Extensions
cx is requesting an ext without a payment, 45 dpd. do you accept the offer?
1 payment needed to do a 1 month ext
You are a waiving a late fee as a courtesy for the customer. Which WF would you fill out?
Fee Waiver
IF THE ACCOUNT IS CURRENTAND THE NEXT DD IS ON 10/05/2023, CUSTOMER CALLS TODAY TO MAKE PAYMENT, HOW DO WE CODE THAT CALL?
IBPP
Account is 32 dpd, monthly payment is 400.00, they can pay half today and half next week. Do you accept the WOP?
yes! Especially if secured in SP
what makes an account not being eligible for an extension?
recent extension, number of payments, account status (bk, charge off)
WHERE DO WE FIND WHAT TYPE OF RECORDING WE NEED TO PLAY TO THE CUSTOMER (WITH SIGNATURE OR NON-SIGNATURE)
*EXTENSION INFO- EXTENSION SIGN STATE INDICATOR.
MENTION 3 THINGS THAT WE CAN SEND THROUGH THE CUSTOMER SERVICE WORKFLOW?
PAYMENT HISTORY
PAYMENT CONFIRMATION
COPY OF CONTRACT
COPY OF TITLE
Outbound dialer call, but Walmart answers and we didn't get a RPC. how do we code it?
ODWP
THE ACCOUNT IS 2 MONTHS BEHIND AND THE CUSTOMER IS CALLING TO MAKE ARRANGEMENTS FOR FRIDAY 09/29, DO WE TRY TO COLLECT A SAME DAY PAYMENT OR JUST TAKE THE ARRANGEMENT?
ALWAYS ATTEMPT A COLLECT TODAY EFFORT
HOW MANY DAYS DOES IT TAKE FOR A CUSTOMER TO RECEIVE A CUSTOMER REQUEST THROUGH EMAIL?
THORUGH EMAIL IT TAKE 24-72 BUSINESS HOURS (1-3 DAYS)
customer is requesting an ext, they are currently 4 months past due. they want a 3 month ext. What would you advise?
2 payments required for a 2 month ext, 3 month ext is not doable.
CUSTOMER IS CALLING TO LET US KNOW THERE VEHCILE IS A TOTAL LOSS, WHAT WF DO YOU USE?
INSURANCE CLAIM INVESTIGATION REQUEST.
IF THE CUSTOMER HAS AN ARRANGEMENT FOR 09/30/2023 FOR THE AMOUNT OF $500.00, AND HE DECIDE TO PAY $600.00. HOW WILL YOU DISPOSITION THE CALL?
PP if the extra amount is moving delinquency, if not then CF
THE ACCOUNT IS 64 DPD, CX IS REQUESTING A DDC, WHEN CAN WE PROCESS THAT REQUEST?
ACCOUNT NEEDS TO BE CURRENT BEFORE PROCESSING A DDC
What is a short sale settlement?
the process where a customer sells the vehicle to another dealership and ACA accepts the appraisal for whatever the dealership values the vehicle
HOW DO WE KNOW IF AN EXTENSION WAS SUBMITTED AND PENDING ON THE ACCOUNT?
WE CAN FIND THAT ON THE EXTENSION INFO ON EXTENSION STATUS.
CUSTOMER IS ASKING HOW MUCH THERE WARRANTY IS WHAT WF CAN YOU FIND THIS OUT IN?
GAP/WARRANTY INFO
YOU GET A RPC FROM YOUR MANUAL BUCKET AND COLLECT A PAYMENT OF $800.00, HOW WOULD YOU CODE THAT CALL?
OMPP
the co-borrower calls to indicate that the primary passed away, and he wants to return the vehicle cause he is not responsible to pay it, what do you advise?
co-borrower is still entitled to keep making payments, CB needs to send us a copy of the death certificate. Can advise of all options, sss, VS or a possible settlement
what is deficiency balance?
balance left after the vehicle was sold at an auction or insurance didnt complete the total payoff
A CUSTOMER IS REQUESTING AN EXT, THERE ARE 2 PEOPLE ON THE ACCOUNT (PRIMARY AND JOINT) WHO DO WE SEND THE DOCUEMNTS TO SIGN TO?
BOTH PARTIES RECEIVE PPW- PRIMARY AND JOINT
customer calls to pay TAD including his fees, when taking the payment in SP you realize you didn't split the fees from the payment. what WF must you fill out?
Reverse and Reapply
you get a dialer call at 430 PM, no one answers but it prompts you to leave a VM. how should this be coded?
ODLM- VM should be left on all dialer calls at 4 pm dialer
account is 65 dpd, limited to same day only, out for repo, they can make a payment of 350.00 today and another 500.00 next week. We need 800.00 to put repo on hold. What would you advise?
"due to account being out for repo and limited to same day only, i would need a minimum of 800.00 today to place that repo on hold"
what are the 3 steps we need to follow when processing an extension for the customer?
Read extension impact
play recording
process workflow