Early Stage
What must be read before going over account specific details with our customers/authorized users
The Mini Miranda
At what day past due do we start sending cures via Defi or queueing for a cure to be sent from our amazing LaBrianna?
31-days past due or higher.
Does a customer become at risk of repossession at 45-days past due or 46-days past due
46-days past due
If you see "Repo on Hold" or "Repo Assigned" for an account, do you take the call or do you advise the Customer Service/REM agent to transfer it to the responsible Repossession agent?
Have Customer Service/REM agent transfer it to the responsible Repossession agent
What sport is Jerrell a professional at?
Golfing
When speaking to a customer over the phone, what should we confirm is correct and up to date?
Contact information
If we speak to a customer over the phone and they do not process a payment with us over the phone and they're 31-days past due or more, do we still queue for a cure to be sent?
Yes.
If a customer is facing long-term financial difficulties, what are some options we can give the customer?
Selling the vehicle, Account Assumption (if lease), or Voluntary Surrender
If you see in the notes that the repossession approval process has begun but not yet assigned, what form of payment can we accept?
Wire/Cashier's check
What topic is NOT discussed in the "Water Cooler Chat"
Food
At 20-days past due or later, what must we advise the customer if we're not taking a full payment over the phone that day
Credit risk statement
If a customer expresses dissatisfaction via deferred communications (email, letter, etc.) however does NOT require escalation, do we submit this in C360 as a complaint?
Yes. Deferred communications that express dissatisfaction require a C360 complaint to be submitted.
Customer is past due three months and can only make a one-month payment today, what can we offer to assist the customer?
Deferral
To queue a Voluntary Surrender, do you email Katie or queue via Manuel Queue Routing under the Collections' tab?
Email Katie... just kidding. We queue it via Manuel Queue Routing under the Collections' tab.
Finish this sentence: "Go forth and...
"Be Great"
What must we disclosure during every call?
Total past due/balance owed
When servicing customers or skipping, what tool is great to use for checking to see if the customer has more than one account?
360View
Customer has an active bankruptcy on their account but have not been offered a deferral before in the past. Can you offer one now?
No. Active bankruptcies are a disqualifier for deferrals.
If you see a wire was received for an account that is "Assigned", do you upload the wire and notate the account or send it to the Handling agent?
Send it to the handling agent so they may verify and place account on hold.
If there is karaoke and you see Shannon, what do you do?
What must be asked during every call and is best to ask right away to better form a solution for the customer while servicing their account?
Reason for delinquency
An account is 119-days past due and is an overterm lease. Account is not out for repossession however is on the new contract. Does this account go to Collections, T-Bone, or REM?
If "Repossession Confirmed" is on the Spine and the customer is calling about Post Repossession activities (NoS, NPP, redemption/reinstatement), and assuming they already spoke to the Repossessing agent (T-Bone or LG), who do we transfer the call to?
Alvin
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