ACTIVE LISTENING
 Paying attention (verbal/non
verbal) –such ‘ah has’
 Paraphrasing (Feed forward)
 Summarising
 Interpreting (So it sounds from
what you are saying…)
 Reflecting Feelings
LISTEN -> ACKNOWLDEGE -> TRANSITION
ACKNOWLEDGE & TRANSITION
STATEMENTS
 "I appreciate that you're running
into a meeting.. If you can spare
me a moment of your time, I can
stop you from getting these calls".
 "Thanks for letting me know that
you've already spoken to
someone, I want to help you
can...."
 "I understand your wife pays the
bills.. If I can share some important
info with you for you to share with
your wife, it'll save you having to
call us back."
 “Thanks for making the payment, if
I am able to confirm some
payment details then I may be able
to stop you receiving further calls
and letters".
 "Appreciate your patience with us,
if I can confirm some details, we
can resolve the matter. You don't
have to worry about it anymore".
PROFILING AND MONEY SOURCES
SALARY vs. EXPENSES
 How much are you earning?
 How many of you are working in
the house?
 How many are your kids?
 How do you make ends meet?
 How can you get by?
CAPACITY TO PAY
 DEMAND PAYMENT IN FULL
 IF A CUST OFFERS LESS THAN PIF
 PROFILE CUST and SUGGEST
MONEY SOURCE
TYPES OF COMMITMENT /
ARRANGEMENTS
4 TYPES OF ARRANGEMENTS
 PAYMENT IN FULL (PIF)
 SETTLEMENT / DISCOUNT (usually
for old accounts 3yrs and above
based on the loaded date)
 INSTALLMENT PLAN (PAYMENT
ARRANGEMENT/ PART PAYMENTS)
 UPFRONT WITH INSTALLMENTS
(GOODWILL / LUMPSUM)
 RECURRING PAYMENTS – Weekly,
FN, Monthly
How does profiling assist us with making
the most sustainable arrangement
between our customer and BC?
EFFECTIVE PROFILER
 Acknowledge
 Listen
 Open and closed question (asking
questions answerable by Yes or
No)
 What are the sustainable options?
 Recap
WHAT DO WE MEAN BY ‘MONEY
SOURCES’?
*Questions that can help*
 Do you have any unused items to
sell to pay off this debt?
 Do you have any saving that you
can use to pay off this debt?
WHAT DOES THE DEBT COLLECTION
GUIDELINE SAY ABOUT IT?
It is unacceptable to pressure a
customer to:
 PIF or in unreasonable large
installments or to increase
 payments when you are aware
they are unable to do so.
 Pay a large upfront amount
and state that only afterwards
will consider payment
arrangements.
 Get further into debt to pay
out an existing debt.
 Show proof of unsuccessful
alternative credit app before a
repayment plan will be
negotiated.
 Borrow from family or friends t
pay out a debt.
 Access their superannuation
early.
 Under no circumstances should
you provide cust with financial
adv.
PROFLING TIPS
 BC can be flexible – our goal is to
achieve a sustainable arrangement
that provides a win – win solution.
 NCCP recommends review every
3mos however review periods can
be determine on PDL files
depending on the individual
circumstances.
 Make arrangements in the same
frequency of when the cust gets
their income.
 If unsure. Gain all the info from
cust and bring it up to TL.
NEGOTIATION SKILL
Give and take discussion or dialogue in an
attempt to reach an agreement or settle a
matter.
Why is it important to your roles?
 Help you achieve your KPIs
 Helps the business achieve its
goals
 Helps earn more money in
bonuses
 Helps achieve more clients -> job
security
 Helps customers resolve their debt
situation.
WILLINGNESS vs. CAPACITY
CRITICAL GATEWAY QUESTIONS
 Payment in full is required today.
Can you pay that amount today
using a credit or a debit card?
 When can you pay?
 Can you pay $xxx on (date)?
TYPES OF CUST
 Capable/ willing – commits to
initial and/or subsequent
payments showing willingness to
pay.
 Unsure/Uncertain/ Vague –
commits to initial payment only
and no subsequent payments or is
unsure about any commitments
 Reluctant/ Unwilling/ Incapable –
will not or cannot commit to initial
or any subsequent payments.
