PBLMS
GREETINGS/OTHER
Production Inbound-Outbound Greetings
SMS CSRs Template
Credit Reporting Inquiry
Resolution General Call Guidelines & Greetings
Contact Information and Hours of Operation
Fraud Guidelines
Not Accepting Bank Statements
Media Inquiries
Problems with Website or LMS
Product Note Format for (New Loans)
The Rejection Table
Loan Application Process
Calls with Translators or Disability Assistance Services
NON-CUSTOMERS
Payoff Calculator(for applications in pending status)
Rates and Loan Amount General responses
Fraudulent Debt Collectors Complaint
APPLICATION DENIED
General Response for Application Denial
NOAA Inquiries
Pre-approved denied response & OPT-OUT Rebuttal
CUSTOMERS
ACH or RCC Revoke
APR /Finance Fees/ Interest Disclosures with Customers
Bankruptcy Guidelines
Third Party Authorizations
Change of Address to a State with no payments processor Guidelines
Credit Reporting Inquiry-Dispute
COLLECTIONS
Class Action Settlement Response to CAS Do not Collect Accounts
Collection Settlement Guidelines
Chargeback/Returned payments
Debit Card Recurring Settlement Authorization
Debit Card One-Time Payment Settlement Authorization
Mail-In One Time Payment Settlement Authorization
Single Entry Tel One-Time Settlement and Payment Authorization
Debit Card Script Settlement with Recurring Payments
Recurring Entry Tel Script Settlement and Payment Authorizations
Mail-In Settlement Payments Authorization
COMPLAINTS
Customer Disputes Amount Debited on Maturity Date
Complaint Escalation Submission form Guidelines
Complaint Resolution Guidelines (Level - One)
CREDIT CHECKS & SOFT CREDIT INQUIRIES
LOAN APPLICATION REVIEW
Loan Verification Script
3-Way Call With Bank
Request to Withdraw application and delete information on file
Call Center Guidelines for Escalated Review Queue
Cancel/Withdraw Apllication Call Center Gidelines
PAYMENTS
Payment Pre-notification Information 2-22-22
Payment Options Active Accounts
Payment's Processing Cut off Time (ACH/RCC)
Payoff Balance Inquiry
SIL Hold payment , Pay Later , Pay Lower Amount Requests
Single Entry Tel Scripts
Single Entry Credit ACH
Debit Card Script
Debit Card Recurring Scripts Remaining Scheduled or Settlement Payments
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One-Time Payment Using a Different Bank Account
Recurring Entry Tel Script Remaining Payments Loan Agreement or Settlement
Recurring Entry Tel Script Settlement and Payment Authorizations
Catch up Amount Guidelines
PRIVACY NOTICE
Update Name, Address, Email Address, DOB or SSN
SCRA, MILITARY
UPDATE Bank Account on File Guidelines
VERBAL LOAN RESCIND GUIDELINES
Update Phone Number on File
PBLMS
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GREETINGS/OTHER