Mods
DriveTime due date change requirements
- 6 months of payments completed
- No autopay
Repossession is on 10/11/2025. When is a payment needed?
On or before 10/10/2025
What document shows account number, address and amount they paid to interest and principal?
Transaction History
Name hardship tools
- Mod
- PTP
- PDP
How long does a move request take?
8-10 weeks
DriveTime Monthly vs Carvana Monthly
How far out can the due date change be submitted for?
DT 28 days and Carvana 18 days
Charge off ramifications
- 7-10 year credit hit
- lose ancillary products
- unable to register vehicle
- may lose online portal access
What does a customer need for a name change?
Updated DL, SSC and marriage/divore decree/court ordered doc
Bridget started the convo and the customer request to speak with an agent. Do you introduce yourself?
No
How long do we hold the final payment for?
7 business days
Frequency Change requirements
- 6 months of payments completed
- No payments/autopay
- Semimonthly cannot be 1st and 16th
- Monthly cannot be 29th-31st
True or False
When the loan matures AH can be out for repossession
False
- Out of Country Request
- 6 months in loan and have 6 months completed
- Current
- Perfected title
What is 2.2 on the scorecard
Waterfall approach
What is needed to fill out the total loss template in DT Concierge?
- Date of loss
- Insurance name
- Claim number
- Adjuster phone number
True or False
Customer must be current to have a frequency change submitted
False
How long does after the maturity date does the account charge off?
90 days after maturity date
What section do you submit a copy of title request if it is not in global?
Document Control > Copy of Title/Contract
True or False
Demos do not have to be asked every time
True
If demos were done within the same month you do not have to ask
Move request process when the state does not send move request
Ask for the DMV fax number/address and submit a ticket DT > Document Control > Title Servicing Request
DT: Extension eligible and green but showing $500 is required. Is the payment needed today to submit?
No, Drivetime accounts does not need to bring current. If it is eligible and showing yellow then it is required
Drivetime
DPD: 120
ATR: $499.83
NSF: $167 today
Pending: $50 today
What is the amount to clear repo?
$622
ATR rounded, +$5, recover NSF amount, -amount made ($500 +$5 + $167 - $50)
Customer left vehicle on the side of the road and has no intension of picking up. How do you work this?
Abandoned, get as much details as possible (mileage marker, landmarks etc) and send to impounds to reroute
Amount to cancel repo is $500. Agent says $505 is enough to clear when the customer asked for the amount needed. Is this okay?
No, if the customer asked for the amount needed this needs to be provided
A customer in NY had vehicle deemed a total loss and insurance is not covering. What do you advise?
Active until $0 balance, maintain payments
NY has gap waiver and would assist with remaining balance but do not guarantee it will cover the TAD