Internal Recovery Unit
_____, _____, and ______ are the three requirements in all call openings
InvestiNet's name, agent's name, and recording disclosure
______ is defined as the conveying of information regarding a debt directly or indirectly to any person through any medium
Communication
What dispute type should be selected when a consumer indicates they do not remember and/or recognize an account?
Validation of Debt (VOD)
When a third party sends authorization to speak on behalf of a consumer, they are now considered a ____?
Right Party Contact (RPC)
What letter should be sent to a consumer after negotiating a settlement?
Settlement Agreement
_______ is the processing system that functions as our payment processor and system of record
WayThru
People other than the consumer are called _____
Third Parties
DAILY DOUBLE - if both parts are answered correctly
What dispute type should be selected when a consumer states they are receiving SSI or have a disability? Which client must we obtain SSI documentation for?
Hardship - Temporary
PRA
What plan(s) lock in the balance the day the plan is established?
SIF/PIF Plans
What letter do we send when a consumer requests the account information be sent to them?
Re-demand
_____ questions allow us to learn more about the consumer's finances and ability to pay
Probing / Qualifying
Collectors are prohibited from contacting a consumer more then __ times in __ days.
7 times in 7 days
What dispute type should be selected when a consumer says to stop contacting them altogether?
Cease-and-Desist
What must an agent do when a consumer wishes to use another persons payment method?
Receive authorization from the third party to use the payment method.
What letter is provided when a consumer requests a document reflecting the full balance?
Payoff Request
_____ law prevents agents from writing detailed notes regarding consumer medical conditions
HIPAA
____ is a prominent federal agency that protects consumers and enforces the FDCPA in the collection industry
CFPB/Consumer Financial Protection Bureau
What tab(s) do you go to in DebtNext to see an existing dispute or create a dispute?
History --> Issues
When should an agent suggest a settlement to a consumer?
Never - consumers must initiate settlement discussions.
What letter do we send when a consumer finishes paying their account off?
Complete Letter
Maintaining a ____ is the best way to respond to an emotional/angry consumer
PMA/Positive Mental Attitude
DAILY DOUBLE
What is one of the most common and serious violations of the FDCPA?
Third Party Disclosure
What is the definition of a dispute?
A consumer is questioning or refusing all or part of the debt
When obtaining verbal authorization to speak with a third party, what information must be stated and notated about the third party?
Third parties name and relation to the consumer
DAILY DOUBLE
Which letters require a template to be completed by an agent?
Settlement Agreement, Payoff Request, Urgent Complete Letters (Open-Ended Plan Details)