A
Is this the collection agency?
Our company deals with collections when they hit your report, is that what you're calling about today, a collection on your credit report?
Okay, but is this "ABC Collection agency"?
We deal with the collections that come from those accounts.
What state can we not assist with?
Minnesota
Why don't you just have this on file?
Absolutely, I understand why you'd ask that. We need to verify your information in order to proceed. This is our way of protecting client account information.
True or False: When someone is calling in upset and being very rude, we match their tone to help us move forward in the call.
False, two wrongs don't make a right. Upset customers who are not controllable will not respond well with a matched tone.
In Chapter 1, what is one of the most important single sentences you can tell a client?
Got it, I can help you with that.
Accept
Indulge
Direct
"Why are you pulling my credit report for a dollar? I just want to dispute it." What did we forget to do regarding the two options?
Asking, "Does that make sense?" and getting a clear acknowledgement.
What is NOT a good way to ask for a social?
Can you verify your social security number? Keep it short and simple "Can you verify your Social"
If someone is calling about a deceased relative's credit issue and they have power of attorney, can we check on the report? Yes or No?
No we cannot, we need verbal authorization no matter the circumstance.
What do we ask if someone is buying a house?
How soon are you closing?
I live in Florida, build rapport with me
ex: Planning a trip soon
ex: What are your some favorite restaurants out there?
ex: I've never been, do you have any beaches you recommend?
In Rapport building, is talking about the weather a strong point?
It's okay to ask about it but it doesn't lead to much else, people are not passionate about the weather.
Customer has asked us who our company is for the 3rd time. How do we respond
We're Credit Wellness LLC, we help customers with issues like yours, such as negative items on their credit reports. We evaluate them for accuracy, if inaccurate we look to dispute for potential removal from your credit report.
"You put something on my credit report and this cannot be happening." What would you say next?
I'm so sorry to hear that, but I can help you with that. Can you also see the balance owed?
I just want to pay it
I completely understand, were you possibly under the impression that if you paid it, it would be removed from your report if doing so?
No, I'm not giving you my social...
I completely understand, we actually don't need your social, the credit bureaus need your social as it is the only identifying piece of information that a person has to verify their identity and pull up the correct profile. It helps protect consumer information.
How can I dispute it if I know I owe it?
It's not about whether you owe the debt, it's about the debt being 100% accurately reported between the bureaus, even if one number is out of place, we have the right to dispute this.
I've disputed it before on credit karma.
Well that makes sense, plenty of our clients have tried to do so with apps like Credit Karma, unfortunately the dispute function looks for clerical errors. So, when you dispute via the app it tells the collection agency that you disagree, not the three credit bureaus.
How do I know this is not a scam?
* Multiple ways to go about this *
Pivot into the script after reading the court summons/garnishment rebuttal.
However, most of my clients who are dealing with this are unaware of the mess and chaos that is going on behind the scenes. And usually, this mess is due to unreliable and inaccurate information. I like to educate my clients on the black cloud hanging over their head. For this summons, it's regarding a collection right? Did they mention a balance? Outside of any scenario in court, was your intention to pay for this or to get this removed from your credit report?
How can we explain identity IQ to build value before asking for the SSN if they don't want to build rapport with you?
We're going to be using IDIQ to do soft pull report between the bureaus, it's going to have me ask you a couple credit related questions really quick, it could be anything from a previous or current job, a street address, possibly a car loan or mortgage question, even if you maybe don't posses one of those items, but I'll give you 4 answers to each one, if none of those answers apply, please let me "none of the above." Okay?
How much is this program going to cost me?
For us to pull up the information between the bureaus, there's is only a $1 processing fee, but I can't give you an exact answer until I see the full picture that's happening on the report.
I just want to know the original creditor for this collection. Rebuttal:
I understand that you just want to figure out the original creditor for this collection account. We're going to use Identity IQ to pull up the report to see the original creditor for this account and see where it came from, there's only a $1 processing fee for that report, is that something that's okay with you?
I've paid it before and it came off my credit report, I think I'll just pay it.
That can happen from time to time depending on circumstance, I have seen it during VERY rare cases. Usually it's a pay to delete, or a medical debt under $500.