Policies & Procedures
What is the name of the website we go to find our policies and procedures?
CS Learning Center
Can an Authorized 3rd Party make deposit changes?
No
When do we need a client to upload document statements in order to add the creditor to the program?
When their credit report is older than 30 days. or not on the credit report
If a client receives a summons for an account that is already enrolled in the program, can we still assist with settling the account?
Yes
What is the difference between a verbal authorization and a written authorization?
Verbal - 24 hours only
Written - Permanent until taken off
What note template do we use after EVERY call?
Client Called In note
When a client is wanting to add $499.01 to their account, what do we need before we can make the change?
written approval for the new deposit amount
How many rebuttals do we have to give to the client prior to removing a debt?
Minimum of 2
What status would show on the account if a client was calling in for a verbal settlement?
Pending client approval
If an account has another name besides the client and they want to add it (joint account), what must we do?
Add them as a Co-App.
If we need to email outside of PATH, what must we do for documentation?
Time stamp the email into the clients account
When do we require a wire transfer?
If there's an addition of $4,999.01
When would we need leadership approval when removing a debt?
When a client is removing 50% of their enrolled debt/creditors.
What is the name of the template when adding a note for the verbal settlement script?
Verbal Approval Script
An Authorized 3rd Party can only do what?
They can only give/receive information
What is the difference between Non-Advantage Law clients & Advantage Law clients?
Advantage Law needs legal representation, whereas, Non-Advantage Law does not.
What is an unacceptable request when a client is wanting to change their deposit date and needs supervisor approval?
When a client skips a deposit date, OR
When a client skips and wants to add to the end of the program.
Before commiting to a new plan schedule, what must we do in order to see how the future deposits will reflect?
Simulate payments
For Non-Advantage Law, what is the first step we must do before collecting their summons?
Send a Self Prepare Stop Suit Email
Once a Co-App gives approval for pulling a soft credit report, what is the next step?
Send email to cs@americor (CC Sup & Coach) to add SSN and pull credit report
What important things do we ask when a client calls in? (4 things)
First/Last Name, Telephone #, Last 4 of SSN, DOB
What is the cut-off times for deposit changes? RAM & GCS
RAM - Before 1PM (PST) the business day before due
GCS - Before 10:50AM (PST) the business day before due
If a client has an In-Term Settlement and wants to remove from the program, who must we email in order for future deposits to be "void"?
Payee@americor.com
What is the difference between a Non-Advantage Law client & an Advantage Law client when receiving a summons and it's been 7 days?
Non-Advantage Law: We would do a summons simulation
Advantage: We would send a Follow Up Request Form to Advantage Law
When adding a Co-App, what 3 note templates do we use?
Add Co-App Inquiry, Adding a Co-App, Client Called In