOCUMENTS IN EMAIL> AFTER SENDING EMAIL TEAM WILL HANDLE > ADMIN FEE ONLY . IF TRP IS COLLECTION> SEND TO COLLECTION IF TRIP IS EZPASS > SEND A JOB ORDER > warning message will pop up if agent is going to create an FTF. NEAR 12 MONTH 1-2 TRIPS ESCALATED CALLS !! CRA ACCOUNT !! TOLL INVOICE WILL BE TRANSFER TO EZ PASS ACCOUNT STATUS IS VALID : NOW TRANSFER TRIPS TO VA EZPASS ACC ONLY TRANSFER UP TO 5 TRIPS per account oos acc holder - UNABLE TO TRANSFER THE TRIPS ON THE ACC BCS WERE TWO DIFFERENT ENTITIES. 90 DAYS AFTER THE TRIP CLOCK IN 10 PM clock on : 10:47 PM 10/22/24 CLOCK ON 10 PM TONE , Branding , CHAT and EMAIL ETTIQUETTE: TONE: expressing attitude trhough words and details. Styles or amnner of writing. OBJECTIVE: Avoids personal opinions, beliefs, or biases. SUBJECTIVE: details via exp, thoughts or opinion. word choice and punctuation: use simple word VA, DC AND MD COMMUNICATION STYLES: >> Verbal communication- -convey msg verbally. " get to tghe point" -language style - modesty RAISED VOLUME- SILENCE- weather and sports jobs, ppl they know past exp not politics or religions. VA(virginia) DMV-d.c , ma and va va- ou sounds like O d.c - r long " A" ma- eh-ew or or slugs- passenger w/o cars slug lines- drivers who dont have enough passsenger to legally use the carpool provide information- dont overthink PUNCTUATION and CAPITALIZATION period - full stop comma- separate words esp. after year & date semi-colon ; - separate two caluses colon: list of ideas apostrophe - show possesion 1st letter must be capitalized CALL HANDLING 101 -opening -verification -acknowledge the call -present resolution -gain cx agreement -closing 1. OPENING: energetic, confident and engaging 2. VERIFICATION: License plate Fullname on the acct Address (future reference: number and email) 3. ACKNOWLEDGING THE CALL: identify the reason, paraphrase, emphatize(if needed), asssurance statements 4. PRESENTING THE SOLUTIONS: Recommend an approproate solution to a cx based on the concern. Use all available resources. 5. GAIN CX RESOLUTION: gain cx accceptance/permission fr solution provided. offer to proceed to the nest step intended 6. Closing the call: Provice info number cx ref summarize set clear expectations end call in genuine and confident manner HOLD PROCEDURE: I-NFORM E-STIMATE A-SK T-HANK "May I please place this call on hold for 1 to 2 mins while reviewing the account?" Thank you for calling the Express Lanes, this is Angel.. May I have your name please? can I also have the plate number that we are working to? And lastly, your full address please? No worries, as I can definitely check the the outstanding travel and amount here on my end. "May I please place this call on hold for 1 to 2 mins while reviewing the account?" I appreciate you for waiting, upn checking here you have an outstanding balance that was $29.50 that was made last Oct,9 2024 , would you like to process it now? Great! so for the payment, I will be needing your card number, followed by the expiration date and lastly your CVV or security code. Good news as, we have successfully paid the recent travel and here's the reference number 301-598-771. Just a quick recap, we paid the $29.50 on your account and rest assured that you have no pending balances. As for the future travel, make sure that your EZ pass has a sufficient balance and it's placed on the right mountain. Do you have any concerns for today that I can help you with? Awesome! "Thank you for calling Express Lanes. Safe travel! have a good day and bye for now. ================ sure i can definitely assist you with the collection you have received, may I please have the acc number? can you pls verify the name and adress that you have rcvd on the mail? Great, for future reference , do u mind giving your email and contact information? >>> As per checking here may I ask, is this email and number are still active? >>> Upon checking here, the transponder didn't detect during the trip question, Good thing as I can see here in Our records show that invoices were mailed to you on First invoice was 6/28/24 and Final invoice was 7/2/24 . They were sent to address you have on file with the Department Modern Vehicle. When the payment deadline passed, the invoice was forwarded on to Collections. It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team do you have a paper and pen ready? 