Add debt
The minimum to add an account.
What is 500 or greater?
Bob wants to remove his capital one account because he states we're not doing anything with it.
What is review how the program works with Bob and let him know what we are doing with the account. If Bob has funds in the account but no movement with that CC, send negotiations request
Client wants to remove a debt that we are currently settling on?
What advise the client of NDR actively working the account and advise of potential SIF offer percentages
Client is upset due to misinformation she received before.
What is show empathy and advise the client you can definitely help on this call. Listen to the client and find a solution.
Before reviewing anything on a client's account after verifying their information you must
What is ask the client is they have any questions?
The five points
What is, the client's name, account number, date of statement, creditor name and balance of the account?
Client states they will like to remove the account because the previous offers have been better.
What is review rebuttals advising the client not every offer will be the same and let the client know this is the best offer?
Client wants to reject a SIF because it's at 56% and states his other accounts have been lower.
What is advising the client that every creditor is different and this is the best presented. Advise the client out team is always working to get the best offer and this is the best offer
Client is talking but assumes you're over speaking her.
What is apologize and advise the client there may not be good connection but you are giving her your undivided attention.
When reviewing a settlement what information should be provided to the client?
Original and current balance, SIF offer amount, payment terms, method of payment with fee amount if applicable. Lastly advising the client if the offer is pre-approved or approved.
Before I process the add debt request, I should...
What is reach out to management to get approval on adding?
The client agreed to remove an account with you on the line that's related to the RI, what should you do?
What is place the account into "Removed-Client requested" as soon as you receive permission
Ivy advised us that she would like to remove her Discover account because Discover advised they do not work with us.
What advise Ivy we work with Discover all of the time and that is a scare tactic?
Client is screaming on the phone with you
What is actively listen to the client and jot down notes, once the client is done you can attempt to address some concerns based on what you heard from the client
What is considered an auto-fail for NSF if we do not review for a client with active payments?
What is ISD disclosure
Lydia calls in to add an account but cannot find a statement, what steps would we take?
What is check the credit report to see if the account is showing there. If not, advise Lydia she will have to obtain a most recent statement and set callback with Lydia
Cyntia is requesting to remove and account because she has received an offer outside of the program.
Who is ask Cyntia to send in the offer she received from the creditor and advise her we can get a possible better offer?
Jessica states she will like to lump a creditor we have term payment agreement with.
What is review funds in DSA, use lump-sum calculator to verify if client has enough funds?
When I'm frustrated with a client, I should?
What take a deep breath, remember what the client is saying to you is not directed your way and NEVER match the client's tone.
When should fees be adjusted on a SIF?
After the third attempt of trying to get the full amount. Remember the additional can be adding over the term of the SIF. This option should be reviewed first before adjusting the fees and reviewing the client for an advance.
Jessica states she does not remember the account you are reviewing with her. What should be done here?
What is provide Jessica with details on the account we obtained. We can look at the CC page or credit report for more information to provide her. If Jessica still does not remember, we can advise Jessica we will give her time to investigate the account, set a callback with her, place the RI on hold and left the status as pending
The "10%"
What is if the balance to remove is over 10%, we will have to do a ps refresh if the client request to lower their deposits?
Tom will like to skip all his deposits but before doing so?
Ask about B/H to lead the conversation. Then follow the water fall process or trying to resolve in 30 days, then 60 for the full amount. If client can't add full then follow that same timeline breakdown for a lesser amount. If the client absolutely cannot schedule anything at all, send client over to retention after placing the client in PC
Escalations can be resolved by
Listening to a client's concern or compliant, apologizing when something is done wrong and looking for solutions.
What would be considered a detailed note?
What is Including everything that happened on the call, details of B/H, CC reviewed for SIF with additional funds added plus dates and any important information received or given to the client