TEST WORK STATION LINK User Name: 50000001 Function: Manual – No Telephony

DETAILS:
EQUIFAX, TRANSUNION, EXPIRIAN
ACD LOGIN: LINKS:
SUPPORT CENTRAL – OT LOGIN / SYSTEM ISSUE
COMPUTER – SSO | ****
EMAIL – adsyf\SSO | **** MINI MIRANDA: This is an attempt to collect a debt, any information
FDR / SIAM / AFPGUI system
obtained will be used for that purpose
OCSID username: GC ID
GENIUS – CUSTOMER SERVICE
PASS: *****
US Consumer Disclosure Matrix
x500: aaaa1073 Syf direct
Letters Directory
Address & Phone Directory
IBM ONDEMAND : GE+SSO | **** 1 (866) 419-4096
Compliance Rules and Regulations Matrix
*start menu, type ondemand
Retail Card External and Status Reason Codes Matrix
SPEEDPAY:
HELP DESK TELEPHONE NUMBER 1-1800-754-0385
Username: SSO
PROMPT: PRESS 2
To open speedpay, go to shortcuts and
You will be asked for SSO ---- 290003441
open the regular speedpay
If asked for callback number:
632-AVAYA NUMBER and change first 3 digits of AVAYA to 795
24/7 SECURITY HOTLINE 632 795 8952
CARE CREDIT NUMBER:
18664194096
EMAIL
MASTERCARD NUMBER:
1 (800) 307-7309
INTRANET
TEAM METRICS DesktopShortcuts
Ebill notification Emails Domain:
◦[email protected]
INDIVIDUAL
12:14 PM
Emails & Alerts Domain: WORKFORCE
[email protected]
COLLECTIONS

SCHEDULE

2 WEEKS CLASSROOM
1 LAST WEEK ROOM (LAST DAY)
1 WEEK LIVE CALLS NOT SCORED (almost whole day)

TRAINIEE SCORECARD
100% ---- 5 / 5 ------------ Attendance – 5%
94% ------ 9.4 / 10 ------- Quizzes / Assessments – 10% (10 items/25 items)
95.5% --- 19.1 / 20 ------ Midterm Exam – 20%
93% ----- 13.95 / 15 ----- Teach back – 15% ---
94% ----- 14.10 / 15 ----- Final Assessment – 15%
97.5% --- 34.13 / 35 ----- E-roleplay – 35% (4 calls, diff scenarios)
95.68
CREDIT 101
EVOLUTION OF MONEY
1. BARTER - exchange are a lot of goods or services for another
2. COINS – In 594 BC, Emperor Solon Fixed the value of the Greek drachma as 67 grains of silver
3. NOTES AND CHECKS – In 1694, Bank of England issued bank notes. In 1914, US Federal Reserve
started to issue its own notes. $/Dollars. Bank issue checks.
4. BANK DEBIT AND CREDIT CARDS – Card with magnetic strips can be read to indicate available
funds
5. FINANCIAL SERVICES INDUSTRY – One of the fastest growing industries across the globe
6. SATISFY CARDHOLDERS – ensure the accuracy and speed of their transactions
7. 7-9 – Average number of credit cards of the US consumers (3-5 via collections)
8. CREDIT CARD ACCOUNT – for 38% of annual consumer payment transactions (48% via coll)
9. How many owns card – Out of 10 Americans at least one credit card 7 out of 10

CREDIT CARD OVERVIEW

1. OPEN END CREDIT – revolving credit line, allows repayment and reuse of the same credit line.
Unsecured debt. Consumer opens the account either at any registered store, online, phone or
by mailing in an application. (take ones)
a. EXAMPLE: credit card, Unsecured debt – no guarantee that cust will pay
b. 85% of all applications are opened at the store
2.

TYPES OF CREDIT CARD

1. BANK CREDIT CARD – issued and supported by banks and other financial institutions.
MasterCard and Visa are the major examples of this type of card. It can be used anywhere the
logo is accepted.
2. PRIVATE LABELED CREDIT CARD / STORE CARD – credit card issued by individual companies for
use by their customers. Usually retail and gas companies and travel and entertainment cards. It
can only be used at the store where it was issued and its affiliates.
3. DUAL CARDS - Combination of bank cards and PLCC. They can be used in merchant stores who
use the card in any other store where the logo is accepted.