WILLING CUSTOMER
 Get initial payment or
commitment to initial payment
 Acknowledge initial payment or
appreciate initial commitment
 Give customer a WIIFM or raise
payment if possible (consequence
or benefits)
VAGUE CUSTOMER
 (INITIAL) Gain initial payment or
commitment to initial payment or
gather potential commitment date
 (PERMISSION) Ask for permission
to investigate (profiling) / Provide
WIIFM
 (INVESTIGATE) Identify at least one
source of consistent income
 (CONSISTENT) Establish regular
commitments from income source
identified
  (RAISE OR SOONER) Raise offer
made consistent payment with
WIIFM or get payments sooner
with WIIFM with a better deal.
RELUCTANT/INCAPABLE CUSTOMER
 (REASON) Identify reason for non
payment – open ended questions.
 (PERMISSION) Ask for permission
to investigate / Provide WIIFM.
 (INVESTIGATE) Identify at various
source of income – REGULAR /
ONCE OFF INCOME
 (RECOMMEND) Recommend a
solution based on findings / Show
a way avoid collections activity
CALL CLOSING
Importance: People always retain mostly
what is said at the start of a conversation
and things discussed at the end of a
conversation. Helps increase your kept
rate significantly.
Important things to state at the end of a
call?
 Update all contact details.
 Urgency of payment and why it’s
important to pay
 Next payment due date
 M.A.D.F. (Method, Amount, Date
and Frequency)
500004012620
CLOSE
 Update accnt info
 Re-cap arrangement
 Thank cust.
CLOSE NO SOLUTION
 Update contact info
 Gain cb commitment
 Recap what happens next
 Thank cust
CLOSE PARTIAL SOLUTION
 Update contact info
 Gain cb commitment
 Recap ptp and/or next action
 Thank cust
IMPORTANT POINT TO CONSIDER
 Identify intentions based on
unwilling/ unable negotiation
 Always challenge tentative voices,
broken PTPs & account history
 Don’t jump to conclusions and
make assumptions
 Avoid BUT and HOWEVER
 Don’t be negative
 Don’t harass or mislead or deceive
or be forceful
PAY ARRANGEMENT GUIDELINES
(refer to print copy)
PAYMENT METHODS ARRANGEMENTS,
CC AND DD PROCESSING
Payment Methods
(Debtr or auth person can make a
payment)
 Credit Card – can be done directly
through iSeries / credit card portal
 Direct Debit – can be done in
Iseries but need an auth from cust.
(Name of the Account, BSB/ Bank
accnt number
 Bank Transfer – not done via
Iseries, prov cust BC’s bank dtails.
(Details: see printed copy).
 BPAY – not don via Iseries, but
prov the cust the biller code, ref
num and check digit
(can take up to 48hrs for funds to
arrive)
Biller code: 899104 (Alliance
Factoring)
BPAY Ref#: Case# plus check dgit
(Collectors screen, <CD> ctrl, paste
dtdecers case# then CNTRL)
 Post Billpay (AU post online
services) – not don via Iseries, but
prov the cust the biller code, ref
num and check digit
Phone: 131 816
 Website: www.postbillpay.com.au
Biller Code: 0890 (Alliance
Factoring)
Ref#: Case# plus check dgit
(Collectors screen, <CD> ctrl, paste
dtrs case# then CNTRL)
 Money Order/ Cheque – not done
via Iseries, but prov BC’s Locked
Bag num and ref num.
 AU Post – can make a payment in
post but have to bring the letter
with the bar code
PAYMENT METHODS & ISERIES
(Shift+F10)
R (recurring or upfront payments –
Weekly, Fnightly, Monthly) or P (PIF, SIF
or Part Payments) or C (Credit or Debit
Card)
 Australia Post – A
 Direct Debit – D
 BPAY/ Post Bill Pay/ Bank Transfer
/ Money Order/ Check: Blank
LINK ACCOUNT PAYMENT
 Advice cust that were seeing a link
account
 Ask if its okay to discuss the matter
with them
 Collect and negotiate
CREDIT CARD PAYMENT
“The recording will be pause while
processing the payment and it will resume
after.”
