Routing
Refiled CH 13 or CH 7 with or without a BK Tab open in System, Where would you route this account?
Potential BK
What is required when processing a reinstament?
What are the 2 options the customer has available when a payment is required certified?
Western Union & Money Gram
BK dropped, no longer valid, and everything goes back to as is as though BK was never filed; usually occurs due to non-payment or missing documents required to continue the BK
BK Dismissed
What is required on an outbound call for the customer to be considered fully verified?
Verify tey are who we are asking for.
Ex: "Can I speak to John Smith?" Response: "this is him"
Customer is a current Pre-mandatory with an active CH13, they call in and process a payment for past due amount of $3000 via IVR. They provide you confirmation number and ask when next payment is due, you let them know next payment is due March 2nd. Where do you route this account?
BK LOS Monitor Payment
In what instance would the customer only need to provide Notice of Filing and Proof of Insurance?
CH13 filed after repossession
When is certified payment required on an account for payment?
After repossession
BK is completed and person is no longer liable for the debts; person will no longer receive correspondence, monthly statements, or be able to view their account information online or via our app due to the discharge (unless they’ve completed a reaffirmation agreement and reaffirmed the debt)and will have to reach out to GMF for the most up to date account status; if customer decides to keep the vehicle, they must continue making the monthly payments, or they can surrender the vehicle , we’ll sell it an auction, and they will not be responsible or liable for any balance after the sale
BK Discharged
Who is considered an authorized individiual
Spouse of customer
POA or attorney
Customer account is currently in Mandatory. They call in and make a payment to bring account current, their CH7 Discharged and we verified valid reaffirmation in tools November 23, 2022. Where would you route this account?
Collections Active
Once you have verified all documentation received, what is the next steps for a reinstatement to be completed?
Send release to agent
Image signed release once received
submit GTA for 3811
route accouunt accordingly based on BK status
What is the receive code for Moneygram payment?
2583
court has granted permission for GMF to repo the vehicle although the BK is still active; we must receive approval from the customer’s attorney prior to contacting our customer to discuss the account to find out customer’s intentions to keep the vehicle and continue making payments or to surrender
Lift of Stay / Relief of Stay
Who is considered an authorized 3rd party?
Dealership
Financial Institution
Insurance company
3rd party with written consent
When a customer’s vehicle has been repossessed and we are notified of a new Bankruptcy filing where customer is eligible to gain back possession of the vehicle
BK Pending Reinstatements
When submitting the GTA for 3042, what is the GTA task type and take group used?
Account Services > Reinstatement Payment Allocation
Once a customer processes a payment through ACI and you can verify the pending payment, What are the next 3 things required on the account?
Place repossession on hold
Send Repo on Hold email
Route account accordingly based on payment amount and days past due once payment posts
allows the customer to keep things they owe and continue to make the payments (such as the vehicle); it waives the discharge on a particular item
Reaffirm
What is required by the customer on an inbound call to consider the customer as fully verified?
First and last name of person
GMF Account number or Address on file
One of the Following:
Last 4 of SSN
PH # On File
Email on file
DOB of customer
Customers account is in BK Pre-Mandatory. 87 days past due, they process a WU payment to bring account to 45 days past due with CH13 dismissal. Where would you route this account?
Collections Active
When you are in the process of a reinstament, who do we you send an email to to avoid sale and transport?
Asset Sales, Asset Transport, Remarketing Post Repo, BKsupport, bkcollections, asset request
For an overnight payment, what is the address we provide?
3801 S Collins
Arlington, TX 76014
Liquidation; Sale of assets which is anything a person owns that has monetary value to pay of creditors; usually unsecured debt such as credit cards or medical bills is erased/discharged when completed
Chapter 7
First and last name of caller
Name of customer on the account
Relationship to customer or company caller represents
GMF Account # or SSN