Account Removal
Can FDR help client with an account that has gone N&V but was settled outside the program?
No, once account is removed FDR is no longer involved.
Can you modify a deposit that is outside of 30 days?
No, advocates aren't supposed to modify more than 30 days out without permission.
Where are all of our CS updates located?
Share point site or link is in our OneNote page and can click from there.
What is Freedom’s core values?
When can we give legal advice?
Never! Never ever
What are the account removal requirements?
Make sure the client understands the risk of removing an account, educate and allow the client to make the decision.
At what point can you shut off the clients deposits?
Never shut off deposits as the system will take this as an inactive client.
What are three different tools you can use when clients are wanting to modify their deposit?
What if tool
Smart deposit
Funds forecast
Forecasted Transactions
When gaining the clients agreement, recapping the conversation, and encouraging the client's success what value are you using?
What type of resolution calls get warm transferred?
Can a client add account back into the program after receiving S&C (Summons & Complaint)?
No, the client can't add once it has gone legal. Only if the account is in judgment status for 6 or more months can we add the account in.
Give me three educational talking points if a client wants to defer their deposit?
Delay neg
Delay graduation
Risk to Structured settlements
Might cause creditor to take aggressive approach
What has changed
Name two things you must have in order to add an account?
What value should displayed throughout the call?
All Values needed to be displayed throughout the call.
Where can you find the escalation template if you have a payment research case that needs an update?
OneNote page if you look under resource tab you'll see 'Team Escalation" in that resource you'll find all different escalation options to email me.
What are two educational tips you can provide the client if they remove an account?
Card can be canceled by the creditor if they have other delinquent accounts, lower the credit limit, plan to pay outside the program and still maintain the program. Does the client have the settlement agreed upon in writing, does the client know how to handle if creditor decides to take aggressive approach.
If client wants to remove account/wants to lower the deposit, what is the requirements to honor this change?
Make sure client doesn't have any risk to structured settlements in place, must be outside of 6 months in the program, lowest minimum deposit is $200. Use excel spreadsheet to help determine new deposit amount.
Prior to asking for help, name three different resources you can use to answer client’s questions?
Name one resource you can use to help improve your value based conversation?
Values call flow scripting in knowledge (Values based service) its also in the SharePoint site as well.
OneNote page you can find resources as well and the SharePoint link
What team is the best in CS primary?
Our team Duh :)
Name two probing questions you can ask the client when wanting to remove account?
Why?
What's game plan
What is the difference with you paying this in the program versus taking care of it yourself.
Removing accounts can impact FDR neg ability
What are two key phrases the client can mention in the call that would drive a conversation around adding additional funds to the DA?
When can I graduate the program ready to be finished.
How can I speed up negations on a certain account
Have some additional funds to add when can I
Where can you find GCS authorization form?
How would an advocate display act with integrity within the call?
Recommend best long term solution for the client
Share impact (Educate)
Follow correct procedures
Confidently answer questions about our company's products & service
When you have a client escalation what are the steps you need to follow?