User:Daranion305/sandbox

40% Sales 40% Negotiation 20% Collections If they stay on the phone for more than 2 minutes they want to pay! NEVER METION NEGITIVES!! NEVER SAY BUT MAKE A CONNECTION AND HELP PEOPLE MAKES YOU THE MOST MONEY!!!!! NO CAN YOU; WOULD YOU; COULD YOU NO CAN YOU; WOULD YOU; COULD YOU NEVER REPEAT IT NEGITIVES!! A – Acknowledge It I – Ignore It M – Move on

BEEP – OUTBOUND CHIME - INBOUND Testimonial {Name of Consumer}, My name is Daranion Sair, and I am an account specialist with UCB Incorporated; First and Foremost I want you to know that I am here for you. We will take all the time you need because there is NOTHING that we cannot get resolved. Here are some options that WE BELIEVE will work for you!

SPOUSE RESTRICTED STATES •	Tennessee •	South Carolina •	Wisconsin •	New Hampshire •	New York •	Georgia •	Illinois •	Iowa •	Massachusetts •	Arizona •	Connecticut Cubs are will inform you of non-spousal States Dialing and Contact Restrictions •	Arizona – Attempts to contact the place of employment by telephone are only permitted if the residence has been attempted by telephone.

•	Arkansas – Attempts to contact by telephone at the place of employment is only permitted if the consumer has been sent a written notice at the residence, (no mail return) AND NO RESPONSE HAS BEEN RECEIVED.

•	Iowa – 1 Communication at the place of employment (any medium) per 30-day period only to verify POE ((Place of Employment) with the consumer’s employer).

•	Massachusetts – 2 Attempts to contact via telephone or text per 7 day period at home and 2 Attempts to contact via telephone or text per 30 day period at the place of employment.

•	Minnesota – Can only leave collector name and phone number at the place of employment.

•	New Hampshire – Attempt to contact by telephone 1 time per 30 day period at the place of employment if unable to contact the consumer at the residence.

•	New York City – (Brooklyn, Bronx, Queens, Staten Island, Manhattan) 2 Communications (any medium) per 7 day period for any combination of numbers.

•	Oregon – 1 Telephone contact per 7 day period at the place of employment. This is only permitted if the residence has been attempted by telephone during the day or evening between 6pm and 9pm.

•	Washington – 2 Communications (any medium) per 7 day period at home and 1 Communication (any medium) per 7 day period at the place of employment.

•	West Virginia – 30 telephone attempts to contact per 7 day period for any combination of numbers and NO MORE THAN 10 TELEPHONE CONTACTS PER 7 DAY PERIOD.

Two States in the UNION PROHIBIT the solicitation of POST DATED CHECKS: •	Massachusetts •	Rhode Island TOP 6 – TRANING

•	No Answer •	Wrong Number – Skip Tracing •	Recorded Message - Zortman •	Outbound •	Inbound •	Spouse – Non Spousal States

Max Rings – Six Rings (if answering machine picks-up leave a ZORTMAN!)

ZORTMAN – “This is {agent’s First/and or Last Name} and I have an important message from United Collection Bureau, INC. This call is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. Please call {Toll Free Number}. Thank You” Third Parties

Obtain Location Information •	Address •	Home Phone Number •	Place of Employment •	Appropriate time to call •	Name of the person you spoke to

Leave a Message •	Your name •	Your Phone number & Extension •	Your hours of Operation

Commission •	A – 14% (3-6 Months) •	A1 – 24% (6-12 Months) •	B – 22% (Reoccurring Account) •	PCCU– 24% (Pennsylvania Central Credit Union) •	Q – 45% (Really old account/went through 2-3 collection agencies) Goal: Month 1 25%, Month 2 50%, Month 3 75%, Month 4 100%

Outbound Call Get that CONFIRMED YES!!! 1.	Identify the consumer (Last 4 of SSN, Birth Day, Etc.) 2.	Identify Yourself 3.	Client/Regulatory 4.	Request the Balance 5.	Strategic Pause 6.	Determine the Problem (Asking Questions) 7.	Determine the Solution (Negotiation) 8.	Update the Account (Documentation) 9.	Close Effectively (Positive in Closing)

Inbound Call •	(Recording Disclosure) This call will be monitored or recorded. •	Thanks for Calling UCB •	My Name is •	How may I give you excellent service today?

