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The customer mails a letter requesting proof that they are responsible for the loan. Within the letter contents, the customer advises of negative impacts to their credit and mentions suing. How should you handle this letter?
Follow the validation of debt process:
Create a credit counseling case, note the account, attach the letter, and send an email to notice of resolution.
How long can a called due arrangement be set for?
5 years
When a customer has a payment scheduled for the following business day and no cancellation option is visible, which protocol should be followed, and what are the necessary steps to complete the process?
Scenario 6 should be followed by:
Creating an "other" escalation task
communicate that the request has been submitted .
You receive a letter from the Department of Banking requesting validation. How should you proceed with following the process?
1.
đź”— Attach to Customer Account
Save and attach the original document or scanned letter to the relevant customer’s account in the system.
Ensure the entire document is complete and legible.
2.
⚠️ Create a Legal Threat Case
Open a case or update the system to indicate a Legal Threat has been received.
Refer to the Legal Threat Process.
3.
📤 Forward Original Correspondence via GenCloud
You must forward the correspondence immediately using one of the following methods:
Email (if digital): Forward the original email containing the attachment.
Physical Mail (if scanned): Send the scanned document.
Forward to: customercomplaints@enova.com
Clearly state that the correspondence is from the Attorney General or Department of Finance.
Include relevant account or case details in the Portal case note to aid in tracking and resolution.
Confirm that the correspondence was successfully sent.
If a customer asks for the exact date that NetCredit reports to CRAs, what should be communicated?
When discussing the timing of monthly credit reporting submissions to the Credit Reporting Agencies (CRAs), do not give specific dates. You may only share the timing noted in the bullet points above.
When scheduled to work mail, what channels should be checked to complete mail
Kdrive/Scans Doc
How can the customer become eligible for a called due payment plan?
If a customer advises they want to cancel their contractual payments, and you receive the email request two business days before the payment is due what steps should you take?
Offer the following:
Due date adjustment
Deferral (installment)
SAP (line of credit)
Offer to revoke ACH (if the customer declines the above) followed by reading the script that communicates future payments will not be debited.
If you experience any issues with forwarding, what steps should you take?
escalate immediately to your supervisor.
.
The customer mails a letter disputing the reports that are being made to their credit. How should you handle this letter?
The credit reporting process should be followed:
Create a legal threat, Credit reporting case, and attach the documents to both cases.
The customer only has two monthly payments remaining; the account is past due. Are they eligible for TPR?
No, the customer must have a minimum of three months of remaining payment
The customer has a past due payment plan, and advises that they need to cancel a payment. What steps should be taken to satisfy the request?
Cancel the entire payment plan and create a new one with the customer’s requested payment dates.
Proper and prompt handling of the correspondence from the attorney general/ department of finance ensures what?
The customer sends a consumer direct letter without the secure action code advising of a fraudulent application. How should you handle this account/ document?
The Consumer Direct Dispute process should be followed.
Do NOT escalate the request.
Send Email 656. Customer Credit Report Dispute - Request Documentation.
How many TPR's can a customer have during the life of their loan?
2
In relation to the payment plan tracking, what does it mean when a customer's status reflects as Abandoned
Customer's plan is past the end date without being paid or settled in full
If the customer requests to cancel a non-contractual payment more than two business days before it is due, what steps should be taken to satisfy the request?
Click the payment in question and select the option to "cancel scheduled payment "
What methods of communication can be used to receive these types of correspondence?"
fax, email or physical mail
The customer inquires about why their line of credit account is being reported as "Suspended"
NetCredit reports an account as “line suspended” when the customer is ineligible to take a draw.
If a customer makes a legal threat due to a double payment, what steps should be taken?
Create a legal threat case, and respond to advise on the reason for the double payment
In relation to the payment plan tracking, what does it mean when a customer's status reflects as
The customer is severely behind on their payment plan obligations
A customer says they are going to contact their bank to stop payment on a contractual payment, what should be communicated to the customer(script)?
“I understand you're considering a stop payment. Just so you're aware, this will mean that your upcoming obligation will not be satisfied and you will be past due.”
What type of case should be created when receiving correspondence from the Attorney General or the Department of Finance?
Legal Threat Case
The customer is asking why they are being reported as past due despite having an active payment plan or being enrolled in credit counseling.
Account reported as past due or late while the customer: