Contact Removal Guidelines
Disposition a call as Language Barrier automatically takes it out of your name
False - It must be reviewed and taken out of your name by a manager
If a lead is reassigned to the whale team but the client calls you directly you are free to continue working with the client
False - If the lead is taken by the whale team the original agent CANNOT work it under any circumstances and the client needs to be directed to the new whale agent
If unchecking a tradeline brings the account under 10K disposition INSF will suffice
False! Ineligible debt MUST be moved out of eligibility to make the account insf or it will remain a qualified contact
Client has deferred student loans, can they be enrolled?
NO
If the caller is calling for another person it's ok to move forward with the call?
False - We need to speak to the person with the debt
If the client asks for a specific agent who needs to be included in the slack message?
Agent, Agent's manager, your manager
Tradelines can be moved down if the client states they have received a summons or the file is with a law firm
True - Client MUST clearly state legal action and verify which account
Client has a collection account they "just don't want to pay"
Still eligible debt just does not count against the 90% rule. If it makes the account insf without it the tradeline cannot be moved down
If the person calling is the Spouse of the person with debt we can talk to them
False - We need to ask the spouse if they also have debt - if no, can the person be reached at that # if no WNWP If yes CCB
When a client asks for a specific agent how long should you wait for a response before offering to continue with the client?
3 minutes
What secured tradelines can still be eligible?
Household goods. Cannot be Home, auto, solar panels, windows etc
Client co-signed for another party, account is in collection but they don't want to include it. Is the debt still eligible?
Yes - as a cosigner they are still liable for the debt
What should you do if the client Immediately states they are NOT interested
attempt to move the call forward using precredit pull rebuttals if still not interested dispo NI-Imm
If a client asks for another agent and you get no response or the agent is not available what specifically are you required to say to the client?
It appears the agent is not available right now. They may be on another call or off today. I can have him/her call you back once they are available or I can help you now. Which would you prefer?
What verification is needed to remove joint accounts?
Client must clearly state they DO NOT want the joint account included.
Client made a deal with the creditor - is the debt still eligible?
Yes
Abusive clients can be removed as a contact
True - call must be reviewed by a manager for contact removal
If a client calls in and Banking info has already been gathered what is the process?
Call should be transferred to the original agent or their manager even if the client does NOT mention the other agent
Client says they are enrolled with a competitor, can they still be enrolled?
Yes if the accounts have NOT been settled, settled accounts need to be verified on the call and removed
Client has joint account but states the account isn't theirs. Is it still eligible?
YES - they still have responsibility for the account and cannot be removed unless the client specifically states they do not want it included