Red: Knowledge
What are the three types of customer we can find based on the CBS Call Model?
- Willing
- Vague
- Unwilling/ Unable
A customer is calling because they want the amount to pay out their loan. What is the correct process to follow?
Payoff Quote.
What information do I need to verify when a borrower is calling?
Full SSN or Account Number
Full Name
Date of Birth
Mailing Address
An authorized party can change the mailing address of a borrower. True or False?
False.
What are the requirements for an Extension?
Minimum 6 full monthly payments made on account 1-month extension allowed per 6 payments
Maximum 6 months extension over life of loan
Extension must bring account current
Minimum 6 payments required between any other eligible program post-extension
What are the purpose of the following systems?
- Genesys Cloud
- Salesforce
- Loan Manager
- Genesys Cloud: Taking calls
- Salesforce: Taking payments
- Loan Manager: Checking Account Information
A customer wants to know how many grace period days they have before getting a late charge. Where (in Loan Manager) can I find that information?
Loan Manager - Account - Fees - Grace Days (-2)
What is a WIIFM?
What's in it for me, a benefit we provide to the customer to convince them to do something
When a borrower with a Repossession status code calls in, we are able to take full payments, but not partial payments. True or False?
False
What is the information we need to include in the email when we are reporting a Bankruptcy case?
Account #, Case number and Chapter file (Chapter 7 or Chapter 13)
What is the name of the tool where we can apply for programs for our customers?
Stellantis Collections Program Lookup
An insurance company is calling to report a total loss case with one of our borrowers. What steps do I need to follow?
1. Fill the information requested on the form.
2. With the information already updated we must transfer the call to Allied: (800) 264-2372
What are the steps of an AET?
- Acknowledge
- Pause
- Transition with a WIIFM
We cannot send direct emails to the customer. True or false?
True.
What are the requirement for a Fresh Start?
6 Full monthly payments process.
At least 60 DPD
Customer can only receive one fresh start program for the life of the loan.
What steps do I need to take if I encounter an account with a Repossession status code (01, 1V, 02, 2V, 03, 3V, 10) ?
1. Ask the customer if they still have the vehicle.
2. If they do, transfer to Active Repossession Queue.
3. If they do not, transfer to Repossession if they don't want the car back, if they want the car back transfer to Reinstatement Dept
A police officer is calling because a car under Stellantis Financial Services was reported to be abandoned, and now they have possession of the car. What steps do we need to follow?
If a 3rd party (from impounds) call stating they have our vehicle, we would need to do an email so the CX can be called back .
What are the steps of the Bridge?
- Acknowledge
- Pause
- Remove Isolation
- Transition
A customer is able to apply for 6 extension for the whole life of the loan. True or False?
True
Customer service needs to be on a temporary hardship.
Customer can only receive one TERP program for the life of the loan.
Customer MUST be 30 DPD or more
What are the Customer Assistance Programs that Stellantis SFS offers?
- Extension
- Fresh Start
- TERP
- Settlements
A customer is calling because the 2nd borrower of the account passed away. What steps do I need to take?
Caller must send Death Certificate to Decease Maintenance
(request the information and forward to your TL)
Primary borrower is to be fully responsible on the loan.
An Executor of Estate can still be presented but in these cases where primary will continue to manage the account it is not fully necessary
What are the negotiation guidelines?
- First commitment: 7 days
- Second commitment: 14 days
The facts on the table has to be verbatim, however, the recording disclosure does not have to be verbatim. True or False?
False
What are the steps we need to follow when we handle a Voluntary Surrender?
1. Initial Customer Conversation
Speak with the customer and confirm they have possession of the vehicle.
Identify the reason for the voluntary surrender.
Review available programs and explain all options to the customer.
Read the Voluntary Surrender Script (Verbatim)
Ask the required questions and document all responses
Complete the Voluntary Surrender Form in Toolbox
Once the form is completed, transfer the call to the MOD (Manager on Duty) line.