The 4 C's
This model includes the opening of the call, providing call monitoring and mini-Miranda disclosures, stating the total amount due, asking for the payment, and pausing.
What is the Commence Model?
This party includes:
What is a 1st Party?
This is the return code for no account or unable to locate account.
What is R03?
This tab in FastTrack can show you the total amount paid, finance charges, payments, and late fees.
What is the "Transactions" tab?
This disposition should be used when the customer calls in and states that they are working with Cordoba Legal Group and hangs up.
What is Possible 3PDM?
Determining the reason past due is part of this model.
What is the Connect model?
For outbound calls, 1st party customers can use this as an alternative to the DOB.
What is the Zip Code?
If the customer's payment information is saved in FastTrack, this information needs to be confirmed before using the payment method on file.
What are the last four digits of the bank account?
This tab in FastTrack contains information such as the Application ID, Promotion Expiration Date, Balance, Original Loan Amount, Cycle Number, Account Status, and more.
What is the "Loan Information" tab?
This disposition should be used if a Caller stated that they are working with an attorney and that they are filing chapter 7 and hangs up.
What is Possible Bankruptcy?
This model includes confirming or requesting Home, Business and Cell numbers.
What is the Close Model?
True/False. You are permitted to share the promotion period expiration date with second party callers.
What is TRUE?
Finish this statement: If you need to cancel a scheduled payment, call 866-936-0602 and let us know no later than __________ on the day prior to the scheduled payment date.
What is 7:00 pm ET?
The statements are located in this tab FastTrack.
What is the Documents Tab?
This disposition should be used if a caller states they will be making a payment online for $100 on 2/20/2026.
What is Promise to Pay?
This statement is an example of this model. "If you are unable to make the total amount due, can we schedule a payment today for the past due amount of $100.00?
What is the Collaborate Model?
This case submission form should be submitted if a 1st or 2nd party fail verification.
What is a Customer Protection Return Call?
The customer should be transferred to this department if they wish to proceed with setting up AutoPay.
What is Customer Service?
This verbiage should be used in the "Transaction Description" when waiving a late fee.
What is "Courtesy"?
This disposition should be used if the Customer only provides the Date and method but not the amount.
What is No Payment Arrangement?
This step in the ____________ includes being creative within payment guidelines, changing your view from paying today to a longer-term plan and waiving fees to increase zone of potential agreement.
What is the Collaborate Model?
3rd party callers can provide this as an alternative to the Application ID Number.
What is the last 4 digits of SSN and DOB?
This statement should be stated verbatim to make sure the caller is listed on the bank account.
What is "Are you an authorized signer on this bank account?"
This "Case Submission" should be submitted if an Elderly calls in and states that they were pressured into signing for the loan.
What is "Vulnerable Population"?
This disposition should be used if a verified caller stated that they do not want to be contacted by GreenSky or states to stop calling.
What is Do Not Call?