Start an Inbound Call in Omega
When receiving an incoming call, you must first identify __________ and __________.
What is yourself and Capital One?
This color means we are actively reporting the account to the credit reporting agencies.
What is Green?
DSG cannot work ________ accounts.
What is an Active-Judgment?
Our first delivery option, if account is eligible to receive correspondence.
What is Mail?
These accounts are uncollectable if the customer plans to continue to make payments through these third party Companies
What is 3PDM?
Read non-liable disclosure, provide the balance if asked, and proceed to Document Customer Agreement to Pay and Offers in Omega Task.
What are third party payments?
Your account will report on your credit report up to 7-10 years.
What is the acceptable time frame when advising customer about credit reporting?
We can request the COS letter, when our customer requests confirmation of the judgment or lien release and the ______ note is present showing they have requested to have the Judgment or Lien Satisfied.
What is Lannet?
Within 72 business hours
What are email and fax delivery time frames?
The customer enrolled in the Early Proactive Charge-off Tool while in Collections and is uncollectable.
What is EPCOT?
If the caller cannot verify one piece of public information, you must verify ___________.
What is two pieces of private information?
What are the following statements an example of?
"Anything that references a state’s statute of limitations, any payments made on this account will improve your credit score and your account will report on your credit report for 7-10 years"
What are Unacceptable Credit Bureau Talk Offs?
When the customer has satisfied the account, but the judgment or lien has not been released, we should then...
What is Follow Incidents in OMEGA task to refer account to DCOI?
Account ID, Delivery Method (Fax or Email only), Letter Type, and Reason included in email.
What is an expedited request?
The account will be excluded from sale once a payment or settlement plan is added to the account.
What is Sale Eligible?
Social Security Number, Date of birth, docket number, Letter or reference number, 12 or 16-digit account number, and the Omega ID.
What are examples of private information?
We report _______ information _______ as payments are made
What is balance and monthly?
We report balance information monthly as payments are made.
For these types of Active-Judgments the Customer must pay the principal balance to satisfy the account. Do not negotiate or offer a settlement. Voluntary payments can be made via mail ONLY.
What are accounts with the Terminal Characteristic?
Agents will not be able to request these letters through the manual process.
What are intro letters?
Prior to taking a payment, inform the customer that we are no longer actively collecting on these 2 types of accounts.
What are aged debt and terminal?
Dial 711
How to contact customer's local Relay Services?
Every state has relay service providers and all can be reached by dialing 711.
When the customer asks a direct question, you can answer this question based on the information in the system of record.
Is Capital One reporting my account to the Credit Bureau?
You are speaking to a third-party, and they have enough information to locate an account. They ask for the amount due to release the lien? How can we help?
What is Advise them of the balance only?
Delivery Method, Requester and Judgement Satisfaction Amt noted in Omega
What is the documentation requirement for the J5020 letter?
When these characteristics are present together, do not read the Mini Miranda and no negotiation attempts should not be made. One-time, voluntary payments only.
What is Sale in Progress and Cease and desist?