Call Flow
We read these 2 scripts prior to discussing account details
What are the MM and CRD?
After this many missed (mininimum) payments, an account charges off
What is 7 missed payments?
This is our sponsor bank.
What is TAB Bank?
When updating an address, we notate the ____and____address
What is the "old" and the "new"?
The 2 most common bankruptcy chapter numbers
What are chapter 7 and chapter 13?
The note we write when someone tells us wrong number for the 3rd time
What is "five9. wrong number. disabling contact"?
What are interest and fees?
Annual fees get assessed at this point.
What is after the first statement cycles?
List 4 types of account updates
What is a payment, address update, email update, phone # update?
There must be this on the CI tool 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 from SAH?
RPC dispositions push out contact this many days
What is 14 days?
Charged off accounts have this bucket number.
What is bucket 8?
OK2SW stands for
What is make sure it's unique?
We should still be doing this when handling DC accounts
What is attempting to collect/persuade?
This is our go to credit reporting talk off
What is "we report accurately to the credit bureaus every 30 days. If you'd like more insight into credit reporting you can always reach out to the credit bureaus directly."?
This date no longer matters once an account charges off.
What is the due date?
APR stands for....
What is Annual Percentage Rate?
EFTA stands for
What is electronic funds transfer agreement?
We create Zendesk tickets under which categories for a Florida attorney account
What is C&D AND BK (or DC)?
We can verify this if a CH does not want to give out DOB or last 4 of SSN
What is email or mailing address?
A customer cannot do these things once their account charges off.
What is reopen the account, use their credit card, have their charge off reversed.
This is the difference between the mini miranda and the call recording disclosure
What is collecting on a debt vs call being monitored and recorded?
The step by step process for OB phone number update
What is
1. EV
2. Perform new call on new number
3. Reverify with MM and CRD
4. Update in CI
DCs cannot do this even with a valid C&A
What is making any account updates or future payments?