Call Center Procedures
Define Intend to File
(The customer has advised us that they are thinking about working with a debt management company )
CCCS: What email do we send when a customer has called in with Intend to file?
807A
If a payment is pending can we revoke the ACH?
Yes, we can proceed with the request to revoke the ACH. However, we cannot assure that this action will successfully prevent the pending payment from being processed.
Can you transfer a customer to the Bankruptcy queue?
No, THE BANKRUPTCY DEPARTMENT DOES NOT HAVE A TRANSFER QUEUE.
What question should be asked if a customer calls to revoke their ACH?
"May I ask what the reason is for revoking the ACH?"
What should the case notes status/disposition be if a customer enters credit counseling without a signed POA on file?
Case Type: Customer Service
Case Status: Closed
Activity Type: Documentation Request
Reason Code: Send Borrowers Authorization
What email would you send for Intent to file Bankruptcy- attorney not retained?
804a
When should you revoke an ACH?
Revoke ACH Access only if the customer requests (or if there’s a filing date/case Number)
List the different types of chapters in bankruptcy?
Chapter 7
Chapter 11
Chapter 12
Chapter 13
WI Chapter 128
If you sent email 602 and received the POA information, what would your case status notes be?
Case Type: Credit Counseling
Case Status: Escalated
Activity type Work Case
Reason code: Receive POA
Bankruptcy Intend to file - attorney not retained: What would the Case notes status/Disposition be?
Power of Attorney (POA), why is it necessary?
A legal agreement between the customer and their DMC which is signed and notarized. It will authorize the DMC to make financial decisions for the customer and make updates to their account on their behalf. This allows the DMC to consolidate their debt and/or negotiate a settlement with CCCS.
What is the contact information for credit counseling services?
Credit Counseling Department Info
Phone Number: 888-627-3545 Monday through Friday, 8:00 am to 4:30 pm CST.
Email: Creditcounseling@enova.com
Could you provide the link to the Wikipedia page for Bankruptcy?
What email would you send a LOC customer if they Already Filed with POA?
602
If a customer has a Case Number, when should you revoke ACH?
Only revoke ACH after the bankruptcy case is created in Portal.
What Scenario is email Email 807B?
The customer has advised us that they are working with the debt management company, but we do not have a POA on file
Why do we revoke the ACH?
We revoked ACH because all that will go through the DMC while the CS case is open.
Sometimes, customers will call in without explicitly mentioning the word "bankruptcy." Often, the first thing they say is?
"I need to cancel (Autopay) ACH."
If a customer tells you they're working to consolidate their loan, what process would you follow?
Credit Counselling
Bankruptcy: If a customer has an Attorney, what information do we need?
The attorney's name, telephone number, type of bankruptcy, and case number if provided
What scenario is email 804b?
Bankruptcy: Attorney retained without attorney contact info
Why is a POA needed?
CCCS doesn't work directly with the customer, so a POA is needed to move the process along. Creating a CCCS case notifies the CCCS team that they can begin communication with the DMC, so we would only create that case once we have the POA.
What is Bankruptcy?
Bankruptcy is a legal process that allows consumers and businesses to eliminate or repay some or all of their debts under the protection of the federal bankruptcy court.
When should you open a Credit Counseling Case?
Already Filed with POA