1. Open TIMX SCM, click Enrollment > HS Search Panel.
2. Search for the contract using either the Contract ID number, the Customer's First and Last Name or the Property Address.
   
3. Enter the search criteria, click Search in the menu. This populates the results table.
   
4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
   

If you search by Contract ID number remember to leave off the Contract Version number (the .x at the end of the Contract number).

You can also click the Search icon in the toolbar or select the All radio button next to Hs Status line below the search criteria fields. Any of these will also populate the results table.

Changing Bill Date in TIMX SCM

1. Select Menu Options > Billing > Billing Detail to display the Billing information screen.
   
2. Double-click the most recent Due Date field to launch the Change due date pop-up.
   
3. Enter the new bill date requested or press [F9] to display a calendar from which you can select the requested bill date.
   
4. Enter a reason for the bill date change in the Gap Reason field and click Process > Exit to close the Billing Information screen. The new due date will be updated when Oracle updates. 
   

Enter Comments in the Communication History Log in TIMX SCM

1. Click the Menu Options > Comm Hist Log to launch the Communication History Log screen.
   
2. Click the Add icon in the toolbar to add a new row to each column in the log.
   
3. Click in the new row of each drop-down field and select the following:
   
1. Communication Source - Customer
   
2. Communication Object - Customer
   
3. Correspondence Type - Leave blank
   
4. Communication Type - Retention Customer Service
   
5. Communication Method - Phone
   
4. Selecting "Retention Customer Service" as the Communication Type displays options below the Comments field.
   
1. Select Phone as Communication Method first.
   
2. Click the Disposition Code down arrow and select Billing/Account Update.
   
3. Leave the In/Out Bound Flag and Renewed Flag check boxes as-is.
   
5.  Enter the following in the Comments field:
   
1. Caller: Customer's full first and last name
   
2. Reason for call: Billing Update
   
3. Reason Details: Reason for changing bill due date
   
4. Action Taken: Updated bill date to dd/mm/yyyy, informed customer bill date can be changed only once per contract
   
5. Sales details: N/A
   
6. PYMT details: N/A
   
7. Sales Scripting completed: N/A
   
8. ROD: N/A
   
9. CC/ACH scripting completed: N/A
6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.
   

Log the Call in Zoho Desk

Overview

Customers may call in to change their bill due date for any number of reasons. Advise the customer bill dates can only be changed once per contract. Additional changes will have to wait till contract renewal, though exceptions may be made by the Accounts Receivable Team. If a customer has transferred from one mortgage company to another, the bill due date can only be changed at contract renewal. See notes below for other change restriction. Note: though this process begins in Zoho Desk, you must log into TIMX SCM to change the bill due date, then return to Zoho to enter comments.

1. If a customer calls to change the bill due date on the first or last day of the month, with a payment due that day, that payment can be disabled and the due date changed if the call occurs before 9:30am. After that time the customer is charged and the due date change will take effect for the following month.
2. If a customer calls to change the bill due date on any day of the month other than the first or last day, with a payment due that day, that payment can be disabled and the due date changed if the call occurs before 4:00pm. After that time the customer is charged and the due date change will take effect for the following month.
3. Though CSRs are entering new bill due dates, it takes Oracle 15-20 minutes to update the database. The new bill due date will not display until after Oracle updates.