If the payment of credit card will not be
today will require a Minimum $11.00
payment for todays call to process the
future dated payment.
CC PAYMENT DECLINE REASONS
 Invalid Card Number
 Unknown Bank Code
 Incomplete
 Invalid Merchant
 Expired Card
 Suspected Fraud
 Card Reported Lost
 Stolen Card
 Lack of Funds
 ExdWthDrlLmt (Exceeded card
limit)
 Refer Issuer
DO NOT DISCUSS THE FF DECLINE
REASONS TO CUST:
 REFER TO THE CARD ISSUE
 SUPPOSED FRAUD
 CARD REPORTED LOST
After CC Payment
*always give the receipt number beside
‘CCD’ on narratives.
SAMPLE SPIEL
“You’ll be paying the full amount of $$$$
on 16/00/00, however management still
require a good will payment of 25% today
and that is….”
Changing the Next payment Due date for
DD
 If cust calls in and req to change
the next payment due date you
can modify this by F12 / F10 from
the case inquiry screen.
Cancelling a DD Agreement
 If any reasons the verbal DD needs
to be cancelled, access the direct
debit via F12/F10 from case
inquiry
 Input a ‘Y’ in the “Cancel Direct
Debits”
 Control or enter to confirm
 A narrative will be place on the
case stating “D/Debit details
updated: Direct Debits Cancelled
Missed Payment
DEMAND FOR A PAYMENT FOR MISSED
PAYMENTS!!!
“You have to make up the missed
payment”
CONS & BENS OF PAYMENT OR NON-
PAYMENTS
BENS
 “When the full amt is paid, your
credit report will be updated.”
 “When the full amt is paid, you
wont rcv collection calls for this
accnt. “
 “You’ll have one less thing to worry
about when this accnt is paid.”
 “You’ll avoid further inconvenience
(e.g. letters, phone calls) by paying
this debt.”
CONS
 “If you fail to comply with this
arrangement, we might ask you to
pay the full amt next time.”
 “If this arrangement gets broken,
you’re likely to receive another
phone call from us.”
 If this arrangement gets broken,
there might be a negative impact
on your credit report.”
SUGGESTED TRANSITIONAL STATEMENTS
 “To better understand your
financial situation I will be asking
you some questions.”
CENTRELINK BENEFITS
 Not supposed to give benefits to
customers
 A gov’t agency in AU; where they
aske for assistance depends on
eligibility
PROFILING FACTORS
Housing (mortgage/rent). Fuel and Power,
Clothing and Footware, Medical & Health
expenses, Alcohol, Transport, Recreation
DEFAULT LISTING
Maybe in a very bad debt and will have a
hard time to get another loan.
*Failure to fulfil an obligation or to pay a
due date ff a lawful demand for payment.
*Listing of an overdue accnt or late paid
accnt on a persons credit history with a
Credit Bureau or when used as a noun, a
Debt which has been listed as a Default.
“This may be in default, but pls check it
with the Credit Bureau for you to be sure.”
BC’s Policy
 No debt will be Default Listed
unless a written notice has been
sent to Cust’s last known address
req for PIF
 BC will not threaten with Default
Listing nor use it to penalise.
 BC has a commercial interest in
maintaining the quality of info
record in Credit Bureau
UPDATING DEFAULT LISTING
If cust req us to updated their default and
its not updated yet.
 Create W/R 788-115
 Send case no. to TL, to be sent to
CRG
 Put in narratives – “default not yet
updated.”
CREDIT REPORTING
When explaining the ben of paying a
default we must adv the ff:
 “Your default listing will be
updated as (pif/sif), however the
listing will not be removed from
your file, it will still exist as a
(paid/settled) listing.
If cust asked if can obtain a credit in the
future, adv the ff:
 I cannot comment on ur elig for
credit in the future, it iis strictly at
the discretion of the
lender/institution whether they
provide you a credit or not.”
DEALING W/ STAT BARRED
*A claim, agreement or right that can’t be
subject of any legal action cos it is too late
after the date has been exceeded.
*A credit prov can no longer demand that
he pays for his debt cos the credit prov is
prevented by Statute of Limitations from
enforcing the debt.
