Client Loyalty
Purpose of Client loyalty team
The Client Loyalty Department is committed to fostering meaningful, long-term relationships with our clients. Dedicated to engaging with clients in a way that prioritizes trust, support, and lasting success.
a.k.a White glove service
Proper call flow
Thank for remaining a client, confirm cancel reason, power stmt, program summary, contact info, commitment.
the order of the poor payer script
When do you review the survey response.
We should always review their answers and comments.
Should the ISD be reviewed on advanced accounts
YES, make the client aware that we may not get any new offers.
When should we have the client call us back?
Client loyalty agents should always call our clients back, we should never ask the client to call us back.
what is the purpose of the call.
To confirm the clients program confidence has been restored and they are committed to remaining in the program.
What is the main goal of the call?
To get the client to commit to deps and review reasons for no offers yet.
what is the purpose of the call.
To answers any quesions, correct and set proper program expectations.
What are the proper waterfall steps.
Review additional funds, adjust fees in increments, review additional funds, adjust fee collection, review additional funds, then review for advance.
NDR Late FPD
Give two examples of a power statement.
Can’t Afford Unlike your creditors – this program is built around this goal and your needs. If you need to delay a deposit, we can work with you.
Credit Impact-- Remember, once your debt is resolved, you'll be able to approach credit repair without any debt weighing you down.
DIY Making Minimums-- As you know, when you pay the minimums, most of what you are paying goes to interest. The credit card companies are making money and you see no progress. Making the minimums is like treading water—you never make any headway on clearing that debt because mostly what you’re paying is interest.
Creditor Calls-- It's best if the communication from here on out is handled by our negotiators. Have you been able to change your contact information and set up blocks on the calls?
Family assistance-- Remember, the plan you made when you entered gave you a way out of this problem. You can end up free from the strain and stress of living with this debt and move forward in your life.
Fear of Legal-- Remember legal action is extremely rare. When you enroll, our negotiators are able to recognize any of your accounts that have a history of getting aggressive. They will prioritize your saved funds and reach out to those creditors first.
Service/inconsistent info-- We do apologize that some of your encounters didn’t meet quality expectations. Your satisfaction with our program is our top concern. We’re dedicated to providing you with seamless and exceptional experience. Should you encounter any issues or have any concerns in the future, please don’t hesitate to reach out to us. We’re here to assist you every step of the way!
what happens if a client mention they cannot afford their upcoming deposits?
Review b/h
offer PSR and extend 6 months, rev with c
If PSR increase—offer temporary reduction of 2 months before returning to increased PSR amount
******mention WISEPAL*****
What are delightful phrases?
Creating a personal connection, empathizing with clients, showing an understanding of their questions, and demonstrating appreciation for being enrolled with us and performing well in their program are crucial to having positive interactions with our clients.
what reasons do we remove additional funds.
We should have a conversation to not remove additional funds and how they will help the program progress. But if client calls in due to hardship we can remove
Which call do we set a quarterly check in
Financial wellness welcome call
When do we schedule a follow up call?
Client answers no when we ask, "was i able to fully address any concerns you had?”
Along with this RI, which other RI would we review additional funds with our clients as part of the call flow?
During the closing of No SIF Poor Payer