TERMINOLOGIES
1. Credit line – the amount the lender will allow the debtor to borrow
2. Available credit – amount of the credit unit the card holder has available to purchase on
3. Balance – total dollar amount used by the card holder
4. APR or Annual Percentage Rate – To be charged as the basis for interest charges.
5. Interest charge – Fee assessed to the card holder based on the balance owed if a customer
doesn’t pay the billed balance by the next billing date.
6. Minimum payment – smallest dollar amount that is owed by the due date
 7. Annual Fee – Fee paid by a card holder to the issuer for the privilege of holding a financial
transaction card and using it to buy goods and services
8. Due date – date when the minimum payment has to be received to avoid late fee charges.
9. Late fee – Charge assessed to an account whose payment has gone past the due date.
10. Non-sufficient funds (NSF) fee- we may impose a returned check fee if any check or other
instrument sent to us in payment or the amount is returned to us unpaid
11. Over limit fee – charge assessed for account balances that exceeded the credit line
12. Cycle Code/Date – The date each month an account is reconciled, and a bill is printed and
mailed to the card holder

GOOD CREDIT CARD ACCOUNTS

A good credit card account from a merchant’s point of view is
 Used frequently
 Does not miss a payment
A good credit card account from a cardholder’s point of view
 Provides an adequate line of credit
 Charges reasonable APR
 Notifies the card holder of special sales and discount

MONTHLY CREDIT CARD CYCLE

1. Purchases
2. Billing
3. Payment

 Interest charge on Balance

 No interest charge in paid in full

CREDIT REPORTING BUREAUS

1. Equifax
2. Transunion
3. Experian

 The CB provides us info. We make the decision

 Give the number and operation hours of CB to the customer

PROS AND CONS

PROS
 Wide acceptability
 Some can provide you with instant access to cash
 Goods can be purchased quickly and easily, n person, over the phone or online
 Some companies offer insurance on your purchases, travel insurance
 Convenience of being able to shop even when we don’t have ready cash
CONS
 Expensive
 Hard to control
 Mistakes do happen and you should cross check your receipts with our monthly statement
(discrepancies)
 Other forms of borrowing can prove cheaper e.g. personal loan and extension of your exiting
mortgages

WHO ARE OUR CALLERS / TYPES OF CALLERS

1. Primary/Joint – legally responsible for repayment on the account. Name appears on the
account/card user as the owner
2. Authorized user – primary authorized by the primary or joint to the charge on the account. Not
liable for payments
3. Authorized other OR Authorized Third Party – primary or co primary has authorized ability to
access certain account information. Written or verbal permission is needed. Notation is made in
permanent notes. Does not have charging privileges. Name shows on account on permanent
notes.
4. Authorized third party – unlisted spouse, domestic partner, government agencies. Does not
have charging privileges, cannot make changes on account. No charging privelages
5. Unauthorized Third Party / Select this for Auth User only – not aurhoized/ not card holder, very
limited access to account
6. Power of attorney/executor – Person with written or legal documentation to represent the
account on cardholder’s behalf. Has to have a legal documentation. Person can be anyone
nominated by the primary account holder
7. Store associate/manager – Client employee who works at the store. Assists our customer with
their credit card transactions and issues card at the store
 Store manager’s name
 Store number
 Present customer
 Valid ID (If Walmart customer: Driver’s license)
8. SPOUSE – NO NEED FOR DOCUMENTATION – depends, there are non-spousal states
 CONNETICUT, ILLINOIS, IOWA, MASSACHUSETTES, SOUTH CAROLINA, CANADA (will prompt)

RPC – RIGHT PARTY CONTACT NON RPC

ANYONE YOU CAN COLLECT FROM CANNOT COLLECT/DISCUSS ACCOUNT

PCH / Joint Unauthorized third party

Authorized Other Auth user
POA Store Associate
Spouse – BUT WITH RESTRICTION – coz there are Spouse – BUT WITH RESTRICTION
non-spousal states  coz there are non-spousal states
CONNETICUT, ILLINOIS, IOWA,
MASSACHUSETTES, SOUTH CAROLINA, CANADA

WHAT CAN YOU DO FOR WHO

http://collectprod.app.syfbank.com/disclosure/Content/Compliance/Disclosure.htm
CALL OPENING (General Outbound Statement):
This is [Collector Name], calling from Synchrony Bank regarding your _______ Account

JCP COLL OVERVIEW

Focus in coll
 Get shopping privileges restored
 Deliver the right customer experience
 Preserve the relationship client has with card holder

