1. Description
This procedure describes how to move a customer's collection event to avoid service restrictions.
Who
This procedure is for Collections agents only.
When
Follow this procedure to extend a collection event when a customer offers a PTP (Promise To Pay).
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2. Rules
Account holder or authorised user only
PTP applications can only be discussed with the account holder or an authorised user.
Collections team control
Only the Collections team will manage accounts (including discussing payment arrangement details) until debt is cleared in full or the PTP agreement is cancelled.
Use secure pay
You are no longer required to stop recording on the call on the softphone when taking a payment. Instead, you must use the secure pay function when taking a payment. Customers should be advised not to read out their card details; if their credit card number or CVV details are audible during the call, you must delete the call. Follow Procedure - request for a call to be deleted for information on how to request to delete a call.
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3. Tasks
1. Extend collection event date
This procedure describes how to move a customer's collection event to avoid service restrictions.
Who
This procedure is for Collections agents only.
When
Follow this procedure to extend a collection event when a customer offers a PTP (Promise To Pay).
Top
2. Rules
Account holder or authorised user only
PTP applications can only be discussed with the account holder or an authorised user.
Collections team control
Only the Collections team will manage accounts (including discussing payment arrangement details) until debt is cleared in full or the PTP agreement is cancelled.
Use secure pay
You are no longer required to stop recording on the call on the softphone when taking a payment. Instead, you must use the secure pay function when taking a payment. Customers should be advised not to read out their card details; if their credit card number or CVV details are audible during the call, you must delete the call. Follow Procedure - request for a call to be deleted for information on how to request to delete a call.
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3. Tasks
1. Extend collection event date
- Open the 'Advanced Collections GUI' using the icon on your desktop.
- Enter the customer's account number.
- Click OK. The Results window will display details.
- Click on the account displayed in Results window. The Events tab will display all events.
- Right-click the pop-up window and change the Scheduled date to the new extended date.
- Click OK.
- In the Promise Details pop-up window, click OK.
- Confirm in the Advanced Collections GUI that the collection event has been extended.
- Click Exit to close the Advanced Collections GUI.
End of procedure.
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