ACTIVE LISTENING; this is where the consumer will TELL YOU WHY THEY HAVE CALLED!!!!!

Spouse Call •	What are the 11 spousal restricted states? AZ, CT, GA, IA, IL, MA, NY, NH, SC, TN, WI. The spouse is treated as a third party

9 Steps To A Collection Call 1.	Identify the Customer 2.	Identify Yourself 3.	Client and Regulatory Requirements 4.	Request the Balance in Full (The Balance is due today) 5.	Strategic Pause (The pause would be 20seconds) Routing and account number today! 6.	Determine the Problem In order to work through the consumer’s problem, you must first understand what those problems are: you may start by asking: What caused you to fall behind? Acknowledge the consumer’s response and show empathy. 7.	Determine the Solution You must fully understand the consumer’s financial profile before you can determine the solution. Ask open ended questions. Identify money sources. Negotiate 8.	Update the Account 9.	Close Effectively

Hearing – In One Ear, Out the Next Simple Listening – Not fully attended Active Listening –Most effective

NHT Most Common Objections Objection	Rebuttal Did you buy this debt? (Customer)

No Sir/Mam, we are not the purchaser (Citi Bank/Chase Owns the debt); we are a Third Party Servicer Is this still gaining fees/interest? (Customer) It is no longer gaining fees or interest; and the great thing about it is that the amount you pay will go directly to your balance. Send me a Letter! (Customer) I certainly understand Sir/Madam that you would like a letter; but we have already sent you a Letter, you may have assumed it was junk mail and thrown it away. However, I have all the details in the letter here with me to have this conversation. I can’t pay that! (Customer) What can you pay? How close to the balance are you? That’s a great start; l It’s have a conversation on how we can resolve this on a timely manner! I don’t have any Money! (Customer) When is that money coming? When do you get paid again? How often do you get paid? I’ll call you back! (Customer) I understand that you are busy; all I need is a brief moment of your time, if you give me a few moments, we can get this resolved and you won’t hear from me again. I’m driving! (Customer) I understand that you are driving and I want you to be safe. Can you pull over to a safe spot? (ON HIGHTWAY) No problem, can you go hands free? When is a convenient time for us to speak? (Ask for permission to call back.) You need to talk to my spouse! (Customer) Sir/Mam I appreciate that you want me to talk with your spouse; and with your permission I will do so. It is just important that you know, your name is on the account and I will need to settle with you. My Kids are in College! (Customer) I understand that you have kids in college; I can relate and I know the financial strain. What I am trying to do is find something that fits into you budget. (I understand Completely, let’s find some other options) I’m on a fixed Income! (Customer) I understand that you are on a fixed income; What benefits are you receiving? (know where they are at) What can you pay towards the balance? ($5) That’s a great start; now let’s talk about how we can resolve this timely. I certainly understand that you want to pay $5.00 however, $5.00 a month/week will not get this resolved in a timely manner; we have about (amount of time) to get this resolved. The Balance is higher than I remember! (Customer) I understand the balance is higher that you remember. The interest and fees could have been added prior to UCB. The good thing about this; is that because it is with US, it is no longer gains fees and interest so amount you pay will go directly to your balance. I’m at WORK! (Customer) I understand that you are at work; all I need is a brief moment of your time, if you give me a few moments, we can get this resolved and you won’t hear from me again. I just made a payment! How did you make the payment (check, online, cash)? When did you make that payment (date)? What was the amount of that payment? That the amount of payment; deduct it from the balance and give them the remaining balance. (We understand that you made that payment, if we do not receive it you will still owe that $$$ amount.) I’ll make a payment next month! (Costumer) I certainly understand you want to make a payment next month. Nevertheless, we need a good faith payment today/this week/this month; before the end of this month; to get this resolved in a timely manner.

Overcome the Objections •	I understand how your situation could keep you from paying in full, I’m your account specialist and I can help you with this •	I don’t blame you for feeling that way; I would feel that way too. •	This won’t take long, and by spending some time with me now, we may not need to speak again.

