Wrap Codes
You Schedule the past due payment on 4/7 for the date of 4/15. Their next due date is 4/10.
RPC Payment taken
When should we check the customer's demographics?
After negotiation of the payment.
CRD/CMD
What are the three questions we are required to ask to negotiation the TAD?
Can you pay the TAD?
Can you schedule the TAD for some time this month?
How much of the TAD can you pay today or sometime this month?
Customer calls and says we are harassing them but then changes the subject to the TAD quickly.
Salesforce minor demo case- update TCPA consents, phone number MUST stay VERIFIED
X in FDR
You transfer the customer to the LRT department after running a repayment options case and being prompted to transfer.
Other- Transfer
What is the next step if you are done negotiation the TAD and need to look into options?
negotiation questions.
True or False- You will get a compliance infraction and will require corrective action if you use the wrong RPC wrap code.
TRUE
True or False- It is okay to skip the negotiation of payment if the customer is back in school and CH confirms/we submit enrollment case.
False- we still need to fully negotiate the TAD
We call and are looking for Sue Johnson. Third party answers and says they are Bob Barker and they have no idea who Sue Johnson is.
Invalidate the phone number- minor demo case.
N in FDR
You enroll a customer in a hardship forbearance on April 20. They schedule the forbearance payment for May 5th. Next due date is June 27
RPC-Payment
What should be included in our recap?
general summary of call, next steps and NEXT DUE DATE AND MMP
A customer states they are recording us/we hear a whisper prompt that we are being recorded.
Must state we do not authorize but continue as normal if they keep recording.
What should we ask if the customer wants to pay the past due amount to finish negotiation of payment?
Offer to postdate the current amount due before taking the past due payment.
We outbound and connect to a walmart where we are looking for the borrower at work. walmart says to stop calling.
Cease and desist ONLY in FDR
C in FDR
A customer owes a past due amount of 500 dollars. they only have 480 in their account and want to pay that amount. They agree to schedule the rest of the past due and the current amount due for May 2. This call was taken on April 15
RPC- No Payment
Customer does not qualify for a repayment option but cannot make any payment, what is your next step?
Circle back to payment include stressing urgency. Work to get something scheduled on file.
You schedule 6 payments over the next 3 months for a customer. What script is required?
Recurring debit script.
Recurring payment in payments case
True or False: It is okay to ask for the TAD at the beginning of the call and come back to how much they can pay at the end of the call if the customer is adamant, they cannot afford to pay anything.
FALSE
We call out to a borr and reach their POE which is a nursing home.
Cease and desist in FDR ONLY
C in FDR
Customer is waiting on a large lump sum payment. They schedule the full TAD plus an extra 5k for May 5th, you took the call on April 20th.
RPC- no payment :(
True or False: You are speaking with the cosigner's spouse. They verified as IE. You are not required to negotiate the TAD.
TRUE
True or False: During demographic check, customer states the BCN is wrong, but it is okay to leave it. It is okay to just move on to the next part of the call.
FALSE- we must ask if we can get a new number/update and invalidate the number they are stating is not correct.
If we talk to the customer on the last day of the month, how do we follow the TAD negotiation guidelines of asking to post within the month.
You would need to ask if they could pay the TAD today and how much they could pay. Since it is the last day of the month, we cannot postdate into the next month and consider it a resolve.
IE calls in and tells us the borrower is in the hospital, and they will get an attorney if we continue to call. The phone number is not the one to the hospital but is a verified number for the borrower.
BONUS: Customer answers outbound call and says "STOP CALLING" but never verifies
We leave the phone number, this is an IE and we need a POA
Bonus: TCPA consents in minor demo/ X in FDR