Bernard Marquez

Training Schedule
Thursday, February 17, 2022
Day Two

Zach Vodden
Time: 7:30am – 8:30am
Discussion: System Preferences
A. Procedures & Contract
1. How do I log into Salesforce and enter notes?
2. What is a proactive call?
3. What is a consultation call?
4. What do I do when I arrive?
5. How do I communicate through Microsoft teams and which teams are mine?
6. How do I communicate through Jabber (what is the difference?)

B. Contracts
1. What is the advance rate?
2. Why is there a monthly minimum?
3. What is the finance period?
4. What is a supplemental fee (deferred/waived, etc.…)
5. Where do I find the factoring rate?
6. What is a tiered rate?
7. When is a load charged back and why?
8. What is a corporate guarantee?
9. Are there any bank fees associated with the account?
10. What is the payment conversion fee?
11. What are the settlement dates (reserve releases)
12. What is the Notice of Assignment?
13. What is the cancelation policy?

Karen Brea
Time: 8:30am – 9:30am
Discussion: Inbound Call Shadowing
A. Inbound and outbound calls
1. How do I call a carrier?
2. Where do I find the carriers contact information in Cadence?
3. Where do I find the contact’s name in Cadence?
4. How do I answer the inbound call in Jabber?
5. How do I place a call on hold?
 6. What is my salutation when answering the phone?
7. How do I enter a proactive note in Salesforce?
8. What is the expectation to complete a phone call?
When should I use Microsoft Teams?

Demetrio Mondragon
Time: 9:30am – 10:30am
Discussion: Concentration Procedures
A. Concentration
1. What is the 1st level of concentration?
2. How do I request an exception to purchase beyond $25,000.00 without a payment?
3. To whom shall I sent the request?
4. How do I check to see if we received a payment from a debtor?
5. How do I request a 50% concentration approval?
6. What questions should I ask the carrier for concentration approval?
7. To whom shall I send the request?
8. How do I save the email templates?

11:30am – Noon
Heather Merkey
Discussion: Cash Application, Treasury and Credit
A. Cash Applications /Cash Research
1. What role does cash applications play?
2. When should I reach out to cash applications?
B. Treasury
1. What role does treasury play?
2. When should I reach out to treasury?
C. Credit
1. What role does credit play?
2. When should I reach out to credit?
3. What should I do when I receive an email from credit regarding concentration?
What should I do when I receive an email from credit regarding COI?

*****Noon – 1:00PM Lunch*******

1:00PM – 2:00PM
Grecia Veraza
Discussion: Inbound Call Shadowing
Mariah Martinez
2:00PM – 3:00PM
Discussion: Inbound Call Shadowing

3:00PM-4:00PM
Zach Vodden
Wrap up and take this time to go over the customer service SOP.