Securing the call
If the customer has been authenticated, Then ...
Secure the call with the customer’s first and last name.
If a customer calls and says that their payments are too expensive, they may need to reach out to a DMC. What process would you follow?
Intend to file scenario
"read applicable script"
Include the DMC and/or their contact information if the customer provides us with that information.
EMAIL 807a
Customer calls in and advises they have filed for bankruptcy. How should you respond?
"Thank you for this information. Do you have an attorney and have their contact information?"
-Ask probing questions referring to provide scripts
Customer calls in and says they have never applied for a loan through NetCredit, what should you do?
Confirm PII/ Run KBA
If a customer passes KBA, compare SSN, and PII to what’s on file.
The customer says they want to stop receiving both written communications AND phone calls. What process should you follow
"I apologize for any inconvenience this has caused you. I want to ensure I understand your request. I understand that you are asking that we stop contacting you about this debt by phone and in writing. Is that correct?"
Ceasing all communication includes marking all phone numbers as "not authorized" and unchecking the boxes
Open a Cease and Desist case
Send email 819a (INSTL) OR email 819b (LOC).
An authenticated call comes through and the account is PAST/CALLED DUE how should you proceed
secure the call, read Mini Miranda, warm transfer to collections
A customer calls in and says they need to revoke ACH, what should you do?
We should be asking probing questions to gain understanding on why this is being requested. customer may be working with DMC
The customer provides you with contact information and case information for their bankruptcy. How should you notate?
"read applicable script"
Create Bankruptcy Case
Close collections case (only applies if collections case is open).
Revoke ACH access ONLY if the customer requests (or if there's a filing date / case number).
Only revoke ACH after the bankruptcy case is created in Portal.
Check for and cancel any payment plans.
Portal notation (Attach documents if applicable):
an Escalation Task is NOT needed, and an email should NOT be sent.
If only SSN MATCHES?
Open Escalation Task Portal case
TRIGGER PHRASE
"I apologize for any inconvenience this has caused you. I want to ensure I understand your request. I understand that you are asking that we stop contacting you at this number. Is that correct?"
Mark the requested phone number(s) as "not authorized" for operations and marketing in Portal.
DNC Portal notation:
If the customer has NOT been authenticated then...
Secure the call with the customer’s first and last name, last 4 digits of the social security number, and DOB.
A customer calls in and says I have submitted my POA what steps need to be taken?
Scenario POA received
"read applicable script"
locate POA
Notation 1:
Customer calls and says I have filed, but I don’t have case information.How should you notate?
"Read applicable script"
Create Bankruptcy Case.
Close collections case.
Revoke ACH if the customer provides a case number and filing date or if the customer requests to revoke ACH.
Only revoke ACH after the bankruptcy case is created in Portal.
Check for and cancel any payment plans.
Portal notation:
An Escalation Task is NOT needed for this scenario.
6.Send email 804b.Bankruptcy Intend to file–attorney retained.
If SSN & PII matches?
Verify Personal Identifiable Information (SSN, DOB, name, address, email address, phone number) on file to see if it matches to notate this information on the account.
2.Update contact info (phone/email) so we can email the caller.
3.Request a police report.
The loan is funded- Send email 810a. Intent to File ID Theft - Loan funded.
The loan is NOT funded-Send email 810b. Intent to File ID Theft - Loan not funded, PII match.
Add case note, including documentation of what account information was updated in step 2.
Portal Notation:
What process should we follow for Validation of debt?
The CCCS team fulfills VOD & CCCS requests. If a VOD request is received via email, forward the request to notice_resolution@enova.com.
CS and Collections should follow the NetCredit CCCS procedures if the customer indicates they intend to or are working with a Credit Counseling agency.
The CCCS team will follow the processes outlined in the NetCredit Cease & Desist/VOD wiki for VOD and CCCS requests (Including how to handle a CCCS request with POA).
TRUE OR FALSE.
The account information that populates in Gencloud is always the account that the customer is calling about.
False
The IVR uses the customer's phone number to match accounts, and this can sometimes be wrong. Please remember to actively listen to the customer.
The customer inquires about the account's status while the credit counseling case is escalated, and the debt management company (DMC) is listed under the authorized party.
Notate the CCCS case:
2.
Transfer the call to the credit counseling team.
If you are unable to transfer the call, please provide their number:
888-627-3545 Monday through Friday, 8:00 am to 4:30 pm CST.
3.
Send email 602.
If a customer calls and advises that they had a payment taken from their account, and they have filed for bankruptcy. How should you notate?
Create an Escalation Task case and attach documents if applicable:
If opening a new Bankruptcy Case
Case Type: Bankruptcy
Case Status: Escalated
Activity Type: Initiate Case
Reason Code: Select the applicable reason code based on the customer's circumstances (see above for guidance)
Note: escalated to management to create Jira ticket
If a Bankruptcy Case already exists
Case Type: Bankruptcy
Case Status: Escalated
Activity Type: Work Case
Reason Code: Account Status Review
Note: escalated to management to create Jira ticket
The police report is received while on the call, what should you do?
Review case notes to confirm whether the Email Team forwarded the police report to the ID Theft Team.
Email Team has already forwarded police report to ID Theft Team:
Add Activity to existing ID Theft case.
No additional steps required.
Police report via email:
Create Escalation Task case to escalate to SMs.
Creating an Escalated Case will auto-create a JIRA ticket for SMs to attempt to locate the documentation.
The customer calls in and says I don't want to get any more offers. I am never approved. How should you proceed?
“Yes, I will be happy to assist you with that. If you do not want to receive pre-screened credit offers from NetCredit as well as from any other companies, you can elect to have your name and address excluded from pre-screen lists provided by consumer reporting agencies by contacting the information you received on the back of your letter. Is this what you’re looking to do?”
Pre-Approved Opt Out scenario applicable
Portal notation:
A call comes in, authenticated, and after your greeting, there is no response. What should be your next step? step
"I am sorry, but, because I cannot hear a response, I will end this call. If you still need support, please call (877) 392-2014. Thank you for calling NetCredit. As a reminder, you can always check your account at NetCredit.com.” GHOST CALL SCRIPT
The customer advised NetCredit that they are no longer working with the DMC.
Notate the account:
The cease and desist case associated with the debt management company is closed.
If there is a C&D not associated with the credit counseling case, please do not remove this from the account.
The primary phone number ops is changed to auto. The authorized party is removed, and the email, postal, and SMS boxes are re-checked.
True
However, never share any information about the account with an unauthorized user.
The SSN does NOT match, KBA fails, or the person refuses KBA...
Do not provide any account information. Inform the caller that they must contact the ID Theft team at (866) 255-0497. Advise them that verification will be required when speaking with the Identity Theft Department. The caller may also submit a police report.
I now want to have communication with netcredit restore my cease and desist...
Update contact information.
Restore phone ops authorization to automatic.
If there is a cease and desist case, note in case that verbal confirmation to restore communication has been requested.
Restore C&D case notation:
Keep in mind a consumer may request to only authorize letter/email or calls.
Attempt to restore Small Dollar Rule Consent.