Notes

[8:13 AM] Belen (Guest)
Edith B. (Guest)
Call Model:
1.Opening Script
2.State the amount + Q1: Can you pay that today?
2.1 If yes, take the payment, if not Q2
3.Q2 How much can you pay today? IF ANYTHING Q3
4.Q3: Whencan you pay the remaining/the TAD
Definitions
Green

CX pays the TAD WITHIN 7 days or before the next bill
Yellow

CX pays 1 bill within 7 days or before the next bill

CX can't pay the Tad in 7 days or before the next bill
Steps:

Acknowledged the initial commitment

Raise the amount (Educate and ask how much more can you pay today)

Take the payment

Create urgency about the remaining

Avoid beingaggresive

Try to schedule the pmnt

Recap

Thank the CX
Red

Cx can't pay 1 bill in 7 das

CX pays a partial payment and no plan for the remaining
Determine reason for delinquency (how long) medical

Determine income

Educate the customer

Determine intentions

Provide a plan

Send the customer on a mission

Recap and follow up

Thank the CX
ask the following: after that what will you do with the two bills remaining? Do you have any plans by any chance?
How often do you get paid
I can give you X days from now that would be the deadline to de escalate your account
Examples of Income

Are you currently working? yes

Are we expecting a payment every time you get paid? yes

How often do you get paid?

When will you get paid? 2 weeks

Where do you get your income from?

No job? Do you get any help from the government?

Unemployed? How long have you been unemployed?

Did you apply for Unemployment?

Have you filed for your taxes yet?


Yellow

-Acknowledged the initial commitment

- Raise the amount

- Take or schedule the payment

- Determine income

- Create urgency and educate the customer

Recap

Thank the CX



Household income

Are you the only income in your house?

Is someone helping you with the bills?

Is the CoBorrower helping you with the loan? (if applicable)






Verification questions:
May I have your full physical address?
What is the best phone number to CONTACT you?
Is ######## the best phone number to CONTACT you?
May I have your email address? (only if there is a payment, extension process, or send a document)

When to verify: IB Preauthorize: at the beginning, before taking a pmnt or at the end

IB non - preauthorizeVAI AT THE BEGINNING

OB:at the beginning, before taking a pmnt or at the end

What to Verify:
ib preauth: adress, phone # and email (if we have a pmnt or an ext)

ib non preauth:last 4 of the ssn, adress, phone # and email (if we have a pmnt or an ext)

OB:adress, phone # and email (if we have a pmnt or an ext)



surprised 2
[8:21 AM] Einny Gutierrez
Why do we use defi: We use defi to look for information that are not in flex
[8:22 AM] Einny Gutierrez
Like extra numbers, workplace, references and extra information
[8:31 AM] Einny Gutierrez
2000388468
Loading...
[8:34 AM] Einny Gutierrez
We use Onbase to look for information (The difference is that is with pictures) and we look for new documents sent to us
[8:39 AM] José (Guest)
nombres ya voy a llorar JAJAJ
[8:39 AM] José (Guest)
[8:39 AM] Steven (Guest)
laugh 1
[8:39 AM] Derrick (Guest)
the bathroom will be my favorite place when we start taking calls

References may be attempted when the account meets the following parameters:
No right party contact with borrower or coborrower in last 7 calendar days
No payments that reduced the days past due received in last 7 calendar days
like 2
3 references per week
if they answered or you leave a vm you cannot call that number in the next 7 days


[8:13 AM] Belen (Guest)
Edith B. (Guest)
Call Model:
1.Opening Script
2.State the amount + Q1: Can you pay that today?
2.1 If yes, take the payment, if not Q2
3.Q2 How much can you pay today? IF ANYTHING Q3
4.Q3: Whencan you pay the remaining/the TAD
Definitions
Green

CX pays the TAD WITHIN 7 days or before the next bill
Yellow

CX pays 1 bill within 7 days or before the next bill

CX can't pay the Tad in 7 days or before the next bill
Steps:

