Platinum Calls
This is the primary goal when a Platinum associate takes ownership of a customer's concern and attempts to resolve it without another customer contact.
One Call Resolution
The Insurance Department primarily handles these three types of insurance-related matters.
Total Loss, Physical Damage/Repair Claims, and GAP Claims
These are the two most common bankruptcy chapters handled by Platinum.
Chapter 7 and Chapter 13
A caller says, “My husband was deployed,” even though the husband isn't the contracted borrower. This activity code should still be processed because a military trigger word was mentioned.
SSRF
SC/CCAP reports consumer account information to these three major National Credit Reporting Agencies.
Experian, Equifax, and TransUnion
A customer says, “Don't call me on Sundays.” Rather than automatically processing CDRQ, this may be the more appropriate option if the customer only wants calls stopped.
DNC Do Not Call
Before a repair check can be released to a repair shop, these four things are needed: the insurance estimate, this tax document, the final invoice, and verbal confirmation that repairs are complete.
W-9
On a Bankruptcy call, associates should say “the account” and “the vehicle” instead of using these possessive words.
"Your account” and/or “Your vehicle"
Before an OOC request can move forward, the first payment must have been made, title must be perfected, the account must meet the required due status, and transportation must be no more than this many days away.
30 days
A customer asks for accurate late-payment reporting to be removed “just this once.” Under the training, CBR cannot provide this type of removal.
A courtesy or goodwill removal
A customer says, “I've hired an attorney to sue Santander,” but provides no attorney name or telephone number. This activity should still be processed.
POLG — Potential Legal
A repair shop calls because its W-9 was rejected. You see this activity code indicating the vendor could not be verified.
VNVR — Vendor Not Verified
VNVR — Vendor Not Verified
A Chapter 13 account shows Plan Treatment – Inside. Payments must be made through this party rather than directly by the customer.
Trustee
An associate processes OOCC but forgets to document the customer's email, fax, or mailing address in Activity Notes. The training says this can result in this type of violation.
A CAP violation
A customer submits the exact same dispute previously investigated and provides no new documentation. Instead of initiating another investigation, handle it through this process.
The complaint handling process
A California resident says, “I want to opt out of you sharing my information.” This process should be followed rather than completing a CCPA intake form.
BAU NPPI Opt In/Opt Out process
You see PORR on a repair claim. It tells you proof-of-repair documents have been received, but it does not tell you this.
That the documents have been reviewed or approved
A customer in Wisconsin wants to voluntarily surrender the vehicle while in Bankruptcy. Unlike most states, a recorded surrender cannot be used; this is required instead.
A signed Voluntary Surrender form requested through the BK Mail Tracker
A customer submits an insurance ID card as proof of coverage for an OOC request. It isn't acceptable because the associate needs this document showing comprehensive and collision coverage and the appropriate lienholder/loss payee.
The insurance declaration page
In a CDIS, Response Code 07 means the tradeline was deleted for this reason.
Fraud
A customer says, “Stop calling and sending me anything about this account.” After confirming the customer's intent, the associate processes this activity code and tells the customer a written request must be submitted within 10 days.
CDRQ
An insurance adjuster requests a Letter of Guarantee, but the LOG amount is below 90% of book value. Before requesting the LOG on the retail account, this process is required.
Low Value Settlement, or LVS
Low Value Settlement, or LVS
A Chapter 7 customer asks about reaffirmation. The account is 30 DPD, has a $2,000 balance, hasn't matured, has no repo or insurance proceeds, and is within 60 days of the original 341 meeting. This is the next step when the remaining qualifications are satisfied.
Submit the reaffirmation request to BK Reaffirmations
A servicemember leasing a vehicle receives qualifying deployment orders for this minimum length, potentially making them eligible for SCRA Early Lease Termination.
180 days
180 days or more
In a CDIS, Response Code 23 means the disputed information was accurate, but this happened elsewhere on the account.
Unrelated account information was updated