TCN
This icon appears only when you're actively on a call and allows you to temporarily stop the conversation.
What is the Hold icon?
This is the first step to take when negotiating with a member regarding their past due amount.
What is "Always start with the members' full past due amount"?
This is the first thing you must say when beginning a welcome call from Langley Federal Credit Union.
What is “Hello, this is (first name only), calling from Langley Federal Credit Union. May I speak with (member's name)?”
This is one of the three identifiers you can use to search for a member in the AKC system.
What is the member's account number, phone number, or social security number?
This is the only type of information agents are allowed to provide to customers regarding credit reporting.
What is the "reporting milestone that are 30 days past due"?
This icon is used to initiate a call manually.
What is the Manual Dial icon?
If members cannot make any payment on the day of negotiation, this should be asked and offered within a 2-week time frame.
What is "when they will be able to make a payment and offer to set up a Post-dated debit"?
You must ask these two questions at the end of every call.
What are “Have I addressed all questions and concerns today?” and “Is there anything else I can assist with now?”
This section of the AKC screen is used to verify a member’s name, address, phone, and last 4 of SSN.
What is the General Information section?
This describes whether the member is the primary borrower or a co-borrower.
What is the Account Role?
This action must be taken before reading disclosures or verifying the member after visiting Screen 2.
What is returning to page 1 or 3?
This type of arrangement is not offered by Langley according to the order of negotiations
What are "payment arrangements that break up the past due amount and set it up on new monthly payments"?
This statement must be made for regulatory purposes if the correct person is reached.
What is “This call may be monitored and/or recorded for quality assurance. This call is an attempt to collect a debt, and any information obtained will be used for that purpose”?
This is what agents must avoid doing when discussing how debt affects a customer's credit.
What is making assumptions?
All agents must go to this screen when collecting full SSN or payment information.
What is Screen 2?
These methods can be promised for payments but need diarizing for specific periods based on how they were made.
What are "branch, online, or mobile app payments mailed in"?
This phrase can be used to empathize with members who are unsure when they can make a payment.
What is "'It looks like you are going through a difficult time'"?
This section shows the most recent payment details.
What is the Last Date Paid + Amount Last Paid section?
This is the maximum frequency of call attempts allowed on DC accounts.
What is once every 7 days per account?
This status appears when the agent is reviewing call details before connecting.
What is "Preview Call"?
These three details must be obtained from the member before entering promises on their account.
What are "the method, amount, and date"?
This is the question you ask to initiate a resolution for a past due auto loan.
What is “Can we process a payment today to bring your account current?
For more details on past payments, you should refer to this.
What is the Similar Transaction History?