07-15-25 - Servicing Department Meeting

Arlem Gomez

The presentation covers handling missed payments, identifying stalling tactics, effective communication strategies, and the importance of accurate documentation for resolving consumer issues.

Categories

Community

Slides (43)

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What’s the worst time someone could call you?

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Known Inconvenient Times

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Steps for Known Inconvenient Times

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Consumer says, “Don’t call me before 1PM.” What do you do?

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CBC Criteria:

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Can I use CLEAR (TLO)? Follow the checklist:

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After this, do you feel more confident about CBC & CLEAR?

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What's the most common reason consumers give for missing a payment?

1. Forgot

2. I got too many bills

3. I lost my job

4. I got sick

5. My life is falling apart

6. Fraud on card

7. Don’t have money

8. I was in a car accident

9. Not working

10. Hospitalized

11. Unexpected expense

12. Jobloss

13. Lost my job

14. I lost my card

15. I thought I was on EFT

16. My fish died

17. I’m broke

18. I forgot

19. I lost my card

20. I don’t know

21. I forgot

22. Forgot about it

23. Unexpected bills

24. Job loss

25. I forgot 🤪

26. Hospitalization/sickness

27. Overextended

28. Medical

29. Brokie

30. I got a new card

31. I had fraud

32. I forgot

33. Can we just move on

34. Lost my job

35. I lost my job

36. Bills

37. death in family

38. Lost my job

39. broke

40. Hospitalization

41. Pay cut

42. Lost job

43. Moved n trying to catchup

44. Lost my job

45. Medical bills

46. Unexpected expense

47. Inflation

48. Divirce

49. Overextended

50. Thought on eft

51. Lost my job

52. Not sure

53. Truck broke down

54. Overextended

55. Loss my job

56. Unexpected expenses

57. Overextended

58. Jobloss

59. Medical

60. Financial crisis

61. Lost job

62. Truck brown down

63. Spent too much money

64. Lost hours at work

65. Out of country

66. Reduced wages

67. Loss of job

68. Divorce

69. Hospital

70. Card fraud

71. Medical/ hospitalizations

72. Unexpected expense

73. Jobloss

74. No money

75. No coupon book

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Classify These Reasons: Short-Term or Long-Term

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Common Stall Phrases:

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Is it a Stall or a Real RFD?

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Push Past the Excuses: Match tactic with the right push back.

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Match the quote to the correct RFD

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Leaderboard

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