Res 2012-107 - Laserfiche WebLink

Home Browse Search

2.1.11 Telephone Campaigns: Begin collection efforts immediately on accounts with possible phone numbers. Accounts with non - deliverable addresses or inaccurate telephone numbers will be forwarded directly to the Agency's Skip Trace Department for research. Any messages left with the delinquent customer by the Agency will be compliant with Federal Law and rulings which requires that an agency disclose the purpose of the call. 2.1.12 Consumer Location Services and Skip Tracing: In addition to the multiple data scrubs and address validation efforts implemented upon receipt of placement files to ensure right party contact; continue to invest resources in locating consumers for the duration that an account remains with the Agency. The Agency certifies that it has procedures in place to update and monitor accounts monthly on a local, state and national search level. 2.1.13 Partial Payment Arrangements: ments: After first attempting to collect payment in full, attempt to establish reasonable payment arrangements with the first offer being a payout in 90 calendar days or less with a $50.00 minimum payment amount. 2.1.14 Complaint and compliance calls: Provide trained Compliance Coordinators to handle escalated calls and who will attempt to de- escalate the situation to determine the reason for the escalation and next course of action. 2.1.15 Fraud Accounts: For fraud cases, notify the City and follow the protocol of a disputed account. The Agency will provide fraud account protocol to the City. 2.1.16 Recalling of Accounts: Place recalled accounts (where the customer does not owe the balance due) in a "Client Cancel" status in the Agency's system for proper identification and documentation. 2.1.17 Close and Return: Establish a time closure process to return accounts that have not been collected and are not in a paying status at 180 calendar days after placement. Bankruptcy Notifications: Accounts are appropriately coded and documented, removed from the call stream, letters terminated, City is notified and accounts are closed according to policy. 2.2 ADDITIONAL SERVICES /CHANGE IN SERVICES 2.2.1 The City may direct the Agency to perform services outside of the scope of the Basic Services described in Section 2.1 above. However, at this time the Agency's provision of additional services is not anticipated. Should the City chose to utilize any additional services available from the Agency that are not included in this Agreement, the City will pay the then current rate for those services as established in a fee schedule provided to the City by the Agency at the time those services are requested. The Agency will submit a written estimate of fees to the City and obtain the City's authorization before initiating any additional services. The Agency's Warehousing Program is specifically considered to be an additional service. 2.2.2 Each material change (deletion or addition) in the services to be provided by the Agency Credit Systems Intemational 2012 5