Call Opening
Demonstrate how we introduce ourselves on every call
"My name is ___ from VineBrook Homes collections department on a recorded line"
What is educating the resident? Give an example
Negative Rental Record
Late fees
Eviction and Eviction fees
When is it inappropriate to use empathy?
NEVER!!!!!!!
When should we pitch auto pay?
Give me an example of a valid RFD
Pretty much anything that speak to income loss or loss of money
Loss of job, loss of hours worked, car broke down had to get it fixed etc
How do we verify we are speaking with the resident on both IB and OB calls?
IB- address, 1st and last name,
OB- first name
You make an outbound call to a resident on the 15th of the month and the NTL expired on the 12th of the month. The resident advised that he/she can pay the upcoming Friday. What is your response?
Your notice to leave letter has expired and you are now subject to an eviction filing. You will need to pay as soon as possible to avoid an eviction. What is your RFD? or can you borrow? or both
When is appropriate to speak aggressively to a resident?
NEVER!!!!!
What should we recap on the call?
Key points in the conversation, EDU, Solutions offered, PTP
When is the correct response to a resident who says they have their rent and not their late fee?
I am unable to take your rent without your late fee
When and how do we ask for payment in full? Both on IB and OB calls
You have a current balance in the amount of $____ what payment method would you like to use today?
When on IB- After Intro and demos
When on OB- After Intro and asking for PIF
What is negotiation? Give an example
Giving applicable solutions
Paying with check before the 1st, RA, HS, borrowing, 401k, etc
When are you permitted to speak over the resident?
NEVER!!!!!
What key points should our call notes consist of?
rfd, edu, solutions, ap resolution, ptp
What is a good response to a resident who says their RFD is due to paying other bills?
I definitely understand however it is very important to prioritize your rent over your other bills as you don't want to face losing your home and creating a rental record that can prevent you from getting approved for another home. What is your plan to pay your rent on the 1st next month?
After we ask for a PIF on an OB call and the resident responds, I am not paying until next Friday, what is our response?
Ok lets start off by getting your updated contact information
You make an outbound call to a resident who gets a 30-day NTL that expires next month. The residents say they can’t pay until the last day of the month. What is your response?
late rental record
Tell me our two goals as collections clerks
What other than auto pay should we ask at the end of the call?
You plan to pay on time next month?
What is a good response when the resident’s RFD is their pay period?
I definitely understand I don't get paid on the 1st either I just have use the check before the 1st. Pay Period is unfortunately not a valid reason to pay and you've paid $___ in late fees etc
After we asked for demos on an OB call and the resident told us prior to demos that that they can’t pay until Friday, what is our response?
Since you are currently ___ past due and in breach of your lease how can we process a payment today?
You take an Inbound call from a resident on the 10th of the month, and they pay the balance in full with you. Walk me through the remainder of that call.
Ask RFD, EDU, Give applicable solutions (Negotiate), ask about next month, recap, thank, end call
What is the ability to understand and share the feelings of another person?
Empathy
What is a good response to a resident that says I pay my rent late every month, the PM knows, and I’ve been here 5 years
Talk about late rental record that affects applying elsewhere and/or things are changing and they are reviewing payment history to determine renewals