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07-15-25 - Servicing Department Meeting

Get template

43 slides

Arlem Gomez

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

Slides (43)

1 - Freestyle
2 - Freestyle
3 - Image Choice What’s the worst time someone could call you?

1. On my day off
2. During Dinner
3. While I'm sleeping
4. Right when I clock in
5. Never. Just text me.
4 - Bullet Points Known Inconvenient Times

1. Can’t call outside of 8AM–9PM (consumer’s time zone)
2. Can’t call during times the consumer says are “inconvenient”
3. If they say, “Don’t call me during lunch,” you gotta listen
5 - Bullet Points Steps for Known Inconvenient Times

1. Add an alert with their preferred call window
2. Remove all numbers so they don’t get auto-dialed
3. Add the OI remark code to stop IVR
4. All reps must read alerts and manually call during consented times
6 - Pick Answer Consumer says, “Don’t call me before 1PM.” What do you do?

1. Note their preferred time in an alert and continue calling like normal
2. Set a 9AM follow-up anyway, you’ll get it done early
3. Remove the phone numbers, add the OI code, and manually follow up after 1PM
7 - Leaderboard
8 - Freestyle
9 - Bullet Points CBC Criteria:

1. No contact in 60+ days (if 30+ DQ)
2. Balance over $300 (unless FPD)
3. Voicemails full or not set up
4. All numbers + references attempted
5. Filebound reviewed
6. No CBC in 6+ months
10 - Freestyle
11 - Bullet Points Can I use CLEAR (TLO)? Follow the checklist:

1. CBC pulled
2. No contact in 60+ days
3. No positive ID
4. All numbers bad or no answer
5. You’ve tried working CBC numbers
6. Balance over $5,000 (unless FPD)
12 - Image Choice After this, do you feel more confident about CBC & CLEAR?

1. 👍 I’m good
2. 🤔 Getting there
3. 😬 Still confused
13 - Freestyle
14 - Freestyle
15 - Freestyle
16 - Freestyle
17 - Freestyle
18 - Word Cloud What's the most common reason consumers give for missing a payment?

1. I lost my job
2. No money
3. Lost job
4. Overextended
5. I forgot
6. Spent too much money
7. Unexpected expenses
8. Lost my job
9. Not working
10. Divorce
11. Medical
12. Job loss
13. I thought I was on EFT
14. Lost hours at work
15. Overextended
16. I had fraud
17. Bills
18. Forgot about it
19. Medical/ hospitalizations
20. Can we just move on
21. I was in a car accident
22. I forgot
23. Unexpected expense
24. Unexpected expense
25. I got a new card
26. Brokie
27. Unexpected bills
28. Jobloss
29. Jobloss
30. I’m broke
31. Hospitalized
32. Hospitalization/sickness
33. Reduced wages
34. Lost my job
35. I forgot 🤪
36. Loss of job
37. Loss my job
38. I don’t know
39. I lost my card
40. I lost my card
41. Lost my job
42. I forgot
43. My fish died
44. Don’t have money
45. Hospital
46. Forgot
47. Financial crisis
48. Fraud on card
49. death in family
50. My life is falling apart
51. I got too many bills
52. Medical bills
53. broke
54. I got sick
55. I lost my job
56. Lost my job
57. No coupon book
58. Card fraud
59. Out of country
60. Overextended
61. Overextended
62. Truck brown down
63. Jobloss
64. Medical
65. Truck broke down
66. Thought on eft
67. Not sure
68. Lost my job
69. Divirce
70. Inflation
71. Unexpected expense
72. Moved n trying to catchup
73. Lost job
74. Pay cut
75. Hospitalization
19 - Freestyle
20 - Freestyle
21 - Pick Answer Classify These Reasons: Short-Term or Long-Term

1. Recovering from surgery, out of work 2 months - Long-Term
2. Had to replace car battery - Short-Term
3. Just moved - Short-Term
4. Lost Job 4 months ago, still unemployed - Long-Term
22 - Leaderboard
23 - Freestyle
24 - Freestyle
25 - Bullet Points Common Stall Phrases:

1. “I’ll pay next month”
2. “I forgot”
3. “I’m waiting on payday”
4. “I need to check with my spouse”
5. “Can I get back to you?”
26 - Pick Answer Is it a Stall or a Real RFD?
27 - Leaderboard
28 - Freestyle
29 - Freestyle
30 - Pick Answer Push Past the Excuses: Match tactic with the right push back.

1. “I forgot.” - “What was happening around that time?”
2. “I need to talk to my spouse.” - “Let’s call them together now.”
3. “I’m waiting on money.” - “When exactly are you expecting it?”
4. “I need more time.” - “What can you pay today to avoid further issues?”
31 - Leaderboard
32 - Pick Answer Match the quote to the correct RFD

1. “My spouse left and stopped helping.” - Divorce/Marital
2. “I lost my job in May.” - Job loss
3. “This is fraud – I didn’t sign anything.” - Dispute
4. “I had to pay for car repairs.” - Unexpected Expense
33 - Leaderboard Leaderboard
34 - Freestyle
35 - Freestyle
36 - Freestyle
37 - Freestyle
38 - Freestyle
39 - Freestyle
40 - Freestyle
41 - Freestyle
42 - Freestyle
43 - Freestyle

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07-15-25 - Servicing Department Meeting

Slides (43)

1 - Freestyle

2 - Freestyle

3 - Image Choice What’s the worst time someone could call you?

4 - Bullet Points Known Inconvenient Times

5 - Bullet Points Steps for Known Inconvenient Times

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

7 - Leaderboard

8 - Freestyle

9 - Bullet Points CBC Criteria:

10 - Freestyle

11 - Bullet Points Can I use CLEAR (TLO)? Follow the checklist:

12 - Image Choice After this, do you feel more confident about CBC & CLEAR?

13 - Freestyle

14 - Freestyle

15 - Freestyle

16 - Freestyle

17 - Freestyle

18 - Word Cloud What's the most common reason consumers give for missing a payment?

19 - Freestyle

20 - Freestyle

21 - Pick Answer Classify These Reasons: Short-Term or Long-Term

22 - Leaderboard

23 - Freestyle

24 - Freestyle

25 - Bullet Points Common Stall Phrases:

26 - Pick Answer Is it a Stall or a Real RFD?

27 - Leaderboard

28 - Freestyle

29 - Freestyle

30 - Pick Answer Push Past the Excuses: Match tactic with the right push back.

31 - Leaderboard

32 - Pick Answer Match the quote to the correct RFD

33 - Leaderboard Leaderboard

34 - Freestyle

35 - Freestyle

36 - Freestyle

37 - Freestyle

38 - Freestyle

39 - Freestyle

40 - Freestyle

41 - Freestyle

42 - Freestyle

43 - Freestyle