Tabs
What information can you find in the Collector tab in NLS?
Days Past Due, Current due, Fees, Notation
What information can you find in the Task tab in NLS?
The history of tasks for the account
Provide the steps to set up a task.
Click on HOME tab, click on the Add arrow and select "Add task", Select correct TEMPLATE, Start Date (today's date), Due Date (two business days from today), Subjet = Account number
What are the parts of the “Call flow” based on the script?
Opening, verification, negotiation, branding, closing.
What is a difference between a 3rd party authorized and a POA?
3rd party has authorization on the account based on the documentation signed, POA is to represent or act on another's behalf in private affairs, business, or some other legal matter.
What information can you find in the Main tab in NLS?
Per Diem, Days Past Due, Interest Rate, Loan Term
What information can you find in the In History tab in NLS?
This is the fingerprint of the account, any movement or modification will be here
Provide the steps to set up a onetime payment for today using a new card (no information on website) in BillingTree.
Select Vterminal, fill the corresponding information and process the payment
How does the ZIP program work
Customer has a specific time frame to pay off their loan without paying any interest, as long as they are never late on their cycle payments and pay at least the regular payment amount
On which tab can you locate a 3rd party authorization form or a POA?
Comments
What information can you find in the Detail 1 tab in NLS?
Modifications available for customer and modifications customer has used
What information can you find in the Collateral tab in NLS?
Description of the vehicle, Location, Dealership, Values, VIN
What is the process to provide a payoff for ELDERLIFE accounts?
Click on HOME tab, click on the Add arrow and select "Add task", Select a PAYOFF REQUEST template, Start Date (today's date), Due Date (two business days from today), Subjet = Account number
What should you do when a non-authorized 3rd party is requesting info on a loan?
Give the unauthorized 3rd party script. Repeat as necessary.
What is a principal balloon payment?
Amount still owed on the account after the maturity date
What information can you find in the Detail 2 tab in NLS?
Next Call Date, Collection Status, Verification for Yamaha
What information can you find in the Payments Due tab in NLS?
All payment customer is due for
When disabling auto-pay, what needs to be removed in the Status Code?
ACH status
If a customer requests a Supervisor, what would you say & how would you proceed on handling the call?
Try to de-escalate the call first with an excellent customer service, if not possible, transfer to a supervisor
What payment methods are available on a repo-initiated status (condor and yamaha synchrony excluded)?
Western Union / Money Gram
What information can you find in the Comments tab in NLS?
Comments from other reps/system, documents
What information can you find in the Transactions tab in NLS?
The reason why a payment was returned
Provide the steps to set up a one-time payment with a checking account in NLS.
Home, automated payments, add, description to 1xpmt and date of today, fill in tabs (main, amount and frequency), provide breakdown and payment disclosure and how it will appear on statement
What is the proper way to update detail 2?
Change the Collections status and next call date in details 2 and save the changes
When are we NOT required to ask for RDF (Reason for Delinquency) ?
When customer is current and wants to make an extra payment