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Servicing New Hire Training Day 7

Servicing New Hire Training Day 7. Day 6 Agenda. Day Five Review Live Calls: Blend Campaign Unique Calls Handling Insurance/Impounds Presentations. Unique Call Handling. • Asset Remarketing • Bankruptcy • Collateral Recovery • Dealer Operations • Impounds

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Servicing New Hire Training Day 7

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  1. Servicing New Hire Training Day 7

  2. Day 6 Agenda • Day Five Review • Live Calls: Blend Campaign • Unique Calls Handling • Insurance/Impounds Presentations

  3. Unique Call Handling • Asset Remarketing • Bankruptcy • Collateral Recovery • Dealer Operations • Impounds • Account Services Unit (ASU) • Insurance • Vendor Relations Others: Voluntary Surrender SCRA Deceased Customers

  4. Unique Call Handling AssetRemarketing The Asset Remarketing team is responsible for transporting and assigning vehicles to auctions after repossession.

  5. Unique Call Handling • Bankruptcy The Bankruptcyteam monitors accounts inwhich customers have filed any chapter of bankruptcy and is responsible for assigning accounts to attorneys. This team also monitors accounts in SCRAand Cease and Desist status.

  6. Unique Call Handling Collateral Recovery The Collateral Recovery team is responsible for locating and recovering vehicles that have been assigned for repossession.

  7. Unique Call Handling Dealer Operations The Dealer Operations or Dealer Controls team is responsible for investigating cases of dealer fraud or misrepresentation.

  8. Unique Call Handling Impounds The Impound team investigates cases of vehicle impound due to a variety of issues.

  9. Unique Call Handling The Account Services Unit is a customer service unit that does the following via request: ASUR • Researches unauthorized, misapplied and missing payments • Reviews account status and due date disputes • Processes name changes, SSN and DOB updates • Reviews/corrects errors in the overpayment and Transaction History • Sends PIF, Payoff Quote letters and copy of Contract

  10. Unique Call Handling Insurance The Insurance team is responsible for processing physical damage and total loss Insurance claims.

  11. Unique Call Handling Vendor Relations The Vendor Relations team is responsible for coordinating and communicating with the various vendors we do business with on an ongoing basis.

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