Debt has passed the Statute Limitation
period cust doesn’t have the obligation to
pay it anymore and that debt can no
longer be pursued in court.
Types of STAT BARRED Debts
 The first period is counted from
the date of debt or last payment or
from the last letter rcvd from the
cust acknowledging the debt.
 Each jurisdiction in Au has enacted
legislation that sets limitation
periods for diff types of debts and
other legal abilities. The legislation
also prescribes what happens
when the relevant limitation
period expires.
*6yrs – Australian Capital Territory
(ACT), New South Wales (NSW),
Queensland (QLD), (SA), (TAS),
(VIC), (WA), (NZ)
*3yrs – Northern Territory (NT)
BC’s Policy
 We DO NOT demand for payment
for stat barred debt.
 When rcng a call for Stat Barred
debt its important to make it clear
to the cust that the limitation
period has expired.
 It is also important that we do not
in any way induce an
acknowledgement of debt after
the limitation period has expired.
“You are no longer liable to the debt, but if
you can make a payment, I can process it
for you.”
STAT BARRED – ISERIES
 F12 + SHIFT F8 – to check the last
payment on the accnt.
STAT BARRED ACCOUNTS LISTED AS
DEFAULT
“Credit Reporting Code Section 20.6:
Any customer req for a removal of a
default that is stat barred must apply
directly to the Credit Bureau not the Credit
Provider.”
DEFAULT REMOVAL PROCESS for STAT
BARRED ACCNTS
If cust called us in relation to default
removal under his stat barred accnts..
 Adv cust that we will send the stat
barred Veda notification letter
thru email to him and they have to
call Veda to apply/req for the
removal of the listing.
 Creat the stat barred Veda noti
letter and send to the cust.
If the cust they were adv by Veda to call
us, ask for the Veda rep who adv so that
we can prov feedback.
 Still adv the cust to contact Veda
to apply for the removal of a
default.
CLOSURE CODES
IB CALL: We can discuss accnts that have
the closure codes below.
OB CALL: If linked accnts, we should not
discuss accnts “proactively” that have the
ff closure code, unless a cust asks:
UPDATING DEFAULT & CLOSURE CODES:
Accnt not updated their default and the
next expected event is any of the ff:
 ACCNT COMPLETED BAL PD
 ACCNT COMP BAL TRIVIAL (<10)
 ACCNT COMPLETED LEGALLY
UNRECOV
 CLOSED – FULL &FINAL
ACCCEPTED
 ACCNT COMP – BALANCE NIL
 CLOSED PART PD NAL WRTN/OFF
 TELSTRA PIF RECALL
CONFIRMATION
If cust req us to updated their default and
its not updated yet.
 Create W/R 788-115
 Send case no. to TL, to be sent to
CRG
 Put in narratives – “default not yet
updated.”
SENDING SMS
Shift F1 -> 981 ->put (S) -> put seq (2)
HANDLING OBJECTIONS
10 COMMANDMENTS
 Treat the accnt as if its your own
 Treat every call as if it was ur first
 Be level headed, never lose your
temper.
 Follow the Golden rule.
 Be flexible and open minded.
 Do not let the call control you and
affect you, move on to the next
call.
 Listen to the cust
 Listen to the cust.
 Be optimistic, always think
positive.
 Compromise, NEVER ARGUE.
 Don’t be emotional.
DEALING W/ EMOTIONS
 Bridging is an art or a skill that
deals w/ emotions.
Listen – Acknowledge – Pause –
Transition – Give options
(Transitions Examples)
**I need to know more about your
financial status before I set up a
payment arrangement.
**I can consider that, but I’d like
to ask a few more question
questions to better understand
your situation.
(Options)
**I’ve worked with customers who
have similar situation and we’re
able to work out a solutions. Let’s
work together to get your accnt
out of collections.
**Let’s see some option that will
help make this accnt one less
worry of your back.
3 STRATEGIES IN DEALING OBJECTIONS
1. Anticipating objection
2. Overcoming
3. Exploring
OVERCOMING OBJECTIONS:
 I am unemployed/ I am only on a
benefit.
