Programs
You and a manager will have some required bonding time while reading this disclosure to the client
What is a Short Term Program?
We must ensure that all complaints are this or that
What is resolved or unresolved?
The hold is inaccurate and the agent completed the correct steps on the call.
What is a dispute?
Client says "I'll take care of it after the call." (We do have an account on file.)
What is “I can set it up for you right now”?
When an agent is checking to see if the client is on paperless statements
What is assorted fields
Money Management International, Navicore Solutions & GreenPath Debt Solutions will assist our clients that are eligible for this program
What is Credit Counseling or DMP?
Can you speak up for me?
What is Poor Call Connection Unable To Hear?
The client provided the incorrect zip code, and the agent did not track it.
What is a documentation hold?
Client says spouse takes care of the bill.
What is “Let’s add them to the line”?
When an agent is submitting a deceased case and is looking for the form.
What is BOLT
Short term funds must be ignored during this line of questioning
What is the financial assessment?
The last agent told me that I don't have to pay any late fee's on this account
What is Misinformed- Employee did not set right expectations?
The client asks for a fee refund, but the agent advises the account is 3 payments past due and the request cannot be completed. No other steps taken.
What is a complaint tracking hold?
Client says they do not have the funds consistently available and/or is working limited hours
What is financial assessment, i.e. “I understand. Let me see if I have any programs available that may be able to assist in lifting some financial stress while you’re going through your hardship.
When an agent is checking to see if the client is behind on their other credit cards/mortgages
What is CBSE
This program will display automatically if the client is eligible
What is a Collection Reage?
I don't see why you have to call me so many times. It's very annoying
What is Collection attempt frustration?
The caller tells the agent that the phone number is wrong. Agent removes the wrong number and action codes 3rd party no message.
What is an execution hold?
Client refuses auto pay because they like looking over the statements first
What is “let’s set up just for the minimum due to help avoid late fees in case the statement is ever late:
When an agent is checking to see if a business lending account is getting paper statements
What is demographics in account maintenance
The king of all programs. This will trump over anything else that the client may already be enrolled in
What is a settlement?
The client advises they have no money right now will be take care of the total minimum payment next Friday and disconnects. Agent notes the “client has no money to pay/will take care of it next week and call disconnected” in the account notes.
What is a critical to process and documentation hold?
Client says that they are going through divorce
What is show empathy and reflect to account. i.e. “Im so sorry to hear that. Let me see what I can do for you today for this account to help relieve some stress off your shoulders while you’re going through this.”
When an agent sets up a payment for the past due and sets the client up for automatic payments starting their next cycle date but does not collect or inform client of the current min due.
What is a loss mitigation form