Tiers
Why are residential customers scored as Tier 4?
Credit and terms are not offered to residential customers
Step 4
Under what circumstances would a customer be Tier 4?
1. A Tier 2 or Tier 3 customer who has not returned a completed Customer Form
2. Property management companies
3. Residential
4. Customers with bad payment history
What is the purpose of adding the date, time, and initials to each outreach note?
Date - So we can track reach outs
Time – To help identify optimal outreach times
Initials – In case another team member assists with the outreach
What is the only exception that allows a customer form to be waived, and what do we still request in that case?
Tier 1 or Tier 2 customers under contract or using a portal are the only exception. Basic customer information is still requested.
What needs to happen if a COD customer's deposit isn't collected before work begins and the account has an open balance
AR must reinforce the Cash on Delivery process with the account manager
How is a higher-tier customer with no returned paperwork or portal added to the Scorecard sheet?
Tier is manually changed to Tier 4
Notes = NO PAPERWORK (OG TIER)
Ex. NO PAPERWORK (TIER 3)
List all collections steps per tier
Tier 1 & Tier 2
Step 1:Monitor
Step 2:Monitor
Step 3:Monitor
Step 4:Update
Step 5:Escalate to AM/Field
Step 6:Escalate to Execs
Step 7:Hold & Notice of Intent
Step 8:Legal?
Step 9:Escalate to Legal & File Lien
Tier 3 & Tier 4
Step 1:Notice
Step 2:Update
Step 3:Meet AM
Step 4:Escalate to AM/Field
Step 5:Escalate to Execs
Step 6:Hold & Notice of Intent
Step 7:Legal?
Step 8:Escalate to Legal
Step 9:File Lien