| 1.
|
Demonstrate proper customer account routing and documentation
procedures. (I)
|
| 2.
|
Demonstrate preparatory procedures for attempting customer contact.
(II)
|
| 3.
|
Review customer account history such as payment patterns before making
a call. (II)
|
| 4.
|
Describe basic customer payment deferment criteria. (III)
|
| 5.
|
Explain fees related to payment deferment to customers. (III)
|
| 6.
|
Indicate repossession notification requirements outlined by various
state jurisdictions. (IV)
|
| 7.
|
Demonstrate procedures for servicing an account in which the vehicle
has been impounded or seized. (V)
|
| 8.
|
Relate Service Member Civil Relief Act qualifying criteria and
enrollment information to eligible customers. (VI)
|
| 9.
|
Describe outlined customer location strategies to capture current
customer contact information. (VII)
|
| 10.
|
Apply customer location strategies to capture current customer contact
information. (VIII)
|
| 11.
|
Provide vehicle loan industry customer service to account holders.
(IX)
|
| 12.
|
Prepare pre-repossession letters using computerized systems. (IX)
|
|