Transferring Calls
Barry is a IP. Transfer to AM on 3032
How is the VT option calculated?
Half of the total agreement cost + any arrears and charges
Customer explains that English is not their first language and cannot understand your questioning. What so you do?
Add an authorised third party to assist and get consent to note vulnerability on account
What are the risks for calls 1-2months and 2+ months of arrears?
1 month- CF+VAR
2+ months- DN/TN/REPO/CF
You have agreed a hold on the account now what?
Confirm with customer what day they need to call back and explain risks for account. Make sure you put TL initials down as well
You have just given the customer the ESF and they are eligible for the loyalty scheme. Who do you transfer to?
Direct Sales on 3031
Name all 3 Exit Options
Voluntary Termination
Moneybarn Handback
Early Settlement
What will a PES payment do on an account?
It will change the term of the agreement, but not the NMI amount and customers will save interest for the length the agreement is being shortened by.
Customer is refusing to complete an I&E and wants you to ''just set up the plan''
NO I&E- NO PP
Customer is adamant they have changed their address with the previous agent. Where would you check?
When you update the address you can scroll down to see who last updated the details
The code on the agreement is WR/CT who does the call get transferred to?
Asset Management on 3032
Customer is not in arrears. What 2 options does the customer have to exit their agreement?
ESF and Voluntary Termination
How is an ESF calculated?
Remaining Capital + 1 month and 28 day interest
What are the 4 outcomes we are looking for on an arrears call? (the last step in SIDPO)
Payment
Payment Plan/ Arrangement
Forbearance
Exit Options
Can a NATP make a payment on the account?
If they pass DPA correctly and tell you the amount you can take a payment
Customer made you aware they were involved in an accident. Who do you transfer to?
How do you action a VT on an agreement?
Once we have written confirmation we would select Contract Management, Create Status and select Voluntary Termination
How long is an I&E valid for on an account?
60 days with the exception of a failed PP.
Customer Default Notice is expiring in 5 days. What happens after if they do not set up a PP with you?
We will Terminate the agreement the day after it expires and take steps to repossess the vehicle
Customer recently entered into an IVA and looking to set up a PP. There is a banner for a creditors meeting. What does this mean?
Until after the creditors meeting customer will need written permission from their IVA provider to be able to set up a PP
Customer received a letter explaining we are reducing the balance on their account or writing it off completely. For more information who does the customer contact?
Remediation Team. You can give number or transfer them to 4041
Customer has chosen MB Handback and is asking when we will collect the vehicle. What do we tell them?
We will only collect the vehicle after the Default Notice has expired.
If a NATP calls to tell us the customer has passed away, what do we need to do?
Firstly, we would need to offer our condolences. We then need to take the NATP name, relationship to the customer, add their number and add them as an authority. We would then need to take the deceased customer out of the workflow by clicking the decease button and removing the customer's email address and number. We then need to ask them to send us the death certificate.
Customer wants to make weekly payments on their account. How would you explain the risk to the customer CF?
Weekly payments will technically be late payments as they will make them past the date we expect and even if made on time it will show as missed payments on their CF to be backdated.
Customer is actively distressed on a call and lets you know they are suicidal. There is no vulnerable banner. What do you do?
BLAKE (DO NOT PLACE THE CUSTOMER ON HOLD)
Let a TL know and email High Risk to assist you with the call.