Early Stage
Does Customer Service, REM, and Collections all use the same call taking templates for both inbound and outbound calls
YES
At what day past due do we start sending cures via Defi or queueing for a cure to be sent from our amazing LaBriana?
31-days past due or higher.
What are acceptable payment methods when an account has been submitted for repo approval, assigned, and/or has 5+ NSF
If you see "Repo on Hold" or "Repo Assigned" for an account, do you take the call or do you advise the Customer Service/REM agent to transfer it to the responsible Repossession agent?
Have Customer Service/REM agent transfer it to the responsible Repossession agent
Who repossessed Santa's sleigh?
Daniel Johson
When speaking to a customer over the phone, what should we confirm is correct and up to date?
Contact information
If we speak to a customer over the phone and they do not process a payment with us over the phone and they're 31-days past due or more, do we still queue for a cure to be sent?
Yes.
When can we accept a debit card method utilizing Biller?
When the customer does not have access to their ACH information at that moment (most banks do have this information available on their mobile app)
If you see in the notes that the repossession approval process has begun but not yet assigned, what form of payment can we accept?
Wire/Cashier's check
What was the weirdest hotel we discovered as a team
Potato Hotel
At 20-days past due or later, what must we advise the customer if we're not taking a full payment over the phone that day
Credit risk statement
If a lease account has 63 days until maturity left on the contract and the customer expresses financial difficulties, can we offer a deferral?
We may offer one deferral for the lease account
Customer is past due three months and can only make a one-month payment today, what can we offer to assist the customer?
Deferral
To queue a Voluntary Surrender, do you email Katie or queue via Manuel Queue Routing under the Collections' tab?
Email Katie... just kidding. We queue it via Manuel Queue Routing under the Collections' tab.
BAND$
What phone number must be provided whenever providing one to a customer either over the phone or via VM
800-767-7243
When servicing customers or skipping, what tool is great to use for checking to see if the customer has more than one account?
360View
Customer has an active bankruptcy on their account but have not been offered a deferral before in the past. Can you offer one now?
No. Active bankruptcies are a disqualifier for deferrals.
If you see a wire was received for an account that is "Assigned", do you upload the wire and notate the account or send it to the Handling agent?
Send it to the handling agent so they may verify and place account on hold.
Does sugar belong in spaghetti
HECK TO THE NAWWWW
What must be asked during every call and is best to ask right away to better form a solution for the customer while servicing their account?
Reason for delinquency
An account is 119-days past due and is an overterm lease. Account is not out for repossession however is on the new contract. Does this account go to Collections, T-Bone, or REM?
If "Repossession Confirmed" is on the Spine and the customer is calling about Post Repossession activities (NoS, NPP, redemption/reinstatement), and assuming they already spoke to the repossessing agent (T-Bone or LG), who do we transfer the call to?
Alvin
What is LaShawn's second language?
Spanglish