ACA Policy's
Accounts charged off and they are making a payment with speedpay. What script do you read?
For bankruptcy and charge-off customers – do not disclose Autopay as a free option as it is not available to customers with accounts in these statuses.
What do we need from customers to locate a missing payment?
Missing payment Workflow
Running/full bank statements
Do you take a payment from a customer if they told you that their vehicle was picked up?
NO, transfer to reinstatements
Sp Limited, 29 dpd, Monthly payment $500.00, ext: NO, 3 Payments Made, 8 Broken promises, Unexpected expenses. Cant do anything today, Will be able to make 350.00 on Friday 7/26.
Ask for a today payment with a benefit statement of Credit reporting. Counter offer for a full monthly payment to bring under 30 dpd before end of month.
When was ACA Established
2007
What is a best practice when processing any payment in speedpay?
Pause and resume
What is the process if you get a customer calling in stating that their vehicle was just picked up?
Non charge off, Not limited in sp, What do you need to collect to place a hold on reposession?
A secured payment of an amount that clears a due date within 7 days.
35 dpd, Monthly payment is $500, Owe $250 to clear June's payment.
Calling today to pay $180.00
What are the locations of ACA?
BOISE, Spartanburg, Atlanta, Grenada, Honduras, Jamaica, Barbados
What do you need to do if the customer agrees to pay the full total past due with all fees?
Read the script that states (if customer wishes to cover late fees as part of the payment)
“Since you have agreed to pay a full payment plus unpaid late fees, we will allocate $X.XX of your payment towards late fees.”
What is the process if the customer mentions getting an attorney or speaking with a lawyer?
Reach out to leader and transfer call to supervisor or team lead
Account assigned, customer is calling in to make a payment, and states that the tow truck driver is there.
You must advise the customer they need to let them take the vehicle, and to call back to speak with reinstatements in an hour.
If there is an account for a proactive extension, and the customer is 65 days past due, How many payments would they need to make to honor the extension?
2 payments 1 ext.
What is ACAs Vision
To empower the emerging credit consumer to purchase reliable and affordable transportation.
What is our company WIG?
Servicing WIG?
Site WIG?
3.0%ROA laying the groundwork for the future of 6.0% ROA
11.6% or Less Loss Rate
To end in the top 3 by stage and location month over month until the end of the year.
What is correct process for verifying a RPC on an outbound call?
First and last name, your name, company name, QA, Verify address including city state and zip, DOB or Last 4 of SSN, Mini Miranda
We have read the 24 hold script, and the customer is concerned about the vehicle being picked. What can the customer do to know for sure it was placed on hold?
They can view the status of their account through their online portal.
A customer calls in after their vehicle was repossessed. They are not wanting to redeem it, but would like to get their belongings. WWYD
If the customer does not want to redeem the repossessed vehicle and only wants to retrieve their personal items, look up the repo forwarding company in RDN or in the Agent Admin App > Repo Management menu and provide the phone number for that vendor to the customer.
How long has the Boise site been open?
3 years in August
What is required to be placed on account to avoid potential repo exception?
Notating account correctly and accurately
Accurate promise amounts and dates
24 hour script
Read the repo script- ask if they still have possession of vehicle
IB call- comes in verified and the person you are speaking to is not the name that popped up. What process would you take?
If authorized 3rd party, also verify manually their name, DOB, and Last 4 of SSN
Charge off account 180 dpd assigned for repossession, Monthly payment is $420. What do we need to do to place repo on hold?
Same day debit card payment only for at least monthly payment, and a payment every 14 days until account is current.
123 dpd, today is July 23rd, Monthly payment is $620 Total past due w/ fees is $2600.00. ext: yes, Has been oow for 5 months due to medical. Cant pay anything today, Can make a payment on 8/1 for $620.
Counteroffer for 2 monthly payments sooner with a benefit of avoiding Charge off. Leverage an ext if needed to help bring the account current before end of July which will help with our 31+ report.
What are ACA's Guiding Principals?
Integrity, Partnership, Humility, Principled Entrepreneurship, Initiative, Fulfillment