Demos on a Call
What are the four demos?
Email, phone, address, POE
What information should be included in a "VERIFIED DEMOS" comment?
"VERIFIED DEMOS"
When is processing dept most likely to do demos?
Repeat customers and inbound xferr calls.
Can we do partial or skipped payments? Why or why not?
Customers can make a partial to avoid a late fee, but they must make up the rest of the payment as soon as possible. We do not allow customers to skip payments.
Which status indicates the account was filed with the court.
Filed
Why is it important to ask open ended questions?
To make sure the customer gives you the correct answer
What information should be included in an "UPDATED DEMOS" comment?
UPDATED DEMOS- address, phone. etc
What are the two admins used by processing and who are they for?
1. The Processing Admin is assigned to a First Contact.
2. The Reviewing Admin is assigned to an Underwriter.
When should you get demos in collections? (Hint: this is different than the 30/60 day rule?)
When an account goes past due
What are the two primary admin names for the Legal department?
1. Pending Legal
2. Legal Team 1
When in the phone call should you ask for demos?
At the beginning, BEFORE PUTTING ON HOLD OR TRANSFERRING!!!!!!
Tell me the steps in PLM how to properly update employer:
Add, Swap, Delete
What to do when a Customer calls in to go over terms? (3 things)
What day are accounts moved to pending legal? And what prevents that?
Pending legal at 60 days, if they make a payment by day 59 they will not go into pending.
What do you do if you answer a VOE call for legal?
Make comment: who called, from where, for VOE. Then leave a follow up for the legal person who left the last comment.
What information is needed for new employment? (There are 2)
Employer Name and City they work in
What do you do in the POE section on an account when the customer tells you they are unemployed?
Add swap delete for old POE and update Employer section to "UNEMPLOYED" (in caps)
What do you do when an employer calls back to verify employment? (3 things)
Why/when does a customer need to be put in a payment plan?
When they still have a balance at the end of their original payment schedule, and when they are working with debt consolidation companies (PDLA’s).
What happens to a customer when they get to legal and demos haven't been updated?
Legal can't move forward and Lift Credit potentially lost out on money. (AKA Travis lost money)
What accounts does everyone in Lift do demos for? Describe the chart we follow.
If NO contact in last 30 days, get demos. If contact in last 30 days, make sure demos have been updated within the last 60 days.
What should you do if the customer provides a PO Box as their address?
Request for them to give you a physical address to update in the address section, then you can update the PO Box in mailing address. (We need to know where they are actually living)
How can you tell if an account is ready to be reviewed by an Underwriter (2)?
1. There is a Reviewing Admin assigned.
2. All 5 statuses are added on their account
What can you do on Knight Ready and Knight Sent accounts?
When an account is in Knight Ready they must make a payment to avoid being sent to Knight. If they are in the Knight Sent admin, check in the notes when it was moved from Ready to Sent. If it was within the last week, we can work with them. If it has been more than a week they will need to work with Knight directly.
Which bankruptcy status allows us to continue to collect our funds?
Bankruptcy Dismissal