Dispositions&Ownership
How would you disposition this call: Today is 10/11 and the cardholder says they are going to mail in a check for the Min Due on 10/13.
Promise Mail
How often is WITI updated?
Once per month.
List the three guaranteed payments.
Debit card, Western Union, Moneygram
What is the Button or Tool we use when cardholder's notify us of Bankruptcy, threaten to sue, state they have retained an attorney.
The E Button or Escalation Tool
What information can you NEVER release to a cardholder?
Credit card number and expiration date
How would you disposition this call: A cm calls in to ask for a late fee waiver, and he or she has already set up a payment on OCS.
Primary Contact
What are the steps to log in to Recovery 1?
FDSN (enter)
FDSN (enter)
Enter Username/Password for live ACES
Hit the escape key to clear the screen.
Rcv (enter) (enter)
A cardholder has accidently paid twice in one cycle. How can you fix this?
Move/Change the Payment
What should you do if the customer says that he or she will sue us due to the outcome of a dispute case?
Go to the E button, select Attorney, click Threatened Litigation, and note the reason that the cm is threatening to sue. Include the attorney information if the customer is willing to provide this (and ask where statements should go, if provided). Note in ACES as well.
Do we offer custom PIN numbers?
No, they are computer generated and we do not store them.
The cm says he will make a payment on the web tomorrow, but he won't confirm how much he is going to pay.
No Promise. You need the method, amount, and date for a promise to pay.
What screen in Recovery 1 do you use to update the cardholder's address? What do you need to access this screen?
DM Screen, SSN
List the payment hierarchies from highest to lowest.
BIF, Min Due, Amt to Prevent LF, OCL, Past Due, Last Bucket
What should you do if a third party tells you that you have called the wrong number?
Remove the phone number and disposition the call as wrong party/no longer valid.
List all five of the banks BIN numbers according to client.
First National - 423980
First Savings - 543360
Blaze - 518213
Show - 521044
Taz - 413952
A previous rep has a payment promised for an ACH of $167.00 which is the minimum due. What amount would you need to collection to take ownership of the payment?
Balance: 709.23
Available Credit: 40.00
Credit Limit: 750
Past Due: 119.00
Bucket: 30.00
$709.23
What are the four fields in WITI you need to check to see if you can make a settlement on an account.
External Status: Z
Recovery One Purge Date: Must be blank
Agency/Warehouse: In House Collectable
Sale Information: Blank
List 3 potential reasons for a payment to be returned. How many returned checks can a customer have before he or she is blocked from ACH payments?
NSF, Unable to Locate, Account Closed, Not Authorized, Stop Payment, Non Transaction Account, etc
2.
What actions should you take if the cardholder says stop calling me?
Go to the collections tab and put the account in the C&D queue, disposition the call as no promise, note the account accordingly.
Can you process a settlement if the account is still in ACES? If so how many days delinquent does it need to be?
Yes, 60.
List the three instances where you can take ownership for a payment.
Three days sooner, faster payment method (for an equal or greater dollar amount), next hierarchy.
List the steps to complete a settlement in Recovery 1. List the screens and fields you need to use and what information you need to enter from beginning to end to set a ptp.
Access account in Witi. Log in to RCV1. Verify the account. Using the VA screen, get the account balance and negotiate settlement. Access AM screen, Collector Field CLTOperator ID, Pay Sch Amt $, Pay Sch Freq D030, Pay Sch Dt 30dys out, Access EN Screen, PTP, enter note. Send Settlement Processing form to settlement processing inbox.
Explain the temporary financial relief program:
- How long is it?
- What are the benefits?
- How does it report to the credit bureau?
- How are the payments calculated?
6 months
No late fees, no interest
Closed by consumer
TND divided by 6
You reach a unverified party on the phone. They tell you that they have an attorney and are filing bankruptcy. What would you do?
Ask for attorney information. Put it into the Escalation Tool as bankruptcy.
What steps do you take if you are notified by a 3rd party that a cardholder is deceased.
Offer condolences/sympathy
Ask for date of passing and county of passing
Send Death Cert Request Letter
Put it in the Deceased Queue
Set work date out 10 days