On Route
Advisors should never do anything that would place an account in this route if it is currently out for repossession. what route is it?
05 route, Promise to Pay
What will the flag say on Military account?
Military Deal
How many times can an account technically be saved?
Once
DT Ally First payment default occurs if an accounts fall ___ days past due on their first payment?
11+
Subject in a DT Concierge ticket can be as simple as
Name of concern, name of the ticket, category of ticket, etc
S01 should be transferred to which department?
Reinstatements
The repo banner appears in Vision ___ days before the repossession
28 days
APR will be lowered to what percent for SCRA benefits?
6% APR
the "P" in POT Calendar stands for?
Potential
Why would a New Loans customer receive a frequency change or a Due Date change?
If there was an error with the dealership
A required field is highlighted in ____ in DT Concierge
red
7-10
Which department does not allow you to work or translate the account - and asks of you to notify their designated spanish rep
Bankruptcy
What do we require on a volley for all Military customers - active duty or not?
Signed Volley Form
Back End servicing advisors handle accounts that are ___ + days past due
61+
Accounts with sale dates of ____ days or less and 72 DPD or greater are eligible for repossession
180
Help Desk/ IT requests are located primarily under which two main categories?
Report a Problem and Request Something
H33 route is different from H34 route because an H34 means what?
that a recovery agent has been assigned.
You enter vision and the account is assigned to G - which department is this
if an SCRA customer's vehicle is sold at auction , what will they not be responsible for?
Deficiency balance/remaining balance
saves are counted based on the delinquency bucket at what time of the month?
The beginning
90
Customer has 2 accounts and made a payment to the incorrect account. What is the Main Category, sub category, and Ticket name?
Accounting Operations, Accounts receivable, Payment Correct Form or PCF
Charge off payment plans are on a ______ frequency
monthly
Customer ___ ____ returned and now it is route to an 08 which will soon route to a ____ if it is not recouped.
Down Payment, 35
SCRA benefits are only for military customers who are on ____ ____
active duty
customers will not be able to see the amount to _____ a repossession online, they will only see the amount to bring the account ________
cancel, current
Go-Fi First payment default occurs if an account has fallen __ days past due on their first payment?
45+
A completed Welcome call has what notation for the Activity Type in Vision? What about an incomplete Welcome Call?
DC, DE
If an account reaches ______ days past due at the end of the month, it will charge off
120
An account is already in a 13 route and the customer is asking what are next steps - what is the first thing you should do?
Read the notes. The Total loss department puts all updates there. This is a normal servicing call - only instance we would need to reach out is if the insurance company is on the line
What modification type will alert you that a current Military customer has active SCRA benefits?
APR Change
For a DriveTime account, charge-off can potentially occur at ____ days if the account is not _________ Eligible
90, SuperMan
New Loan arrangements can not be set past __ DPD unless there is a ___ letter sent out
10, RTC
For Colorado, what Document must you submit for in order for the customer to complete their move request - Who does the document need to be sent to?
Copy of Title, and the DMV
_____ _______ will be cancelled after a charge-off and customers will no longer have access to ________
ancillary products, online portal (SSP, BC APP, all related to app or website is applicable)
For a Massachusetts customer, we can only collect on ___ ____ payments and cannot probe regarding if they will make their _____ payments
past due, future or upcoming
90/90 Repo rule refers to what?
Accounts that are 90+ days past due with no rolled due date in the last 90 days are eligible for repossession with no Super Mandatory Eligibility
The Voluntary surrender on a New Loan that in unwind eligible informs the customer of what?
that due to the short length of time in the loan - there is a possibility that they may not be negatively impacted by the contract and there may be a possibility for a refund - though not guaranteed.
5834
What is the difference between PCO and COST
COST is for customers not in a performing payment plan and PCO is customers on an active payment plan
Gold notes in vision - manager notes to ensure that there is not a first or second payment default.
What website does Bridgecrest Military dep scrub each Friday?
Department of Defense
What is Superman Eligibility?
An account between 91-119 dpd at the end of a month with net cash of $54 dollars or more over the previous calender month. - we are preventing an account from charging off after 9- days
For New Loans accounts - their regular payment is 253.85, they are wanting to make a ptp for tomorrow. What amount would u set the PTP for?
$253
What two legal documents must we have on file for a deceased customer if a third party wants to speak on their behalf?
Executor of Estate and Affidavit of Personal Interest
secure, repossession
What are the two common routes for COST team
C01 and C34
Military customers get paid when?
1st and 15th of the month
A customer has a repo banner for $54 to prevent repossession due to 90/90 rule. If they go out for repo, what must they do/pay to cancel the repo?
they must roll enough due dates to bring the account under 90 days past due.
For a New Loans customer, they are wanting to make a ptp for their amount to roll which is $451.67. What amount would you have to advise them to pay for the ptp?
$456
As of 08/19/2024 this state was no longer assessed late fees
Minnesota
Once a loan is charged off, all customer payments will go towards _______ and not ______ or ____.
Principal, interest or fees
Normal routes, they have the same routes as regular active servicing customers.
Massachusetts customers hit a ___ _____ period if they hit ____ DPD for the first time.
Debt Validation, 30DPD
What are Carvana's 5 clear repo Delinquency days. For example, for Drivetime, there is 90/90, 72, 91, and 120.
90,91,100,110, and 60/45
Customer is out of danger of the unwind process (payment wise) once they have paid what in the loan?
their first two payments
Customers in ___ ______ receive a RTC letter after 10 DPD
New Hampshire
A customer whose vehicle has been recovered has the opportunity to pay 1_____ payment, 1______ payment and half of a _____ payment to do a _ day sales hold to prevent it going out to auction.
biweekly, semi month and half a month payment for a 7 day sales hold