COLLECTIONS TRAINING: INTRODUCTION TO SYSTEM

SYSTEM OVERVIEW
1. GENIUS – policy and procedure information tool
2. Workstation – system tool in GUI format used to view and change account information
a. Application to view, work, maintain and update accounts housed in synchrony’s data base
(FDR)
b. Comes in several ‘flavors’. You will be using collections workstation
3. FDR or First Data Resource– Back up system used to view and change account information
4. AFP – GUI (Advance Function Production) – Sending / resending billing statement. Reprint tool
5. Speed pay – Accept debit card payments. Must be debit card associated to checking account
6. CCSD – Consumer Choice and Suppression Database
7. MDS – MANUAL DIALING SYSTEM – secondary tool, where you can review first the customer’s
account before making ws dial
8. IBM OnDemand – Tool used to view and archive the last 18 months’ worth letters and statements.
COLLECTIONS TRAINING
COLLECTIONS OPERATING PROCEDURE
OBJECTIVES
 Explain purpose of coll operating procedures
 UNV109
 Identify key points UNV109/Key Collections Compliance Categories
 Demonstrate ability to locate and apply

IMPORTANT GOVERTMENT OVERSIGHT / INSTITUTIONS

 The OCC (Comptroller of the Currency) – independent bureau in the treasure dept. that
charters, regulates and supervises all banks in us – Focused on safety and soundness
 Consumer Financial Production Bureau – independent agency of govt responsible for consumer
protection – focused on consumer impact and protection
 Federal Reserve bank – focused on oversight of bank, compliance, info security, rep risks
 Federal Deposit Insurance Corporation – Safety and soundness

COLLECTIONS OPERATING PROCEDURE

 Out lines rules and regulations for coll
 UNV109
 Must be read, understood and acknowledged with your signature once per year

CALL MONITORING OPERATING PROCEDURE

o We monitor calls to ensure we are following the collections operating procedures
RESULT CODE WHEN TO USE
No Promise A right party is identified and there was no resolution of payment or intent
to pay or the amount promised did not meet promise guidelines
OR IF PAYMENT/DEMAND DRAFT DOESN’T MEET OLDEST BILLED BUCKET
OR BEYOND 10 DAYS FROM CONVERSATION. URGENCYYYYY!!!

This includes when the right party is identified and then hangs up.
EXAMPLE. Hung-up, driving, upset etc
Payment Promise Contact made with a right party and the customer made a promise to pay
Choose this instead of by giving a dollar amount and date in the future as to when the payment
store payment because would be sent or made (can be used for mail, online, store or western
of 2 day window only union payments) ---- GET MODE OF PAYMENT, AMOUNT, DATE
for store payment
result This payment will be made within 10 days of conversation and the
amount is at least for the oldest billed bucket
“I will be properly documenting your commitment to pay keme keme”

If after 10 days, NEGOTIATE for post-dated check payment

Pay by phone Contact is made with a right party and the customer offers or agrees to do
a check over the phone with the collector
Within 20 days, SHOULD COVER OLDEST BILLED BUCKET
Speedpay Promise Payment via debit
Within 20 days, SHOULD COVER OLDEST BILLED BUCKET
Payment Sent Contact made with a right party and the customer states that the payment
has already been sent and gives the date and dollar amount (can be used
for mailed, online, store or western union payments)

This payment will be made within 10 days PRIOR TO conversation and the
amount is at least for the oldest billed bucket
Store Payment Contact is made with a right party and the customer promises to take the
payment (within 10 days of conversation) to the store and gives payment
amount and date
This payment amount is at least the oldest billed bucket.
Other result code can be used: Payment promise
Plan Xfer to CSS (CAM) Used only when the collector has gone through the steps to see if the
customer may qualify for a payment plan and the customer agrees to the
transfer. Qualifies for LOSS MITIGATION
If customer doesn’t agree to close account, NO promise DNQ
No Promise – DNQ Customer didn’t qualify for a plan or didn’t want to be transferred for a
plan and no other arrangements were made on the account
Bankruptcy Notification was given from a customer, spouse or attorney that the
customer is in the process or may file for bankruptcy OR notification from
any party on the phone that the customer has already filed for bankruptcy
RPC – Contact SEE GENIUS 2ALL1414 – generally these are situations when the account is
Exception / See file unable to be collected on – on most examples include errors on previous
calls or the account is current or will become current with previous
promised action or payments
EXAMPLE 2ALL1414
 Adjustment For more examples
 Attorney Handles
 Disputes etc.
No Message Given Non-Contact – customer not reached and there was no message or
identification made
Ex.
 Voicemail, you don’t always have to leave a message when it’s a
recording, you just disconnected
 Reached third party but need to callback but DIDN’T MENTION
SYNCHRONY BANK
No Answer There was no answer (phone still ringing when disconnection made)
Disconnected Operator message stating that the phone number has been temporarily
(Temporary) disconnected
Disconnected Phone Operator message stating that the phone number has been disconnected
Left Message Anytime that a message is left on a machine, voicemail or to a third party.
Also, anytime that the name of the creditor/client is identified
Note: If the name of the creditor is disclosed, call back number should be
given, if you MENTIONED synchrony bank
Fax/Modem Machine Anytime that the fax sound is given when calling a number
Wrong number Notification that the number we are calling is not that of the customer
Busy Busy tone
Busy or fast busy: 2ALL1501

