Payment
Customer gives you routing and acct number to process payment today.
What is a Check By Phone?
Caller states their First and Last name, which matched the name on the acct. Customer then provides you with the correct DOB.
What is The Acct Holder?
Customer states they can not pay that much.
What Is "(Empathy/Help Statement), How short of the balance are you" or "How much can you pay"
Request a Copy of the death certificate and send to (Blank)
What is : specialty@greensky.com
Customer states "I am out of work due to the pandemic"
What is Covid Relief
Customer gives routing and acct number to be processed on a later date.
What is a Future Dated Payment?
Caller provides you with an App ID. The callers name does not match the name on the acct. The caller provides you with the correct full name on the acct and full Address on the acct.
What is Acct Contact?
Customer states they are not able to pay today.
What is "(Empathy/Help Statement) When would you be able to make the payment"
Customer stated they have filed Bankruptcy. After expressing Empathy you begin to collect (Blank)
What Is o Bankruptcy Chapter Filing o Bankruptcy Case Number o Attorney’s Name/Law Office Name o Attorney’s Phone Number
Customer was previously on relief. The relief has expired and the customer is still experiencing hardship.
What is Review Relief Tab for additional offers.
Customer informs agent when they will be able to pay, how much they will pay, and how they are going to pay.
What is a promise to pay?
Customer calls in and wants to make a payment. Customer knows the amount due and provides the App ID. Customer states name on acct and the incorrect DOB.
What is a Third Party who must also have the last 4 of acct#
OR
What is verify last 4 of SSN or Zip as alternative to DOB
Customer states they will pay the minimum amount.
What Is (Willingness to assist statement) "When will we be taken care of the remaining balance"
A customer states they are working with a debt management company. You proceed by:
What is Collect the company contact info, advise the customer to send POA via email or fax, notify 3pdm by email to collections.3pdm@greensky.com
Contractually Charged Off, Bankruptcy, Deceased, Lost/Stolen, Flagged for Fraud
What is "Accts that do not qualify for Financial Relief"
Customer states they will make the payment on Friday and disconnects call.
What is No Arrangement and a notation on the acct?
The customer provides their SSN to locate the acct. The customer states their full name and (blank) to verify themselves.
What is DOB and ZIP#?
Customer states they don't want to provide their acct info to set payment and that they will send payment on Monday
What is Method.Amount.Date
Customer states they made a payment on the wrong accout.
What is a Financial Adjustment
Customer declines offered relief.
What is check the declined relief box to send adverse action letter
Call is taken on the 24th. Customer states they mailed the payment on the 13th.
What is Payment Sent?
Customer provides the acct number to locate the acct. Once the acct is located you proceed to verify the following.
What is Full Name and DOB (Last 4 of SSN or ZIP as alternative to DOB)
Customer states they want to Future date the past due balance. You set the FDP to process (Blank)
What is Before the next cycle date
The maximum amount that can be adjusted for a short pay per 12 mo.
What is $5.00
Customer states they are out of work and unable to pay. We can offer (blank) relief options.
What is " There are no available relief options at this time"