Show:
Universal Call Guidlines
Collections Call Flow
Compliance
Hardships/PMPP
Settlements
100

Dead air should not exceed ___ seconds per occurrence

15 seconds

100

What is this statement known as in the collections call guidelines?

“I'm calling regarding your Upgrade account that is currently X number of days past due and is delinquent in the amount of X. How would you like to set up that payment today?”

Purpose Statement

100

The mini Miranda must be said on accounts ____ DPD?

31+

100

Can a PCL enroll into a hardship for 6 months?

No.

100

PCLs have to be ____ DPD to qualify for a settlement and PLs have to be ____ DPD to qualify

PCLs 90 DPD
PLs 60 DPD

200

Team members must offer this at the end of each IB call

Survey

200

On past due accounts team members should ask the customer to make a______  if their account is not currently enrolled in any program or already has a SOTP/PTP.

Same Day Payment

200

The call recording disclosure (CRD) must be said within the first ____ seconds of the call?

30 seconds 

200

Can a PMPP enroll into autopay to ensure payments are on time?

No, autopay dosen't work with PMPP. 

200

Balances under $4000 have 24 months max to complete their settlement. Is this true or false?

False 

300

Team members should _______ the caller before placing the call on hold

Ask/Prepare

300

What should be done prior to developing a solution?

Identify reason for delinquency 

300

On what type of call does the call recording disclosure have to be stated?

Outbound 

300

How many payments can a customer owe upgrade at maturity date to qualify for a PMPP?

Customer has to be on the final payment to qualify for a PMPP.

300

On a charged off account what additional tab must be updated in spectrum?

Sale exclusion tab

400

_____ must always be left in the relevant system whenever an account is available

Notes

400

Name 4 solutions that may be offered to a customer when resolving the past due balance

  1. Schedule a One Time Payment (to cure full delinquency/past due)

  2. Schedule Multiple Payments (to cure full delinquency/past due) 

    • If unable to bring account completely current, schedule payment(s) to cure as much of the delinquency amount as possible 

  3. Enable Autopay (if account will be brought current same day) 

  4. Promise to Pay (if customer advises they will pay on a specific date, but does not want to schedule the payment)

  5. Hardship Enrollment (if eligible) 

  6. PMPP Enrollment (if eligible) 

  7. Submit Settlement/Payment plan (if eligible)

400

When taking a PCL payment in addition to the payment script what other script has to be read?

PCL addendum

400
How many months between the final HS payment and the maturity date do you need to qualify for hardship?

4 months, 1 full MMP is needed between the last HS payment due date and the maturity date.

400

Once a settlement is accepted what has to be emailed to the settlements team?

SIF1PEND template

500

What is it called when we have failed to follow a process and procedure from the customer’s perspective?

A Complaint 

500

What are the 5 primary categories of the Collections Call Guidelines (list them in order) 

  1. Purpose Statement

  2. Same Day Payment

  3. Identify Reason for Delinquency

  4. Develop a Solution

  5. Set Expectations

500

What must be done before giving balances on a PCL?

 Confirm last 4 digits of card # & complete MFA

500

By when should the first payment be scheduled for a PMPP to be reported current for life of the program?

By 29 DPD

500

How many days does a customer/DSC have to respond to a counter offer?

7 days