video1.0<iframe src="https://www.loom.com/embed/03b7ec52a03c4b49a61a80dec44fb2d7" frameborder="0" width="1238" height="928" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>9281238Loomhttps://www.loom.com9281238https://cdn.loom.com/sessions/thumbnails/03b7ec52a03c4b49a61a80dec44fb2d7-d200a68971c329a0.gif227.34This Loom demonstrates a long-horizon customer service agent focused on helping Meridian Lending move a past-due auto loan payment date. The agent answers that late fees are charged only if a payment is 15 days or more past due, at 5% of the scheduled payment or $25, whichever is less. After verifying the customer’s identity (DOB April 12, 1988 and last four digits 4417), it finds the loan is past due by $187.40 and says the payment date cannot be changed while past due. The customer says they get paid Friday and cannot pay today, so the agent offers a hardship plan that may reduce payments for three to six months and pause late fees, and it will follow up on Friday.