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PA12ENIX <br />mrll,MA,V }N 11516"5 GROUP <br />1 y4 <br />V <br />i <br />Bank Returned Checks (NSF) <br />• Payment is reversed in system <br />• NSF fee automatically added without user intervention <br />• Letter sent to citizen <br />Refunds <br />• CSRs record phone notes regarding refund request and enters refund code In WINCITE <br />• Phoenix Group verifies that a refund is applicable and sands City and automatically sends a refund <br />request via email or report every Monday <br />• Weekly report emailed to the City to initiate refunds <br />• Monthly report provides the City with all refund Information <br />Contested Citations and Customer Service <br />• Trained, experienced, bi lingual, Customer Service Representatives available Monday — Friday <br />(excluding holidays) 8:00 am -- 5:00 pm <br />• Average call wait time is less than 15 seconds <br />• Over 20,000 calls per month and virtually unlimited capacity <br />Tali free telephone number directs callers to Phoenix IVR 24/7 assistance <br />• Custom City specific prompts and messages are in both English and Spanish <br />• Real -time response and information regarding citation status, amount due, payment <br />information, final date to contest etc. <br />Phoenix Group will track all notes, conversation and CSR information <br />• City has the ability to enter a phone note <br />Reviews and Hearings <br />• Review process as per City guidelines can he modified if necessary <br />Mail -in requests are verified within 24 hours. Reviews are date stamped and forwarded to City. <br />Hearings are date stamped. suspended and scheduled accordingly, WINCITE maintains a <br />"Pending Review" status for outstanding reviews and hearings <br />• All information is fully integrated into WINCITE including: <br />• Process level, disposition, reason codes for disposition, dates of set -up and <br />determination, time, reactivation date, ID number <br />• Previous administrative activity and complete history of citation or plate is maintained <br />• Comments <br />• Disposition codes trigger a custom disposition letter mailed within 24 hours <br />The WINCITE system allows the citizen to contest the citation online using our paymycite.com website. <br />Phoenix Group has customized the header page for the City. <br />10 <br />25A -22 <br />