Deposit Change/NSF
What must be read when an adjustment is made to a deposit which causes a negative shortage for creditor payments?
Q12
What does the RI - NC Consent for Attorney Referral mean?
Agents must review with clients if they would like to be sent a list via email of NC licensed attorneys to assist with their legal/non-legal accounts.
When should a Pro-Se be ordered?
Agents can order a Pro-se when the complete summons is attached and the due date has not passed.
Who do you reach out to for PMA's?
(NDR & LORG)
NDR: Christina Sawin & Alan Wong
LORG: Hassan Sayed
Last resort: Mary Kate Rame
What must be told to the client if he/she calls in and the settlement was already approved via portal/email?
Creditor Payment Method
Bank Fee
Keep up with deposits as it may jeopardize...
Reviewing written confirmation once received...
The client called in on Tuesday requesting to adjust his deposit for the following week scheduled on Monday, what 3 things need to be reviewed by the agent?
1) 5 business days needed to adjust.
2) TL/Co-Cap Approval to make change
3) Read 90DD and advising the client of the 5 business day rule.
(Review Q12 if applicable)
For now, what 3 non-legal creditors do we review NC Consent Referral options?
1) Chase
2) American Express - Zwicker LO
3) TD Bank
How can you determine if C is fully enrolled in GLS?
Hover over GLS emblem and review effective date.
Review if GLS agreement has been signed.
See if the first deposit has cleared.
If an answer is due urgently who can you email to expedite?
What 5 things must be said verbatim at the beginning of Legal SIF Presentation?
Creditor name
Last 4 of the account number
Please be advised that this still a verbal agreement and not guaranteed until we receive written confirmation from CC.
OB
CB
When a client resolves an NSF for either full amount or partial, does 90DD (Q12 if applicable) have to be read to the client?
Bonus(100): Would an agent be required to ask about any changes to B/H (if updated in the last 30 days) after resolving the NSF?
Yes.
Yes.
Scenario:
The client selected Attorney Robert Culver to work on their legal account. She has not received the engagement letter from the Atty. What would be the next steps?
Answer:
The agent must advise the client to continuously call or email Atty again.
If it has been a long time, the agent can reach out to TL to review with Lauren C.
Explain the process for the 7 Day Exception Rule for GLS?
The client must be served within 7 days of GLS effective date (Scheduled date of 1st deposit)
Complete LI
Place RI for Summons Needed with RI note (if needed)
Obtain Pro-Se Approval just in case.
Sent Intake to GLS (Subject Line must include DS, CC, Legal Intake, 7 DAY EXCEPTION RULE)
Who are the owners?
Alex Kleyner & Daniel Tilipman
True or False.
60.36% [101%]
This is a PPA coded as a settlement.
False.
What are all the steps to update the client's banking information?
1) Check to see if the timing is appropriate to make the change and if there is a deposit that's near (Typically 5 business days is needed. 3-4, get permission from TL/Co-Cap). Push deposit out later (if applicable)
2) Get RN, AN, confirm if it's Checking or Savings
3) Confirm if C is the primary account holder
4) Send ATD (Check to see if C can sign during the call)
5) Move deposit (if applicable)
What law office is not referred to NC Attorneys if it is an active legal?
Zwicker and Associates
Name 6 scenarios for emailing GLS.
1) Answer due date has passed or is within 3 days
2) Court hearing has passed or within 3 days
3) Summons served in another state
4) Co-Defendant on summons but not enrolled in the program
5) GLS 7 day exception rule
6) C received judgment/garnishment and hasn't been served a summons
Who do you email for urgent document processing?
Kevin Galley
Jasmin Colon (on maternity currently)
Andrea Connor
Jasmine Gulliver
When presenting PPA, what must be explained to C?
TM can explain the reasoning of PPA (Our number one objective is to prevent the negative consequences that can occur once a judgment is entered against you or to prevent further legal escalation) and that the PPA may be reworked in the future if the client has enough funds available. (if offer term is greater than 6 months)
Name 5 things that have to be done for an NSF.
1) Try to resolve NSF (Full amount, a different amount in the next 30 days)
2) Read 90DD
3) Read Q12 (If applicable)
4) Advise C of the 5 business days needed to make any deposit change.
5) Ask if there are any changes with monthly expense/hardship that caused deposit change.
Name all the steps and required items when referring the client to NC Attorneys for non-legal/legal accounts.
Review Account Resolution Options
Send out a freeform email with the list of attorneys for non legal accts. and send "Account Resolution Options" email.
Set up RI's:
Consent for NC Atty & can close that one right away
RI for Pending C confirmation of Contact atty and advise to contact w/in 24/48 hours and hold.
Name all of the non proSe states.
North Carolina, Oregon, SD, Alaska, Guam, PR, VT, Virgin Islands
Small Claims for IL, CA, MA, SD
What States are considered Appearance States?
(hint: 6)
Missouri
Pennsylvania
Hawaii
Illinois
California
Tennessee
What are some instances where you can get docked for Level 2: The CSTM failed to provide an accurate explanation of SIF/PPA Terms. CSTM gave an incorrect dollar amount of more than $1. CSTM gave wrong fee amount, did not mention fee amount and everything else not covered by level 1 settlement review coaching
• Anything that is not covered in level 1 settlement review coaching opportunity
o Any incorrect dollar amount of more than $1.50 with regards to settlement offer presentation (Current balance, enrolled balance, total settlement amount, creditor payment amounts)
o Incorrect creditor name
o Incorrect last 4 digits of account #
o Did not mention OR Incorrect bank transaction fee amount related to the SIF
o Did not explain the nature of a pending SIF letter, if applicable
o Did not mention the original balance, current balance, total settlement amount, creditor payment amounts during SIF review