** I understand that your budget
may be limited. How long have you
been unemployed? Are you
currently looking for a job?
**What kind of benefit are you
getting/ Have you applied for a
benefit?
 I recently lost my job.
**Im sorry to hear that, Im sure
you’ll bounce back soon. Some of
our customers use their
redundancy pay or last pay to clear
off their debts; I encourage you to
do that too.
**Are you receiving employment
assistance?
**Since your unemployment, how
are you taking care of your other
bills.
 I only work part-time. / I have
insufficient income.
**Do you have a benefit?
**Have you talked to Clink to see if
they can help you top up your
income?
**Are you renting? Is somebody
helping you pay the rent?
**Are you studying? Do you
receive any student allowance?
 I got sick. / I cant work yet.
**That sounds quite difficult
**When do you think you can get
back to work?
Can u defer / reduce payments for
ur other debts/ bills so you can
chip away at this one?
EXPLORING OBJECTIONS
 Applied for a ben, but still waiting
for it to be processed.
**Im glad you sought help. Did
they say when you’ll rcv the ben?
 My ben was cut-off.
**May I know why it was cut-off?
Did they say if when it will be
resumed?
 Just supported by the family
**Maybe you can pay them back
when you get a job.
**Its good to know that you have
their support. Can you aske them
to help you pay this debt?
 I cant pay higher amount than (x)
**If cust had a better arrangement
before say,:
***You’ve committed to paying a
higher amount before. What
enabled you to do then?

 Single Parent, Support my kids.

**That must be challenging, Do u rcv
any single parent ben?
**Who’s helping you with your bills?
**Do you have any other sources of
income, child support or assistance?
**Have u considered selling
old/unused items. Items can be sold
through online stores or garage sale.

 I still have other bills to pay.

**I understand that those are your
priorities but this debt is also
something that requires ur
attention.
**Im not asking you to disregard
ur other commitments, Im saying
that this debt is also important.
DISPUTE
COMMON TYPES OF DIPUTES
1. Service Disputes – cust who
may state that they weren’t
satisfied with the service they
rcvd, thus disputing.
>>Have you tried talking to the
(Client)?
If asking for discount >> Ask for
proof of documents.
2. Fraud – cust state that they did
not opened by themselves.
>> Ask to send evidence such
as Colour copy of Drivers
License or Passport (front and
back), Dispute letters, police
report, statutory declaration, 2
proof of addresses to fax, email
or mail. 10 business days to cb
to 14calendar days.
3. Balance - Cust may dispute the
bal on the grounds that they
had prev settled the accnt or
made payments. Req for sup.
Docs. (Proof of payment:
receipt or bank statements;
Evidence that part of the
charges were credited by the
client.)
4. Incorrect Party – cust is aware
of the accnt but claims that
they are not legally responsible
for the debt.(Dispute letter,
Business – contract /
confirmation of when the
business was purchased and
the debt was exluded from/
included in sale agreement;
Personal – confirmation from
the client regarding move out,
if no contact was made, all
charges incured after remain
once proof debt is provided.)
5. Poor Service – when cust had a
prev dispute with the original
service/credit provider due to
not rcvng the service. (Dispute
letter and document to
substantiate the lodgement
and reso of the prior dispute.)
**Probe to Clarify Dispute**
DISPUTE PROCESS:
1. Check Dejar or All Share, when
needed.
2. If dispute is valid, offer
discounts or settlements, if
eligible.
3. Submit letter of disputes w/in
14 days.
>>Sample Spiel: “Please prov
info regarding your dispute to
us w/in 14days. In the event
we do not rcv this info, we are
unable to conduct our
investigation and the disputed
is deemed resolved. Collection
call may subsequently
recommence.”
4. Put a dispute flag in ISeries.
Once we rcv the doc fr cust.
(Shift F7 -> [Type] 570 ->
5. Adv cust that we will hold the
calls for 14 days, and if we
have not rcv their dispute, we
call them back. (NO NEED TO
CREATE W/R)
TELSTRA DISPUTE
Cust is on the line, agent will call T while
cust is on hold, once finished with T, agent
returns to cust call.
1. Before calling T, open the accnt in
Session B.
