The 4 C's
This model includes the opening of the call, providing call monitoring and mini-Miranda disclosures, stating the total amount due, asking for the payment, and pausing.
What is the Commence Model?
This party includes:
What is a 1st Party?
This is the return code for no account or unable to locate account.
What is R03?
Customer called in and asked how much they have paid to their loan so far. This information can be found on this Tab in Fasttrack.
What is the Transactions Tab at the top left-hand corner?
This disposition should be used when the customer calls in and states that they are working with Cordoba Legal Group and hangs up.
What is Possible 3PDM?
Determining the reason past due is part of this model.
What is the Connect model?
For outbound calls, 1st party customers can use this as an alternative to the DOB.
What is the Zip Code?
The customer's payment information is saved in FastTrack, this information needs to be confirmed before using the banking information on file.
What are the last four digits of the bank account?
GreenSky contacted a Customer but the Caller stated to stop calling, do we
A) Opt-out of Telecommunication & Automatic Dialing (TCPA) only.
B) Opt-out of both Telecommunication & Automatic Dialing (TCPA) and Collection Calls.
B) Opt-out of both Telecommunication & Automatic Dialing (TCPA) and Collection Calls.
This disposition should be used if a Caller stated that they are working with an attorney and that they are filing chapter 7 and hangs up.
What is Possible Bankruptcy?
This model includes confirming or requesting Home, Business and Cell numbers.
What is the Close Model?
True/False. You are permitted to share the promotion period expiration date with second party callers.
What is TRUE?
Finish this statement: If you need to cancel a scheduled payment, call 866-936-0602 and let us know no later than __________ on the day prior to the scheduled payment date.
What is 7:00 pm ET?
The statements are located in this tab FastTrack.
What is the Documents Tab?
This disposition should be used if a payment is already on file while speaking with the Customer.
What is Promise to Pay? or What is Arrangement on file?
This statement is an example of this model. "If you are unable to make the total amount due, can we schedule a payment today for the past due amount of $100.00?
What is the Collaborate Model?
3rd party callers can provide this as an alternative to the Application ID Number.
What is the last 4 digits of SSN and DOB?
The customer should be transferred to this department if they wish to proceed with setting up AutoPay.
What is Customer Service?
This verbiage should be used in the "Transaction Description" when waiving a late fee.
What is "Courtesy"?
This disposition should be used if the Customer only provides the Date and method but not the amount.
What is No Payment Arrangement?
This step in the Collaborate Model includes being creative within payment guidelines, changing your view from paying today to a longer-term plan and waiving fees to increase zone of potential agreement.
What is Step 3? What is presenting a counteroffer with WIIFM's?
During an inbound call, when the customer's information is NOT validated in Livevox but an application ID is available, this set of details must be provided to verify the customer.
What is the application ID, first name, last name, suffix (if applicable), and date of birth (month and day), or the last four digits of the SSN.
These steps should be taken if the caller is not an authorized signer, and does not have another bank account to process the payment.
What is offer additional assistance, close the call, and notate the account?
This "Case Submission" should be submitted if an Elderly calls in and states that they were pressured into signing for the loan.
What is "Vulnerable Population"?
This disposition should be used if a Caller stated that they do not want to be contacted by GreenSky or states stop calling.
What is Do Not Call?