Collections Trivia

CLASS/CQS

100

We sometimes utilize this tab to see who the account owner is for the month.

Event Tracking

200

We utilize this screen for a few reasons, some may include  to update a deceased borrower or co-borrower or if we are told the borrower is being represented by an attorney.

Additional Flags

Borrower's Assistance Programs

100

In place of one regular payment, a ________ is made while extending the loan’s maturity date one month.

Single Deferment

200

With this program, the borrower brings the account current by paying more than the contractual payment amount for one or more payment cycles

Repayment Plan

300

In place of two regular payments, a ________ is made while extending the loan’s maturity date two months.

Double Deferment

400

This program adjusts the delinquency status from past due to contractually current, moving any missed payments to the end of the loan.

Reage

Policy & Procedures

100

A customer is NOT eligible for a due date change when the account is:

5. A customer is not eligible for a due date change when the account is:

1. Recently originated and the first contractual payment, including any applicable late fees, has not been made.
2. On an active temporary modification

200

In 30 seconds, list 5 reasons why you place a DNC on a number:

• Customer requests no call
• Not allowed to get calls at work/Doesn’t work there anymore
• Incarcerated (not sure of release date or release date beyond 30 days)
• Hospitalized (not sure of discharge date)
• Borrower has been placed in a nursing home (permanently)
• Third Party Wrong #

300

List the 5 city/states where the Mini-Miranda is required during the collection call.

CT, GA, IA, NYC & NC

Call Model

100

What does the acronym WIIFM stand for?

“What’s in it for Me”

200

In 30 seconds, list 5 objections from the AET job aid.

“I’m driving.”

“I’m at work.”

“Nothing has changed since the last time I talked to you

“I mailed that payment.”

“I didn’t receive my statement.”

“I won’t pay until you waive my late fees.”

“My spouse pays this loan.”

“I won’t be able to pay until you lower my interest rate.”

“I will make a payment Friday.”

“This account should be paid off.”

“I opened this account for someone else.”

300

In 30 seconds, list 5 RFDs from the Most Common RFDs job aid.

Unemployed

Medical Expenses

Fixed Income

Divorce

Decrease in Overtime

Laid Off

Overextended

Vehicle Repairs

Self-employed

400

It is important to build confidence while in the process of bridging after obtaining the customer’s RFD, give an example of what we say to confidently ensure the customer that we may be able to help them.

"Able to help others in similar situations"

500

In 20 seconds, list the 3 mustache questions.

"Where are you currently working?"

"How often do you get paid?"

"When was your last or when is your next pay date?"

Fast Path Shortcuts

100

Change Payment Due Date

B66

200

Delinquent Payment Inquiry

B27

300

Collection/Solicitation Notes (last account accessed)

L11

400

Transaction History

L09

500

EZPay Lookup/Payment Tab

B376