Senior Club

MOD's

100

What States can not have a verbal mod

MO, UT, SD,WI, OK

200

What needs to be noted on the account before approving a verbal mod?

Per our conversation you agreed to change your pay schedule to XX

300

What is the maximum amount of days you can move a due date to complete a true qmod?

10 days

400

How can we offer a mod to a customer? Verbal or signature

Call, text, or email

500

Can we do a mod in the first 6 months?

YES!!

TO's

100

How long do you discuss an account with an AM before you take a call over?

Less than 2 mins

200

Talk an AM into how to conference you into the call with the hard phone itself.

Press the conf button, dial senior ext, press conf button again, then mute am side 

300

What are some best practices for de-escalating a call?

Remain calm, Listen let customer vent, practice empathy, and offer solutions

400

What are best practices for handling a TO to complain about previous rep?

Take time to listen - let them vent 

Empathize 

Apologize 

Thank the customer for their feedback 

Let the customer know that you will make sure to forward this on to the appropriate parties 

Resume collections

500

How do you handle when an AM is asking for a TO, but the customer has not requested a TO?

Ask what led to the TO, when AM states just not getting anywhere, take TO, and then walk AM through ways to handle it in the future.

Repo portal

100

What is the proper action code to use to note an account with a repo update

MR

200

If you had to add fees to an account for a repo, what is the correct action code to use

AF

300

What is your time zone for the repo portal

TIME

WHO

8am-2pm CST

7am-1pm MST

6am-12pm PST

LaTia

Jeremy

LaDawna

Cameron

Kenny

2pm -close CST

1pm – close MST

12pm – close PST

Valerie

kara

Vicki

Terry

Victoria

400

Name the cm and acm of each district

A-Mel and Cass

D- Cece and Chris

H- Ryan and Brooke

I- Ben and Daneka

J- Rich and Jen

500

An assigned account is 78 days late, 68 since they made a payment, and is not on a payment plan. The repo company sends a message through the portal that they acknowledge a hold. Looking at the P Screen, you notice that someone posted a money order to the account in error, but then immediately backed it off. What do you do?

Reach out to CM/ACM to release hold!