COMPANY INFO
What phone number do you give to RCS consumers if the want to call you back?
What about UHG consumers?
RCS - 888-532-1115
UHG - 888-532-0794
How many additional times can you call a consumer once you got consent from the RPC, under Reg F?
One, which requires and override by management
On which call you should NOT lead with information during verification?
Inbound UHG
How do we know when an account is in our route?
When our Artiva ID is in the "Rep field" and our first and last name proceeds in the remaining two boxes.
Can you work an account with the status "DSC-CND"?
Yes, but only when the account holder is calling in with a settlement letter, and they verbally tell you they're no longer represented by a DSC.
What is address you would give to a consumer for check by mail payments?
Credit Control, LLC
3300 Rider Trail S. Suite 500
Earth City, MO, 63042
The account is out of statue and the consumer resides in NY, you spoke to them this morning and read them the OOS disclosure.
They are calling you back the same day to pay off the account.
Do you have to read the OOS disclosure again?
YES! On every NY account that is out of statue we have to read the OOS disclosure during each right party contact we have.
How many times does the word "HONOR" show up on the script?
For 100 Bonus points: what element of sale does that word create and why.
3 times.
Create need
What does it mean when the account status is "inactivecancel"?
The account is no longer in our office
A person calls in, you get a white blank screen and their SSN does not pull up any account?
What can it be?
Macy's or Citibank account.
These accounts are worked on a different system (FACS). Only DCS agents can work them, and those would be FTN or FTA.
Advise your team lead or manager that you possibly have Citibank or Macy's account on the line.
What is the number you would provide to a consumer if they would like to contact RCS directly?
What about UHG?
RCS - 888-665-0374
UHG - 844-511-2047
Which state requires you to read NACHA twice? Reverify payment arrangement.
Colorado
What should we do after we read NACHA?
leave our phone number, should they have any question.
Authorize phone number.
Authorize Email address.
Close the call.
Where can you see if you got credit for a payment?
Open secondary screen (account hyperlink) and select "transactions" on the left blue menu.
Select a specific payment and see if your name shows up under credit or the account is still in house desk.
An attorney calls in, he want to negotiate a settlement on their clients account.
Who do you send this account to? Be specific to Agent's Artiva username.
Any TN or FTN agent in the office.
What is the number you have to call to let us know you will be late that day, or that you will be off for the entirety of your scheduled shift?
314-806-1884
Which two states prohibit you from soliciting postdated checks?
Massachusetts and Rhode Island
Why do we give pivot options? Part 7b on the script.
So a consumer cannot say no, either we give them the best deal (lowest monthly payment over longest period) OR we give them what they told us they have in part 6.
What other number do we give consumers after giving them the direct number to RCS?
Client Reference number
A person previously disputed an account and they are calling you to now pay it off.
What should you do?
Request a removal of dispute in writing. Account holder can send us an Email showing the account number and his statement that he is no longer disputing that account.
After that, you can proceed with the collection efforts.
Who's name shows up on every letter we send to consumers?
*each consumers gets a letter stating "you can call us and ask to speak to ___ ____ . *
Michael Riley
How many times can we attempt to contact a consumer within a 7 days?
7 attempts within 7 days ( REG F)
part 5 of the script eliminates which objection ?
"I don't have a checking account/debit card"
Where can you find a previous arrangement account holder had set up? Showing amount promised, how much they paid so far and the list of payment dates and amounts.
On the main screen, open history tab on the blue menu, select arrangements and open one of the previous arrangements (or the only one)
What does it mean when an account is in status
CND-LD?
Cease and desist - litigious debtor.
This person either sued us on another collection agency previously.
They might be calling in so the can try to make you make a mistake so they can sue us.
Inform your team lead or your manager that you have a litigious debtor on the phone.
To be extra safe, send it to a TN.