QA & COMPLIANCE
Handles loans that are Current to 120+ days delinquent
What is Payment Solutions
1. DO NOT CALL ME AT THIS NUMBER
2. PLEASE REMOVE THIS NUMBER
3. NO PERSONAL CALLS AT POE
What is DNC (DO NOT CALL)
A company that will translate to Spanish
What is Language Line
When a T10 payment fails, the system will retry payment within 5 Business days
What is T17 (First Representment)
To determine eligibility
What is Click on "Hardship" Tab
A call can't be monitored or recorded unless all parties agrees to it.
What is QA Statement
1. NO ONE HERE LIVES BY THAT NAME
2. NO LONGER LIVES HERE
3. WRONG NUMBER
What is "BAD"
1. Insufficient funds
2. Stop pay
3. closed account
4. Frozen
What is Failed ACH Payments
The second step when scheduling a payment
What is check TRANSACTION HISTORY
Result Code for Hardship plan taken
What is "Promised to Pay- Hardship plan Offered- Taken"
This is an attempt to collect a debt and any information obtained will be used for that purpose
What is Mini Miranda
To update DNC phone number you must
What is 999 the area code
When a member claims or mention they are filing bankruptcy, you must
What is update Bankruptcy Tab
This must be stated before scheduling any payment
What is REG E
Before activating Hardship plan, You must verify This contact method
What is Email Address
1. Help member find a solution
2. Collect a payment
3. Staying compliant
What is 3 Prizes on a call
1. Best contact number
2. verify mailing address
What is VCI (VERIFY CONTACT INFO)
If the member request to never be contacted again
What is Cease & Desist
A flag will be displayed meaning the payment was returned and account is past due
What is Late Return Flag
Hardship Plan Consist of
What is Interest Only, 3 Month Deferral
Obtain verbal authorization to schedule a payment
What is Reg E
"Do you agree to authorize this individual to discuss your loan status, loan balance, fees, interest rates, and annual percentage rate?
What is 3rd Party Authorization
To remove an Attorney Rep flag we must...
What is Receive documentation in writing
Member wants to schedule alternate payment method other than whats on file
What is Schedule OTA
How many steps to Advise wit member regarding Hardship plan
What is 7