Demos
Three demographics should you attempt to obtain on every call
Mailing address, phone number and email address
What is the validity and disposition code used for wrong numbers?
Validity: Cust Not At #
Disposition: Wrong #
Name 5 states that require the Mini Miranda?
*There are more
California
Connecticut
District of Columbia
Hawaii
Iowa
New York
North Carolina
Oregon
Vermont
When must the first payment be made for a Long Term Hardship?
Within seven days of being added
When a 3rd party joins the line, what should we say
Hi, this is (your name) on a recorded line, May I have your first and last name
True or False: You do not have to get 2 pdes to update demos on an account
False: You need 2 Pdes in order to add or update a demo
Who can tell us of a bankruptcy
Anyone
Who should the mini miranda be read too
Primary, secondary and documented POAs
Which payment solutions are available to Dun 1 accounts?
Late Fee Removal and
Long Term Hardship
Name 3 benefits for the customer for bringing their account current
*there are more than 3
No Late Fees
No more calls
Smaller min due
Able to use Kohl’s card
Keep it from closing
Keep it from charging off
If the customer does not have a number in the home field what should we do?
Ask for the BCN and put it in the home field. (If it is in mobile field we can just move it if it’s anywhere else or not on the account we need 2 PDEs.
Fill in the blank: When updating an account for wrong number don’t forget to check the _____ _____ screen
Skip trace
Before reading the mini miranda what should we first complete/say
Recorded line disclosure, verification of customer and calling from Kohl's
Customr wants to pay off full balance of $500 minus their $40 late fee. How much will we process th epayment for
$460
What should be documented onaccounts
Who we spoke with
Rfd
Amount of late fees waived and reason why
If ct refused to add email
Reason an email was changed
Promises made
If you offered ct a LF
Anything that was important or may be important to the next rep
What is the reason we ask for an email address?
For communication purposes
If someone asks us to not call after 5pm, what would we update the account to
Cease and Desist
Which accounts do not need the mini miranda
Accounts that have already paid the past due or total amount due
True or False: when waiving the late fee from the account it comes off the AD
False: it comes off the balance unless we are doing balance minus fees
When in LV what should we memo on every account
LV (plus the phone number dialed)
True or False: We need to verify the street address, city, state and zip code for an address.
False: We only need to verify the street and zip.
True or False: If the customer doesn't know the attorney name or phone number for a BK we can still update the account
True: we would use N/A for attorney name and 555-555-5555 for the number
If, during the course of your phone call on a past due account, the customer informs you that he/she has moved to a state that requires the mini-Miranda. Would you have to read it at that time or no need you have already started discussing account information
Yes, at that time you will read the mini miranda to the customer
Suggested script: "I’d be happy to update the address for you. Before we continue, I just need to inform you that this is an attempt to collect a debt. Any information obtained will be used for that purpose."
If a customer owes $200, can only make a$30 payment today but next month they can pay the remaining amount we should offer them the LTH program.
No, we should take the $30 payment and attempt to set up the remiaing amount for a future date.
What should you do if you manually take payment info or waive a fee outside of guidelines?
Email to leaders (Coord and TL)