Settlement Review
Level 1 coaching
Andrea (co-client) called in to review her account. While reviewing the account, Andrea puts her husband Fred (client) on the phone to finish account review. How should you notate this?
how much time do clients have to call in and make deposit changes
5 business days
how much time should a TM mention to put the c on hold in order to avoid a coaching
3-5 minutes
what is the maximum allowed time to hold without checking in with the client?
3 minutes
Marissa calls in stating we have not helped her with anything. she stated shes paying the full balance on her citibank account and we're also taking our fees out at the same time. how would you address this situation?
- adv c we are able to push our fees as necessary
- adv c PPAs can be reworked after 6 months
- adv c about 10% neg fee
- adv c PPAs are in place to help deescalate legal process
if the client mentions they cannot leave their home due to the virus, hold the RI for 30 days, explain to c "usually we adv 24-48hrs but we definitely understand the inconvenience."
what do you all think of the new disclosure?
it’s awesome!
what are some examples of B/H? how many should you state on the call?
- unexpected expenses (hardship)
- changes to monthly bills (budget)
client calls in stating they received a document from zwicker. what should you advise the client?
adv c to send the document in within 24-48hrs to review
In your settlement acceptance script, what is the main key point to mention to the client?
which creditors should client not change contact info with? mention 3 out of 5 at least
- mariner finance
- discover
- citibank
- chase
- rocket loans
what would you advise a client who calls in stating they need to make a deposit change, but you realize the deposit is pending?
adv client deposit is pending
adv client we can assist by modifying next deposit
adv c she can request a refund once payment has cleared (check runner for creditor payments)
adv c we need 5 business days for deposit changes
mention 2 reasons to get a coaching for budget and hardship:
- not reviewing on call
- wrong date/ no date
- incomplete notation
- not updating on notes/hardship tab
an RI for ATC - wet new on file from last week. When reviewing the account you notice there is a "POA" (ATC) in attachments from last month. what should your next step be?
- adv c to please sign doc by pen and send to us.
- clarify to c that POA on file is from last month and creditor is requesting a new one this month
- hold RI for 2 days
mention the main key points you should review during a settlement presentation:
- account name & last 4 of acct number
- original balance, current balance, offer amount
- identify: PPA or SIF
- date and amount of creditor payments
- method of payment and fee amount
client called in stating she removed an account from the program but would like to add again. what would you advise c?
once an account has been removed, we cannot guarantee it can be added back.
what are the steps you should advise for c to request a refund?
- send email to succes@nationaldebtrelief.com
- request money be sent via ACH transfer
- adv c of creditor payments coming up
- adv c it can take up to business days to process request
when should you update budget and hardship? (please mention 2)
- c makes negative deposit changes
- hardship not updated in the last 30 days
- client states a hardship
- NSF call
Maria called in stating she was told by previous agent she would have to sign a stipulation and send to LO via certified mail. what is Maria missing to mention?
urgency: 24-48hrs