Deposit Change/NSF
What must be read when an adjustment is made to a deposit which causes a negative shortage for creditor payments?
Q12
What does the RI - NC Consent for Attorney Referral mean?
Agents must review with clients if they would like to be sent a list via email of NC licensed attorneys to assist with their legal/non-legal accounts.
When should a Pro-Se be ordered?
Agents can order a Pro-se when the complete summons is attached and the due date has not passed.
If a client has an RI for Creditor Statement and informed us they do not have one yet, how many days can the RI be held?
21
What must be told to the client if he/she calls in and the settlement was already approved via portal/email?
Creditor Payment Method
Bank Fee
Keep up with deposits as it may jeopardize...
Reviewing written confirmation once received...
The client called in on Tuesday requesting to adjust his deposit for the following week scheduled on Monday, what 3 things need to be reviewed by the agent?
1) 5 business days needed to adjust.
2) TL/Co-Cap Approval to make change
3) Read 90DD and advising client of the 5 business day rule.
(Review Q12 if applicable)
For now, what 2 non-legal creditors do we review NC Consent Referral options?
1) Chase
2) American Express - Zwicker LO
How can you determine if C is fully enrolled in GLS?
Hover over GLS emblem and review effective date.
Review if GLS agreement has been signed.
See if the first deposit has cleared.
If the client has an RI for Stip - Signed and Sent to LO, and the client confirmed it has been mailed to LO via certfied mail and our copy is in Cases, how many days can we hold RI?
7
What 5 things must be said verbatim at the beginning of Legal SIF Presentation?
Creditor name
Last 4 of the account number
Please be advised that this still a verbal agreement and not guaranteed until we receive written confirmation from CC.
OB
CB
When a client resolves an NSF for either full amount or partial, does 90DD (Q12 if applicable) have to be read to the client?
Bonus(100): Would an agent be required to ask about any changes to B/H (if updated in the last 30 days) after resolving the NSF?
Yes.
Yes.
Scenario:
The client selected Attorney Inez to work her legal account. She has not received the engagement letter from Atty. What would be the next steps?
Bonus (+100)
How much less are our fees for NC clients for accounts that were referred to NC Atty?
Answer:
The agent must advise the client to continuously call or email Atty again. If it has been a long time, the agent can reach out to Mary Kate.
Bonus: No neg. fee.
Explain the process for the 7 Day Exception Rule for GLS?
The client must be served within 7 days of GLS effective date (Scheduled date of 1st deposit)
Complete LI
Place RI for Summons Needed with RI note (if needed)
Obtain Pro-Se Approval just in case.
Sent Intake to GLS (Subject Line must include DS, CC, Legal Intake, 7 DAY EXCEPTION RULE)
What does AFJ stand for and explain what these documents mean?
Agreed for Judgement
Acknowledgement that you agree you owed the amount and agree to settle for a certain amount and if you fall short of the agreed arrangement, you agree the full amount must be paid out and a judgement placed.
True or False.
60.36% [101%]
This is a PPA coded as a settlement.
False.
What are all the steps to update the client's banking information?
1) Check to see if the timing is appropriate to make the change and if there is a deposit that's near (Typically 5 business days is needed. 3-4, get permission from TL/Co-Cap). Push deposit out later (if applicable)
2) Get RN, AN, confirm if it's Checking or Savings
3) Confirm if C is the primary account holder
4) Send ATD (Check to see if C can sign during the call)
What creditor and Law Office do we not refer to NC Attorneys if it's an active legal?
What's the process for those accounts?
Discover/Zwicker
Email MK to assign a neg. to work the account in-house.
True or False.
We can offer Pro-Se assistance for North Carolina.
False.
(There are rare occasions with OLD GLS accounts still enrolled for NC)
What are the 2 requirements for RI for Hardship Letter?
1) Needs to be handsigned
2) Detailed hardship letter (If client is NDR-GLS, they cannot mention NDR in their letter)
When presenting PPA, what must be explained to C?
LCSTM explained that the PPA could be reworked in the future if the client has enough funds available. (if offer term is greater than 6 months)
Name 5 things that have to be done for an NSF.
1) Try to resolve NSF (Full amount, a different amount in the next 30 days)
2) Read 90DD
3) Read Q12 (If applicable)
4) Advise C of the 5 business days needed to make any deposit change.
5) Ask if there are any changes with monthly expense/hardship that caused deposit change.
Name all the steps and required items when referring the client to NC Attorneys for non-legal/legal accounts.
Review script
Send out a freeform email with the list of attorneys for non legal accts.
Set up RI's:
Consent for NC Atty & can close that one right away
RI for Pending C confirmation of Contact atty and advise to contact w/in 24/48 hours and hold.
Name all of the non-Pro-Se states.
North Carolina, Oregon, SD, Alaska, Guam, PR, VT
Small Claims for IL, CA, MA, SD
What would you review for Financial Disclosure and Legal Doc is Incomplete?
Financial disclosure is a document that is to be filled out and asks for detailed financial details. This document is needed to submit to the creditor as they will not negotiate without it.
Legal Doc is Incomplete, Review RI note and docs that are in cases or attachments (if applicable) and review what is missing. Ask the client to send in and express urgency.
What are some instances where you can get docked for Level 2: The CSTM failed to provide an accurate explanation of SIF/PPA Terms. CSTM gave an incorrect dollar amount of more than $1. CSTM gave wrong fee amount, did not mention fee amount and everything else not covered by level 1 settlement review coaching
• Anything that is not covered in level 1 settlement review coaching opportunity
o Any incorrect dollar amount of more than $1 with regards to settlement offer presentation (Current balance, enrolled balance, total settlement amount, creditor payment amounts)
o Incorrect creditor name
o Incorrect last 4 digits of account #
o Did not mention OR Incorrect bank transaction fee amount related to the SIF
o Did not explain the nature of a pending SIF letter, if applicable
o Did not mention the original balance, current balance, total settlement amount, creditor payment amounts during SIF review