Acknowledged the initial commitment

Raise the amount (Educate and ask how much more can you pay today)

Take the payment

Create urgency about the remaining

Avoid beingaggresive

Try to schedule the pmnt

Recap

Thank the CX
Red

Cx can't pay 1 bill in 7 das

CX pays a partial payment and no plan for the remaining
Determine reason for delinquency (how long) medical

Determine income

Educate the customer

Determine intentions

Provide a plan

Send the customer on a mission

Recap and follow up

Thank the CX
ask the following: after that what will you do with the two bills remaining? Do you have any plans by any chance?
How often do you get paid
I can give you X days from now that would be the deadline to de escalate your account
Examples of Income

Are you currently working? yes

Are we expecting a payment every time you get paid? yes

How often do you get paid?

When will you get paid? 2 weeks

Where do you get your income from?

No job? Do you get any help from the government?

Unemployed? How long have you been unemployed?

Did you apply for Unemployment?

Have you filed for your taxes yet?


Yellow

-Acknowledged the initial commitment

- Raise the amount

- Take or schedule the payment

- Determine income

- Create urgency and educate the customer

Recap

Thank the CX

Household income

Are you the only income in your house?

Is someone helping you with the bills?

Is the CoBorrower helping you with the loan? (if applicable)


Verification questions:
May I have your full physical address?
What is the best phone number to CONTACT you?
Is ######## the best phone number to CONTACT you?
May I have your email address? (only if there is a payment, extension process, or send a document)

When to verify: IB Preauthorize: at the beginning, before taking a pmnt or at the end

IB non - preauthorizeVAI AT THE BEGINNING

OB:at the beginning, before taking a pmnt or at the end

What to Verify:
ib preauth: adress, phone # and email (if we have a pmnt or an ext)

ib non preauth:last 4 of the ssn, adress, phone # and email (if we have a pmnt or an ext)

OB:adress, phone # and email (if we have a pmnt or an ext)



surprised 2
Why do we use defi: We use defi to look for information that are not in flex
Like extra numbers, workplace, references and extra information
2000388468
Loading...
We use Onbase to look for information (The difference is that is with pictures) and we look for new documents sent to us

[8:44 AM] Einny Gutierrez
References may be attempted when the account meets the following parameters:
No right party contact with borrower or coborrower in last 7 calendar days
No payments that reduced the days past due received in last 7 calendar days
like 2

3 references per week

if they answered or you leave a vm you cannot call that number in the next 7 days

If the number is busy or disconnected we are going to call in the next 3 days

We are going to delete ref only if the customer request or the ref request

Non-Authorized Live Third-Party Messages

Reference
(Reference Name) this is (Your name). I am trying to get in touch with [Customer Name]. May I leave a message? Thank you, I appreciate your help. Can you please have [Customer Name call [Your Name] at 877-298-1345 ext. [Your Name]. We will be in the office until [Closing Time for Current Day].

Reference/Third Party
"[Reference Name] this is [Your Name]. I am trying to get in touch with [Customer name]. If you could please give them a message to call me back, I would appreciate your help. I can be reached toll free at 1-877-298-1345 ext. [Your Ext]. We will be in the office until [Closing Time for Current Day]. Again, I can be reached toll free at 1-877-298-1345 ext. [Your Ext]. Thank you in advance for your help."

TEMPLATE FOR REFERENCE CALLS:
OB/REF/NAME/NUMBER/NA/ML
OB/REF/NAME/NUMBER/NA/NML MB FULL
OB/REF/NAME/NUMBER/ANSWERED "DESCRIPTION OF THE CALL"

TLO's is a list of numbers that are under the cx's name

Account must be 31+ DPD
No Right Party contact for the last 7 calendar days
There are no other good contact numbers for the borrower or coborrower.
OB/TLO/NUMBER/NA/NML

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