Call Flow
We read these 2 scripts prior to discussing account details
What are the MM and CRD?
After this many consecutive missed (minimum) payments, an account charges off
What is 7 missed payments?
This is the company we were formerly known as
What is LendUp?
The type of verification we perform before making any account updates
What is Enhanced Verification?
We must always read this script to any 3rd party
What is the CRD?
The note we write when someone tells they recently took over this phone number and do not know the CH
What is "TCN. wrong number."?
This stops getting assessed to an account when it charges off
What are interest and fees?
We can only accept debit card payments if they are backed by this
What is a bank?
The SMS Verification tool we use for Address Updates
What is IDology?
There must be this on the Mission Control profile in order for us to be able to speak to a 3rd party without the CH on the line
What is a VALID super sticky?
RPC Call Responses push out contact for this many days
What is 14 days?
Charged off accounts have this bucket number
What is bucket 8?
The type of letter we send when a cardholder wants their settlement in writing prior to acceptance
What is Offer Letter?
We must check this in Mission Control before updating an email
What is uniqueness?
We should still be doing this when a cardholder tells us they are working with a DC
What is attempting to collect/persuade the CH to work directly with us?
This is what we advise a cardholder after reading the MM
What is charged off status with a final balance of "X"?
This date no longer matters once an account charges off
What is the due date?
The duration of the RPBD (Return Payment Buffer Date) window
What is 10 business days or 14 days?
The amount of accounts that can share the same phone number
What is two?
We will process a Cease and Desist if a cardholder gives us their Attorney Name and any of these 3 other pieces of information
What is Attorney phone number, email, or mailing address?
These are all of the combinations of Alternate Verification
What is..
DOB + Email Address
DOB + Mailing Address
Last 4 Social + Email Address
Last 4 Social + Mailing Address?
A customer cannot do this once their account charges off
(Any apply) What is reopen the account, use their credit card, have their charge off reversed?
This type of transactional fraud is a charge that the customer did authorize, they just didn’t receive the goods or services requested
What is a Dispute?
The tool we use to check for Name Correction updates
What is Tableau?
These are at least 3 of the Debt Consolidation Agencies we have formed a partnership with for some of our cardholders
What is (any 3) Freedom Debt Relief (FDR), Turnbull Law Group, Beyond Finance a, JG Wentworth, Americor, Cordoba, DebtBlue, Five Lakes Law Group, Credit Associates and ClearOne Advantage?