•	Charged Off – Placed in Collections •	Your File – Your Account •	Hardship – Best Possible Solution •	NSF – Non-Sufficient Funds or Declined Payment •	SIF – Settlement •	PIF – Payment in Full •	Post Dates – Payments dated in advance

Cubbs 1.	ACCT: Account Number 2.	ADDR: Address (MR (Mail Returned) – Address needs to update) 3.	DOB: Date of birth 4.	CDN: Card Number {Visa 4, Master 5, American Exp. 3, Other Department stores will differ} 5.	ACT ACCOUNT: A Brand New Account 6.	ACW ACCOUNT: Actively Working Account 7.	BPR: Broken Promises 8.	NSF: Non-Sufficient Funds 9.	ATY: Attorney Account 10.	DIS: Dispute – the Customer is Disputing the Account 11.	PTP: PROMISE TO PAY 12.	STATUS: The Position the Account is in 13. TOTAL: Amount Due; below is the reminding Balance. 14.	XPH Screen: The screen you will see the account on 15. LIVE VOX: Sends the account to XPH (when beep or chime heard) 16.	MR: Mail Return (Customer’s Address) 17.	DNUM: Reference # 18.	Time Zone 0: Eastern 19.	Time Zone -1: Central 20.	Time Zone -2: Mid-West 21.	Time Zone -3: – Pacific 22.	CMD (/,?) – Command Screen 23.	IBC – Inbound Call 24.	OBC – Outbound Call 25.	EMAIL SENT BY eNOTICE 26.	CM – CONSUMER 27.	SPK – SPOKE ‘TO’ 28.	AUTH – AUTHORIZED 29.	PMTS – PAYMENTS 30.	SD – SAID 31.	MKE – MAKE 32.	PIF – PAY IN FULL 33.	DCN – DIRECT CONTACT NO PROMISE 34.	DDC – DIRECT DIAL CONTACT/RESIDENTIAL # 35.	EMP – EMPLOYER 36.	OTP – OTHER THIRD PARTY 37.	VWD – VIEWED 38.	ATT – ATTEMPTED 39.	LMR – LEFT MESSAGE ZORTMAN 40.	DCN – DIRECT CONTACT NOT WORK

F28-

HOME PAGE CUBS/ USE REFERENCE # ON HOME PAGE ALSO/= •	ACCOUNTS PAGE AFTER ENTERING # •	L,ENTER – WILL SHOW YOU THE LAST ACC. VISITED •	L,? – Last – 15 Accounts •	=,ENTER – MANUSCRIPT

FRONT OF THE FILE •	DRL – PHONE NUMBER •	NAME – LAST NAME FIRST •	1,ENTER – ADD IMPORTANT LINE { ADD MORE THAN ONE NOTE} •	2,ENTER – ADD NOTES FROM COMMAND LINE •	3,ENTER – MENU o	NOTES {ALL NOTES, MOST RECENT NOTES (B-BOTTOM), QUIT- Q,ENTER} o	PAYMENT HISTORY o	CHARGES TO ACC. o	COLLECTOR TICKLER/LETTERS o	SEARCH FOR A WORD OR PHRASE {PN (SETTLEMENT LETTERS)} •	9,ENTER EDIT INFO SCREEN o	ADD CO-CONSUMER o	CHANGE ADDRESS (STREET, STATE, ZIP) o	STATUS •	1,ENTER – {IF YOU GO TO 9, (IMPORTANT NOTE LINE); NOTE # WILL MOVE TO TOP} •	Q,ENTER – QUIT •	/,ENTER – GO TO ACCOUNT MENU/TAKE YOU BACK ENTER AN ACCOUNT XPOH              (TO ENTER COMMAND) •	XPH (Enter into Command) o	CHANGING, ADDING AND UPDATING NUMBERS o	{SELECT # (S – TO CHANGE STATUS OF #)} o	MARK IT GOOD OR BAD o	VIEW NOTES - {ENTER GOES THROUGH NOTES FORWARD; /,ENTER GOES BACK} o	3D,ENTER – DELETE NOTES {ENTER X2 TO GET OUT} o	VIEW THE CREDIT REPORT •	DL – TO DIAL #

