SOP
Name the parties who are able to approve a PSA Settlement with no additional funds required
Who is the Main App, Co-app, and POA?
This number represents the minimum percentage needed to pass QA.
What is 92?
If a clients DNL Status is in repayment, can we set up an ETCP?
What is No?
We review 4-5 calls for every inbound agent a month and provide a score and feedback to the representatives
Who are the TL's
SOP
Standard Operating Procedure
This amount of days is needed to complete a skip draft
What is one?
Live Chat is available for how many portfolios
What is all (26)?
A weekend draft is processed when?
What is On Monday?
We use the financial hardships of the client to work with creditors for a settlement that our clients can afford
Who is Negotiations
FDCPA
Fair Debt Collections Practices Act
When a negotiation case is set they have 30 days to complete - what do they have 3 days to complete
What is send POA?
True or False, the batch team reaches settlements with specific creditors only
What is True?
What are two transactions that cannot be completed while a draft is being processed?
What are adding debts, changing bank info, ETCP, Remove Debt
Processes all release forms for client refunds
Who is Payments?
SLA
Service Level Agreement
What is required to add a co-app to an existing program?
What is a new POA and all pages of the contract initialed/signed by the co-applicant
Emails sent to clients are tracked in which section of which tabs?
What is the communications section of the related tab?
If a payment request is overdue and hasn't been completed within the SLA, who do you escalate to?
Who is your TL?
Who is the CLA ( co-located attorneys)/ In house Attorneys
WIP
Work In Progress
Can a client request a lump sum payoff on a client direct settlement? ( non - lit)
What is no?
What does P.R.E.S.S stand for in regards to cancellations?
What is Proble, Reflect, Educate Sell & Save?
This many rebuttals must be attempted before any request to skip a draft is completed.
What is two?
We are responsible for creating all training courses in LMS
Who is HR/Learning and Development?
S.A.M
Strategic Account Manager