Non-Contact Matrix
 Wrong Number
 Busy
 Fast Busy
 Disconnected
 Third Party
 Voice mail
 Or left no msg
PAYMENT METHODS / PROMISE TO PAY

OVERVIEW
RESULT: Promise or No Promise
Promise – Customer has either already made a payment, or arranges a payment with the collector
Confirm always: amount, acceptable date format, method of payment
No Promise – the customer has not made a payment, and does not make an arrangement for payment
with the collector

Documenting a promise
 Speak with the customer on the day the promise to pay is keyed
 The customer must tell you how much was or will be paid on the account
 The customer must tell you when the payment was or will be mailed
 The payment must be mailed either ten days before or ten days after the day you are working
the account
 Generally, the customer shouldn’t have another active promise to pay (there are exceptions,
where a payment can be accepted)
 Follow up date is dependent on due stage, result and date of payment

PAYMENT TYPES
 Payment by Phone (Check by phone or debit card)
 IVR payment by phone
 Overnight payments
 Online bill payment (including autopay)
 Mailed payment
 Store payments
 Western union

PAY BY PHONE
 Check by phone (ACH) – Posts to the account in 48 hours
 Customer can set up a series of post-dated payments with Check by Phone

DEBIT
 Debit card payments process immediately if run as ATM
 Post dated debit transactions come out of the customer’s account at 1am EST time of the day is
payment dated
 A debit card payment must be in the form of a MasterCard or a Visa Debit Card.
 Mastercard or visa CREDIT CARDS ARE NOT PERMITTED
 Debit card payments must be made one at a time

Pay by Phone should be suggested for any overdue account.

NOTE: DIFFERENCE between ATM and debit (debit needs cvv, debit can be cancelled but funds are held
for 5 days and pending by bank, CAN POST DATE PAYMENT /// while ATM does not need cvv and cannot
be cancelled
Accounts having the following status code CANNOT accept a debit card payment:
Z = charge off
B = bankruptcy
U = fraud
L = lost /stolen

MAILED PAYMENT
Payment sent through the mail, Standard Mailing time frame 7-10 b.days

STORE PAYMENTS
If the customer’s account type allows for store payments, the store may choose to make a payment at
the nearest location.

OTHER CREDITS
The customer may have to apply to the account through insurance benefits or store credit
These types of of credits will reduce they balance, but they do not count as a payment, and the account
will remain past due.

SKILL MEASUREMENT:
The final set of quality checks are for Skills. The following table defines the area measures

CATEGORY DESCRIPTION
State Purpose of the Call Ensures the collector clearly states the total amount due to the
customer and reason for calling.
CAP – amount tude is the payment not the total amount due

Customer Connection Collector actively listens to understand the customer’s situation and
displays an appropriate level of emoticon to ensure that we are
engaged with our customer. Effective use of the Communication
model.

Process Knowledge Collector demonstrates knowledge of collection practices, avoiding the

inappropriate use of slang or jargon (unless further explanation is
provided to the customer)

Maintain Control of the Call Efficiently guiding customer/person on the phone through the
collection call model, avoid excessive or inappropriate casual
conversation

Reason Past Due/ Utilize RFD or FFQs to understand the customer’s situation and
Fact Finding Questions facilitate the negotiation process,
 You are always required to ask “may I know the reason why
the account fell behind?”
 Unless customer paid the full customer past due or makes
promise to pay. Or just always ask to be safe.
 Always ask PROBING QUESTIONS
Top Down Negotiation Utilize top down negotiations in order ot attempt to secure the total
(Hierarchy) amount due or as close to it as possible by or before the due date. If
Urgency unable to secure a payment/promise, collector must effectively
educate the customer and utilize collection tools
“HOW CLOSE CAN YOU GET TO THIS AMOUNT DUE?”
NEVER proactively offer an amount. NEVER.

Recap/Set Expectations Confirms payment promises by restating date and dollar amount (not
required on demand drafts). If no arrangements are made, or promise
for anything else than amount due, collector advises of actions
required to return account to current status
“We look forward to that payment of AMOUNT on DATE.”
“Please take note that you have AMOUNT due again on DATE, or else
your account becomes past due again”
“Account is still past due, again this AMOUNT is not paid, to avoid fees
and interest, we look forward to you paying AMOUNT on DATE”
Any changes made on account should be mentioned as well

Closing Close with appropriate branding (client name or Synchrony Bank) -

appreciation for customer’s business