DOCUMENTATION
What do we notate in Temporary Notes?
Payment arrangement notes
AND
"OOS GIVEN"
Explain SAME DAY NEXT DAY rule.
An agent will get this protection on an account if they have done one of the following;
- called a number on the consumer’s account
- left a message on an answering machine/voicemail
- spoke with the consumer and documented the account as a refusal to pay.
Next day refers to the next business day.
What information can we find in ALERTS window?
- Account out of statute of limitations.
- State laws
- Represented by an attorney
- No letters / No calls
- Worked today
- Payment received today
- Client notifications
When would you use NCNM?
- No answer
- we did not leave a message
- person did NOT verify their name
What do we have to state after Mini Miranda and applicable disclosures?
Account owner, original creditor and account balance.
Explain the structure of PPA ans PPA-SIF notes.
What do we write down in 1st, 2nd and 3rd line?
1st - total amount promised, amount of payments and how many payments
2nd - starting date (or month) and ending date (or month
3rd - how many payments they made so far, payment method and the date you updated notes.
Explain the policy in regards to NSFs , DECLINES , and BROKEN PROMISES.
*hint* these are all Artiva statuses
An agent has 24 hours from the time the payment NSF’s, declines or moves to broken promise to recollect the money. If the agent is unable to meet this criteria, the account should be recycled and placed in HOT status.
How do you know if someone is sending (throwing) you a call?
A blue bar will show up near the top of the screen, giving you the option to ACCEPT or DECLINE a throw.
When would you use RPPA?
Account holder or an authorized party is setting up payment/s towards the balance in full.
What PDEs you must verify on an outbound RCS call?
at least 2 out of the ones listed:
DOB
last 4 of SSN
ADDY
The account was previously settled, account holder is calling in to request a letter of resolution. What two action codes would you use?
DSOF - to create a letter
RPNP - to document a call
When do we put an account into PROMISE status?
Never.
Only DSC agents can put an account in PROMISE status.
Where can you open account holder's credit report in Artiva?
Under "Link" on the blue menu
When would you use RCYL ?
to recycle an account to ACTIVE status.
What questions can you ask a third party?
we can ask for:
- better time to reach account holder
- better number
- home address
- account holder's place of employment
Explain the documentation and process of a wrong party contact.
1.Perform action code “WPBP” Wrong party, Bad Phone.
2.After choosing the action code above document the following:
- The last 4 of the phone number and why it was bad. (i.e., Not in service/Disconnected/Wrong number/No longer employed)
2. Mark the number BAD and WRONG
Explain "HOT" rule and EXTTENDED HOT rule.
HOT status - when there has been right party contact and it has been noted the consumer has intentions to resolve. The account placed in HOT status is protected for five (5) business days.
EXTENDED HOT - an agent may request to extend the HOT protection until a particular date (up to 30 days.. The agent MUST get a second voice from a manager or Team Lead. Once the extended HOT expires, the account can then be worked by other agents.
What information is located in the Bank card window that pertains to the account?
1. Merchant
2. Purchaser
3. Charge off date and amount
4. Last payment made, date and amount
5. Original Creditor
6. Service date
7. Card type
8. Original account number (card number)
When would you use RPCD?
Consumer states they no longer wish to be contacted. They have invoked their right to enter a verbal cease and desist.
What are the 4 elements of sale?
1. Decision maker
2. Creating Need
3. Creating urgency
4. Closing
Explain the process for call back after making a right party contact in the last 7 days.
1. Set up a call back within the 7 days
2. Use an action code to request call back override from your manager (REQCROVR)
3. Inform you manager of this action
4. **manager uses an action code to open communication for 1 minute** (ACROVR)
5. Call the account holder. You one right party contact allowed during those 2 minutes, and the most of 2 attempts to call.
What should you do if you get an inbound with DSC-CND account status?
If active with an attorney or a DSC - send it to TA
If no longer represented - work it.
BUT remember:
- ask for permission to call them back
- do not offer lower than CLT AGG.
What does the status PPA-COMP mean?
for bonus points : explain two ways how the account get get into this status.
Payment Plan Arrangement Completed.
1. Consumer paid off his settlement agreement (in any frequancy besides SET)
2. Consumer made partial payment arrangement towards their BIL, the payment arrangement was completed and we have remaining balance to collect.
When would you use PL95?
Consumer requests a placement letter be sent to their mailing address.
Account holder made a payment with his checking account today, that settled his account in full. He is also asking for a letter stating that the account is resolved, to be sent to his email ASAP. What should your answer be?
Since you made a payment with your checking account (check by phone) we can send you a letter of resolution 30 days from your payment.