Verification
OB Call - what information is verified
Name and DOB
This call is an attempt to collect a debt. Any information obtained will be used for that purpose.
What group handles calls where the AH has passed away?
Deceased
What 3 production systems do you use daily
Livevox, Fast Track and Katabat
How many late fees can you waive?
Up to 2
IB call - system recognizes the account, what common term do agents use?
Thank you for calling from a verified number
Please provide the QA
This call may be monitored and recorded
What group handles calls where the customer is leveraging legal options for paying their bill?
Bankruptcy
What 2 systems allow you to disposition?
Livevox and Katabat
How many finance charges can you waive?
Up to 2
If speaking to a POA, what information should be verified.
App Id
Full name of POA as listed on the account
POA # if available
AH/COapp Full name
AH/COapp dob or last 4 of their SS#
What is the disclosure that is provided if you hear someone talking in the background.
Do I have permission to discuss your account freely with the additional party on the line?
What group handles accounts that have charged off?
Recovery
Where do you create a workflow to capture the reason past due?
Katabat
Can you change a customers due date?
No, but you can open a case if the account is current
From a compliance perspective, list the order of first 3 pieces of a call
QA, Verification, MM (if applicable)
What disclosure must be give to a customer updating their phone number
By providing your number, you agree that we, our agents, or our affiliates may use it to contact you about any products or services you obtain (or are obtaining) from us including using an automated dialing system, text message or prerecorded messages even if you may incur charges.
What group handles calls for customers who are struggling to pay their bills?
Loss Mit (Loan Mod)
In which system do you remove a number where you have been advised the customer cannot be reached there?
FastTrack
Can you update a customers name?
IB Call from the AC, what information is required?
App id (AH/COapp - DOB & last 4 of SSN as alternative)
AC Full name (as listed on the account)
AH/COapp Full name
AH/COapp Full address (zip as alternative)
During the NACHA disclosure what are the 2 dates and account numbers that are mentioned?
Todays date and the date of the payment
Last 4 of the banking account and Greensky account
What group handles calls for customers who are consolidating their bills with a company?
3PDM
Where in a specific system do you waive a late fee for a customer?
FastTrack, Transactions, Add Transaction
If fully verified, can you provide the customer with their full account number, address and account status?
No, The full account number - Only if prompting them did not work.
The account status - yes.
The address - No, you can verify that the address provided is correct, or if we have something different, please ask if they would like to update it.