GROUP 1
“Yes, we can absolutely look at a payment plan that works for you. The key is making sure the plan brings your mortgage current this month—that way, we can prevent additional fees. Let’s work together to find a solution that fits your budget and keeps your account in good standing.”
"Can I split this into smaller payments over time?"
“No problem at all! I can walk you through the steps or offer another method that doesn’t require a computer. We’re here to make this easy for you.”
Customer Is Tech-Challenged
•“No problem at all! I can walk you through the steps or offer another method that doesn’t require a computer. We’re here to make this easy for you.”
•"I don’t know how to make a payment online. I’m not good with computers."
•“I hear your concern. Let me review the account details and confirm the status. If it’s still valid, we can discuss options that work for you.”
•"This debt is years old. You can’t collect on it."
"I hear you—now might not be the ideal moment. That said, resolving this sooner could help avoid complications down the line. If you're open to it, we can take just a few minutes now to explore your options. Otherwise, I’m happy to schedule a time that works better for you."
"I’m not interested in discussing this right now."
“I understand how unpredictable business cash flow can be. Would it help to set up a temporary payment plan that aligns with your receivables? I’m happy to work with you”
"I’ll pay when my clients pay me."
Thanks for letting me know. I’ll review the notes from that conversation to make sure we’re aligned. In the meantime, is there anything new you’d like me to update or assist with?”
•"I already talked to someone about this last week."
"Thanks for being upfront. I’ll make a note of that. I'm trying to work with you to prevent late fees or further collection activity.”
"I understand your position, but I’m not paying today."
•Thanks for letting me know—I truly appreciate your honesty. I understand things can get tough financially, and I want to work with you. If you're able to make a partial payment today, or set up a short-term payment plan, I’m open to discussing options.
Customer Facing Financial Hardship
“Thanks for letting me know. I’ll make a note to follow up on [specific date]. In the meantime, if anything changes or you’d like to make a partial payment.”
"I want to pay, but I need a few more days."
“Unfortunately, we do not offer a settlement. Let me check and we can explore other options together.”
"Can you settle this for less than the full amount?"
“I’m really sorry it felt that way. Our goal is to help resolve this outstanding balance, and we’re happy to assist you in setting up arrangements today.”
"You keep calling me every day. This feels like harassment."
“That’s an important question. Depending on the account status, resolving the balance may help prevent further impact. I can walk you through the details if you’d like.”
"Will this hurt my credit score?"
"Absolutely—please feel free to consult your attorney. If they need documentation or account details, could you please share more details—are they a bankruptcy attorney or handling another legal matter?"
"I’m going to report this to my lawyer."
•“That’s a fair concern. I can verify our company’s contact information. You’re also welcome to call us back using the number listed on your original notice.”
"How do I know this isn’t a scam?"
"Thanks for letting me know. We can explore alternative payment options—such as pulling out the information from your previous payment. Let me confirm the last four digits of the account with you. What would be most convenient?"
•"I want to pay, but I don’t have access to my bank account right now."
I understand there may have been a mix-up, but the bill statement was sent on [insert date] and remains unpaid. Given the delay, I need to receive payment today to avoid further action or disruption. Please confirm once it’s been processed. Let me know if you have any questions."
•"I never received the bill Statment. I don’t owe anything."
"I completely understand—it sounds like now might be a tough moment. I just want to make sure we stay ahead of any potential issues with your account. Even a quick follow-up could help ease the pressure. Would it be okay if you let me explore the options for you?"
"I don’t want to talk about this right now."
•“I understand this is frustrating. My role isn’t to pressure you—it’s to explore options that might help. If you’re open to discussing alternatives, I’d be happy to work with you.”
•"I’m not paying. Do whatever you want."
“Of course—take the time you need. Just so we stay aligned, would it be okay if I follow up with you on [specific date]? I’m here to support you whenever you’re ready.”
"I’ll think about it and get back to you."
•“Let me confirm the current balance and any recent activity. I’ll also explain any fees or adjustments, so you have a full picture before making a payment.”
•"I’m happy to pay, but I’m not sure how much I owe."
"I completely understand—responsibilities often get shared. Since the account is in your name, working directly with you will help us resolve this quickly and prevent any further complications
"This account was supposed to be handled by my spouse."
“Absolutely—please take the time you need, we need your attorney’s information to notated into the account.”
"I need to talk to my lawyer before doing anything."
"Thanks for sharing that—I appreciate the transparency. While we don’t participate with settlement providers, I’d be happy to note that in your account. Let’s work together to explore the best options to resolve your outstanding balances in a way that works for you."
"I’m already working with a debt settlement firm."
“I completely understand your concern. We ask for this information to verify your identity and protect your privacy. Once confirmed, I’ll be able to assist you securely and ensure your account details remain confidential.”
•"Why do you need my address and last 4 digits of your social? That feels invasive."