Got It 10-12

1.

1 point

To obtain voice mail authorization for a detailed message, the collector should ask:

"May I leave you a detailed message?"

"I need your authorization to leave a message about your debt."

"May I leave a voice mail message specifically disclosing information about your debt?"

2.

1 point

When a debtor refuses to commit to a PIF or substantial payment arrangement, a collector may:

Close the account to the Team Leader.

State, "I will mark this as a refusal to pay," and hang up.

Offer suggestions to obtain the funds and issue deadlines for follow-up.

3.

1 point

When a collector is asked by a 3rd party, "Where did you get my phone number?", it is acceptable to respond:

"This information was obtained from public databases."

"You were listed as a reference."

"It is not your concern where I got your phone number."

4.

1 point

A collector may call the same telephone number in a 24-hour period:

4 times every 45 minutes, if the collector hangs up before the recording begins.

6 times each hour, for 4 attempts, as long as it is not documented.

3 times with 2 hours between each attempt, if no message is left.

5.

1 point

When a debtor asks, "What are you going to do if I do not pay?", it is permissible to say,

"We can sue you and garnish your wages."

"It would be to your advantage to pay before this gets worse."

"Collection efforts will continue, up to and including calls and letters."

6.

1 point

What is the approved content of a "detailed message?"

"I am tired of calling and getting no response, and you need to call me back today."

"This is a communication from a debt collector, and please call about your promise to pay."

"You can not afford to avoid this matter, as the balance will most likely increase."

7.

1 point

If a debtor asks, "How will the credit reporting affect me?", the collector should say:

"This is reported as defaulted student debt."

"You probably will lose the ability to purchase a house."

"Your Beacon score will probably drop 50 to 75 points."

8.

1 point

What is the approved method to identify a debtor in a phone conversation?

"Are you the person who attended Sample State University?"

"Is this Paul at 1515 Elm St? I have a business matter to discuss with you."

Confirm two of the debtor's identifyers -- full name, address, date of birth, or social security number.

9.

1 point

A 3rd party asks a collector, who has answered an inbound call, "What is this about?" The collector may say:

"Ask him, as he is the one avoiding our calls."

"I am not at liberty to have this conversation with you."

"We work with colleges and universities."

10.

1 point

When a collector speaks with a 3rd party in an effort to obtain location information, the collector may:

Set time reminders in the same week to follow up at strategic times.

Ask for location information and code the result as FF for 'fact finding.'

Hang up the phone if the 3rd party refuses to give information.