571- 427-4947 or 866-883-4391 As much as I want to help you wt the payment, The trip is already handled by the collection. Nothing to worry as I can definitely give their number with you, Do you have a paper and pen ready with you? That's a good question, but please be advise that with the process of paying or concerns with disputing , you can definitely process it with the Collections department since we are different entities. Are we cool with that? As much as I wanted to, but for security purposes, and for your personal property's safety, Full Name: Angel Lou Gregorio Job Title: CNX - Call Center Windows Login Name: agregorio@transurban.com One-time password: +-HIlyi1rdLc3T,$ NEWPASS: Yshipot01262021! good : verifying the acc details since the caller's name is not the account holder. - future reference -fmat opportunities : acknowledgement did not ask the concern after the verification jargon // paroting invoice have ezpass angellou.gregorio@concentrix.com hIAg8cMMrD3Y0oK 10/21 PAYMENT - COLLECTION : payment options: settle bill through : -website www.expresslanes.com -Phone via IVR or agent contact # : 1-855-495-9777 (enter acc number) ( click number 5 to live agent) MAIL : > cheque payments should be sent to JP Morgan Chase Bank, N.A P.O Box 28148 New York NY 10087-8148 10-14 Business days. > via website trip number or account number card name,email,card number,expiration,cvv,zip code then click paynow $.50 cents (WEB DISCOUNT) > paypal : email or phone number only then click next to proceed DISPUTE A TRIP > name another driver > routed to dl a affidavit // go down to web dispute. input details> tell us why diputing the trip > email team > 3 business days to respond to cx cx told that they didnt own the vehicle. check the image > write off. (system issue) payment to MAIL system: C/O JP Morgan Chase Bank, N.A P.O Box 28148 New York NY 10087-8148 > we will know where to apply the payment: NOTE request for offline team to be sent to cx email : include the amount paid and the verification code in notes ( 3 business days ) visa- 4 ( 3 digits at the back ) mstrcard-5 ( 3 digits at the back ) discover - 6 ( 3 digits at the back ) amex- 3 ( 4 digits in front of the card ) hit submit ( it will load , before the payment went through, so provide the future education ) UNAPPLIED PAYMENT: CREDIT TOTAL : usually credit card// reamaining balance on the acc. ( can be used for future trips ) check 10-14 business days ( check to check ) excess and cx pay the trip but the status is "collection" so it will reflect to their credit total. COLLECTION & READY FOR COURT stage TRIPS : progression timeline : Toll notice 1 > Final Notice > Debt collections will try to collect with in 6 months > then court will return it to us and tagged as 142-14 ready for court > court (on hold in DMV not able to reg their plate) thru our email then if proven , all trips will be waived. toll notice 1 > final notice > debt collections > 6 mons > ready for court > court . 2 reasons Why Trips Progress to Collections > Final toll invoice remains unpaid( sample: final invoice then the check bounce we will be sending the trip to collections) >nixie ( trip will aut collections ) WRONG ADDRESS // UNDERIVERABLE COLLECTION PROCESSS : > NCC does skip trace when they rcvd acc info > 3 collections notices during 6 months > Outbound call attemps Nixies : Admin fee of $25 per trip + tolls >NCC website : https://nccarm.com/ Affidavits - Non liabities for NCC. -sold or transferred vehicle - stolen vehicle - rented or leased - registered owner not driving TRIPS RETURNED FROM COLLECTIONS : > BANKRUPTCY, DECEASED, INCARCERATED. bankruptcy report, death cert , Jailed documents will be sent thru our email then if proven , all trips will be waived. Where to send the documents: - if the status is " Collection " > send to collection - " Toll notice send the documents to us " what if trips dont get paid in collections? > return to expresslanes 2 criteria. 