•	VM,ENTER – MENU FOR XPH o	VIEW NOTES {ALL NOTES, MOST RECENT NOTES (B-BOTTOM), QUIT- Q,ENTER} o	PAYMENT HISTORY o	CHARGES TO ACC. o	COLLECTOR TICKLER/LETTERS o	SEARCH FOR A WORD OR PHRASE {PN (SETTLEMENT LETTERS)} •	CHOOSE A NUMBER {XPH SCREEN} •	CMD (/,?) – COMMAND LINE •	SELECT A PHONE # •	XM,ENTER – VIEW PACKED ACCOUNTS •	A,ENTER – ADD A PHONE # •	N,ENTER – TO ADD NOTES •	MS,ENTER – CREDIT REPORT •	MW, ENTER – MISC. WHIPS LIST •	CG, ENTER – COLLECTOR GOAL •	XPO,ENTER – •	?,ENTER – HELP MEANING OF ICONS •	Q,ENTER – BACK OUT •	/,ENTER – BACK OUT •	9,ENTER – CNANGE STATUS •	PAY,ENTER – PAYMENT ARRANGEMENT

FINANCIAL PROFILE •	F,28, ENTER – CONTRACT DATE & LAST PAYMENT •	SHIFT, #,ENTER – TO EXIT F’S {THE FINANCIAL PROFILE} o	F,ENTER – UPDATE EMPLOYER o	F,1,ENTER – ADD CO-GUARANTOR DETAILS o	F,28, ENTER – CONTRACT DATE & LAST PAYMENT o	F,29,ENTER – CHARGE OFF DATE & AMOUNT (WHEN INTEREST STOPPED) o	F,32,ENTER – MERCHANT ID AND CARD TYPE o	F,46,ENTER – LAST PURCHASE AMOUNT AND DATE o •	MS1,ENTER – CREDIT BUREAU REPORT •	N,ENTER – SCROLL DOWN NOTES @COMMAND SCREEN •	NN,ENTER – SCROLL UP NOTES

PAYERS & RETURN •	PAY – PAYMENT PROMISED •	PDC – POST DATED CHECKS ON FILE •	PDX – POST-DATED CHECK EXHAUSTED

•	BPR – BROKEN PROMISE •	NSF – NON-SUFFICIENT FUNDS •	UTL – UNABLE TO LOCATE (WRONG ACC. #)

NOTES: Every day on CUBS Check: •	Miscellaneous List; I.E. PTP, BPR, NSF, etc. •	CG: COLLECTOR GOAL penalty

HOW TO CALCULATE GOAL HOURLY RATE X 7 HOURS X #DAYS OF THE MONTH TO WORK X 3 X .25 (25%)

BEEP – OUTBOUND CHIME - INBOUND Remember-The Pause Shouldn’t Last for more than 20 Seconds Repeat the last statement you made for Example: “And how do you want to take care of that today?” Move to the close: “With your routing and account number I can help You put this behind you quickly and easily.”

Ask Questions •	Do you have a job? – Where do you work •	Do you have a spouse? – What’s your spouse’s name •	Do you have a checking Account? – What’s your routing and account number •	Do you have any money saved? – Lets resolve this balance using your savings or checking? •	Can anyone help you? – What family and friends can assist you with this balance? •	Do you want to make a payment on this account? – What is your routing and acc # •	Can you make a down payment? – Let get your down payment

Negotiations Testimonial {Name of Consumer}, My name is Daranion Sair, and I am an account specialist with UCB Incorporated; First and Foremost I want you to know that I am here for you. We will take all the time you need because there is NOTHING that we cannot get resolved. Here are some options that WE BELIEVE will work for you!

ZORTMAN – “This is {DARANION SAIR} and I have an important message from United Collection Bureau, INC. This communication is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. Please call {Toll Free}. EXT. 71541 Thank You” Phone Log In •	*95 •	Dial tone •	PHONE ID •	Dial tone •	PHONE PASSWORK •	3 beeps (lets you know your logged in) also black arrow next to AUXWORK

Phone Log Out •	*96

Transfer Call •	Press Transfer •	Talk •	Press •	Transfer again