Call Flow
We read these 2 scripts prior to discussing account details
What are the MM and CRD?
After this many missed (mininimum) payments, an account charges off
What is 7 missed payments?
This is the company we were formerly known as
What is LendUp?
When updating a phone number, we notate the ____and____ numbers
What is the "old" and the "new"?
The 2 most common bankruptcy chapter numbers
What are chapter 7 and chapter 13?
The note we write when someone tells they recently took over this phone number and do not know the CH
What is "five9. wrong number."?
What are interest and fees?
We must send this before sending a PW reset
What is an IDology link?
List 4 types of account updates
What is a payment, address update, email update, phone # update?
There must be this on the Mission Control profile in order for us to be able to speak to a 3rd party without the CH on the line
What is a VALID super sticky from SAH?
RPC dispositions push out contact at least this many days
What is 14 days?
Charged off accounts have this bucket number.
What is bucket 8?
OK2SW stands for
We must check this in Mission Control before updating an email
What is uniqueness?
We should still be doing this when handling DC accounts
What is attempting to collect/persuade the CH to work directly with us
This is our go to credit reporting talk off
What is "we report accurately to the credit bureaus every 30 days. If you'd like more insight into credit reporting you can always reach out to the credit bureaus directly."?
This date no longer matters once an account charges off.
What is the due date?
APR stands for....
What is Annual Percentage Rate?
How many accounts can share the same phone number?
What is two?
We create Zendesk tickets under which categories for a Florida attorney account
What is C&D and DC?
We can verify this if a CH does not want to give out DOB or last 4 of SSN
What is email or mailing address?
A customer cannot do these things once their account charges off.
What is reopen the account, use their credit card, have their charge off reversed.
This is the difference between the mini miranda and the call recording disclosure
What is collecting on a debt vs call being monitored and recorded?
The step by step process for OB phone number update
What is
1. EV
2. Check for uniqueness
3. Perform new call on new number
4. Reverify, read MM + CRD, and EV
5. Update in Mission Control
DCs cannot do this even with a valid C&A
What is making any account updates or future payments?