Welcome Calls Explained
The goal of a Welcome Call is to confirm
- the information provided by a consumer in the credit application is accurate
- consumer understands the contract and financing arrangement
Universal Account Servicing (UAS) leverages the Welcome Call to confirm the delivery of Products and/or Services provided by our Retail Sellers and answer any questions a consumer may have.
Methods
UAS uses two different methods to confirm a customer's identify. Based on customer's preference, either can be used to validate an account.
- Online Verification
- Outbound Welcome Calls
Welcome Call - Report
Welcome Call Reports are available for merchant to verify customer account status. If you need access to the reports, please contact your User Manager. Below is an explanation of the Welcome Call Report fields.
Field Definitions
| Column Name | Definition | Example |
|---|---|---|
| Case Number | Related case to open welcome call | 12345678 |
| Status | Primary Status of the Contract. Our system supports Pending, Active, Closed, Cancelled and VOID Statuses | Active, Closed, Pending, Void |
| Applicant | Name of the Primary Applicant / Account Holder | Marisol Testcase |
| Contract # | 7 Character Random Account Number uniquely assigned by our system | TQKH435 |
| Merchant External ID | Unique ID assigned by you and given to us during the origination process, or via a data update | Student Number, Patient Number, Merchant Number as some examples and length and type can vary widely by merchant |
| Welcome Call Status | Required, not required, Unable to verify, Refusal to verify, or the terms the consumer received are not the original terms agreed to | UTV, RTV, Required, Not required |
| Contract Status/Sub Status | Provides more detail about the Contract Status | Current, Past Due, Write-Off Review |
| Date/Time Last Called | Notated date and time stamp of outbound calls made | 01/01/2020, 12:00 AM |
| # Calls Made | Times attempted to call and make initial contact | 5 |
Welcome Call Status
After a Welcome Call has been placed, the account will be moved to one of the following status. Depending on the terms of the merchant account, this may impact a service v purchased account.
| Status | Explanation | Definition |
|---|---|---|
| Complete | Welcome Call Complete | Welcome Call between customer and UGA Finance has been complete and information was verified by customer |
| Pending | Verificaction Pending | Account verification is in process |
| RTV | Refuse to Verify | UAS has made a connection with the customer and they will not confirm their identify |
| UTV | Unable to Verify | Regular attempts to verify customer information were attempted but not successful |
FAQs
When will a Welcome Call happen?
A welcome call is triggered by UAS to a customer within 1-5 days after a signed contract. This may vary based if the contract has a rescission date.
What is the time frame allotted to complete the Welcome Call?
5 days from the origination process
I completed online verification, will I receive a Welcome Call?
No, confrimation was gathered during online verification.
How long does the Welcome Call take?
An average welcome call takes less than 5 minutes.
What type of information is validated in a Welcome Call?
- Consumer Contact Information
- Financed Amount
- APR/Interest
- Promo
- 1st Payment
- AutoPay Enrollment - Merchant Processing Names
What happens when a Welcome Call isn't complete?
Depending on the contractual agreement, verification may be required before funding of a contract.
Who will be calling me?
A representative from UAS will be calling the consumer on the preferred contact number provided in the application.
Can I call UAS directly to Verify My Account?
Yes, you can call UAS and speak with a representative to verify your account.
What if I accidently provided an incorrect phone number?
The application process asks for both an email address and phone number, so that the verification can take place online or over the phone. Please check your email for the verification or contact us to update your contact information.
I completed the Welcome Call, what's next?
Your account is active and payment is due in terms of the contract.
What if my contact information changes after the Welcome Call?
Please login to uPortal or call us to update your information.
What if I don't want a Welcome Call?
Customers have the option to complete online verification. Please check your email for the online verification. Instructions for online verification can be found here
Are the Welcome Calls monitored?
Yes, for quality assurance they are recorded and monitored.
I disagree with the service / product I purchased from merchant, can UAS help?
Please reach out directly to merchant / retail seller to resolve any issues.
What if I need special accomodations to complete the verification?
Please contact us by phone.