1. Must have at least 2 trips in collections. (after collections to court, court is reviewing 2 trips) 2.Must have traveled in vehicle with VA,MD and DC license plate. ( LPN registered and for approximity of office) because we need to serve the summons PERSONALLY to the account holder. >> trips will auto returned to Expresslanes and subject for review to be sent to court Are considered to be "ready for court" color coding : PURPLE - COLLECTIONS RED - COURT #252171 ==================== 10/22/24 COURT ENFORCEMENT //TWO jurisdictions: FAIRFAX COUNTY : 495 , LANES TRIPS EVERY WEDNESDAY EITHER OR COUNTY - 95 EXPRESS LANES EVRY THURSDAY // 395 LANES PRINCE WILLIAM COUNTY - EVRY THURSDAY SEEK ASSISTANCE TO SUPPORT TO SEE WHERE COUNTY. > cx called in, unable to search a trip. >give the LPN to support and check to spreadsheet >once located, they will email agent the complete details of the trip. if no acc pulled out, then create a STAKEHOLDER account. !! NO VALIDATION JUST CONFIRMATION from details provided by support since no acc exist !! ( SUMMONS ID TO LOCATE FOR THE SPREADSHEET ) BUSINESS RULES : > trips that are combined w/ a trip o the other portion Express lanes ( adjacent ) will not have an admin fee and will not be sent to court. ADJACENT TRIPS that has no admin fee will not be sent to court > EZPASS : violations only be sent to court not more than a year fr the date travel. > NON EZ PASS: violations can be still sent to court even if its more than a year. > LPN should be registered in VA,MD,DC. > maximum of 5 trips only ( 5 violations at a time ) > not applicable to leasing company acc. - to check the LPN under leasing just FILTER for ex: cx make a payment to PCS we are waving all the trips for solo acc, but if it's under leasing, specific LPN acc only will be write off because it has different drivers. ( FILTER THE SPECIFIC ACC NUMBER) court violation fee : 1st $50 2nd $100 3rd $250 4th $500 5th $500 ahead of toll fee, civil penalties. fill up the back affidavit if the car is stolen PRE-COURT SETTLEMENT: (NOTATE) if cx called before the PCS, 2 trips $300 3 trips $500 4 trips $700 5 trips $900 > can be paid until 1 business days prior to the sched court date > amnt of the settlement can be found on the court spreadsheet. >if paid cx does not need to go to court. > LEASING company exception IMPORTANT: - they have to attend court 30 mins to meet litigation team. - if settlement is paid, no need to attend in court // other trips remaining on the acc ill be waived. contact methods: call //agent email : court@expresslanes.com > THOSE hotlanes violations are charge from expresslanes GONNA CHECK the court website if THE COURT DATE THAT YOUR SEEING IN THE ACC IS ALREADY PAST DUE LABELS: DISMISSED - advice cx to settle the amount showing in the cbo ( TRY TO COLLECT BUT DONT FORCE) guilty or tried in absence (TIA - GUILTY IN ABSENTIA TRIED IN ABSENTIA (kahit hndi umaatend si cx, umaandar ung trial and found guilty while TIA umaandar palang yung trial at hndi sha umaattend) !! REFER TO CONTACT COURT !! continued- court due date has been extended.. offer PCS PAYMENT not posted- seek assistance to support VIOLATIONS MENU - court trips will be viewed . are you to include the one that has in guilty absentia status?? if cx paid for INCOURT : "DISMISSED" " DONOT TOUCH THE TRIPS LABELED AS DISMISSED" IN COLLECTION- YES TO WAIVE = WE HAVE TO INCLUDE GUILTY IN ABSENTIA INCLUDE THE ONE IN COLLECTIONS. SEEK ASSSITANCE TO SUPPORT, SUPP NEED TO PULL OUT FROM COLLECTION. IN COURT- NO TO WAIVE = WE DONT HAVE TO INCLUDE GUILTY IN ABSENTIA INCLUDE THE ONE IN COURT. payment for collection of PCS CURRENT (SEEK SUPPORT) = legacy court settlement then PLUS SIGN >summon number // ( from support ) >roadway >violation court (violation pcs) >description ( the rest summons numbers) > add the toll fee of the trips then subtract the total PCS >total if acc is stakeholder no need to create this app: WAIVE bulk actions click invoice>next>waive all>next LEGACY COURT SETTLEMENT: paid trip courts will be viewed at Legacy court settlement. SPANISH REQUEST : NAME, NUMBER ARRANGE A CALL BACK NEED TO RACK IT. CCP : https://drkjv2l8kreu1.cloudfront.net/ccp.html CBO : Reports - https://ui-stg-1.cbo.gwa.tu.nxbos-preview.net/#/account-form/252171?tab=2 oui - https://ui-prd-1.oui.gwa.tu.nxbos.com/#/claim/asset/95/detail/71091984