2. Go back to Session A.
3. Do a Consulting / Warm Transfer
4. The cust will be placed on hold.
5. Once you ar sw T rep:
>>Adv name and calling from BC.
>>Delivering MSD.
>>Provide T password, T accnt
number, and cust name.
 >>Ask relevant questions regarding
the accnt.
6. After conversation with T input N
to retrieve original call.
SAMPLE RELEVANT/COMMON
QUESTIONS:
 Were there any joint accnt holder?
 Were there any auth persons on
the accnt
 What is the current outstanding
bal on your system?
 When was the last payment made
on the accnt?
 What date did the account fall into
arrears?
 What services was this account
for?
 What date was this account
connected?
 What date this account
disconnected?
 How was the service connected?
 What was the service address?
 What was the billing address?
STOPPING COLLECTIONS ACTIVITY
Bankruptcy, Deceased, Incarcerated
INDIVIDUAL – BANKRUPTCY/ INSOLVENCY
1. Ask for bankruptcy date and
number.
2. If they do not have Bankruptcy
dtails, get full name and DOB. The
bankruptcy team can conduct a
search.
3. Ask for DOB and full name, if not
on file.
4. Input narratives with FN and DOB
if applicable, bankruptcy date nad
num.
5. Refer account to Bankruptcy team
with 872 W/R.
***Cancel all telephony/ letter
request. DO NOT COLLECT.
COMPANIES – LIQUIDATION
1. Ask for liquidation date, liquidators
name and contact num. If avail
update in possible contact,. Input
2762 W/R.
2. If they do not have the details,
ensure we have their ABN or CAN
number. The bankruptcy team can
conduct a search.
3. Ask for ABN/CAN and full company
name, if not on file.
4. Input narratives with full Company
name, ABN/CAN number,
liquidator name and number.
5. Refer accnt to Bankruptcy team
with 872 W/R.
***Cancel all telephony/ letter
request. DO NOT COLLECT.
DECEASED
1. Confirm if there is an executor of
the estate.
2. If there is one, request for contact
dtails.
3. Update in the F11 possible
contact. Input 2762 W/R.
4. Next person will need to request
LOA.
5. If there is no executor, request for
a death certificate to be sent to
our fax, email or mailing address/
6. If unable to prov death cert, ask
for the date the cust passed away.
7. Put the accnt in deceased review
bucket (837)
INCARCERATED
1. Ask where they are being held, for
how long and when they will come
out.
2. Ask if there is anyone acting on
their behalf. If yes, get power of
atty./LOA.
FINANCIAL HARDSHIP
REASONS FOR HARDSHIP MAY INCLUDE,
BUT LIMITED TO:
  Change in work situation
 Change in domestic situation or
death in the family.
 Temporary/ permanent illness
injury or disability.
 Elderly (>65 yrs old)
 Emergency event or national
disaster.
IDENTIFYING HARDSHIP
 Verbally on a recorded call or in
writing or by
 Customers referral
 Financial counsellors or credit
management may refer cust to
prov BC info and documents that
illustrates hardship.
PROVIDING SUPPORT
Factors include, but not limited to:
 Cust’s capacity to make
contribution to their debts;
 Cust’s current situation
 Cust’s cumulative amt in debts.
 Other supporting docs, such as:
>SOFP, income statements,
mortgage dtails, rent rcpts, lease
agreement.
>outstanding accounts statement,
bank statements,
>court papers or medical reports or
proof of injury claim, etc.
PROCEDURE:
1. Send out a Statement of Financial
Position by work request 55/1
2. Advice debtor or LOA to send all
relevant supporting documents
and attach a letter with their
request (hold interest, waive the
debt, etc.).
3. Input a telephony work request for
15 days and advise that we will call
back to follow up, if docs. are not
received.
TIMEFRAME
 We must prov the cust 21 days to
apply and prov supporting docs for
a hardship application.
>We can add 7days for this info.
(Not pro-actively offer)
WHO IS ABLE TO CLAIM FINANCIAL
HARDSHIP?
 Hardship provisions are only
available for consumers whose
problems are temporary.
LONG TERM FINANCIAL HARDSHIP
 It would be best for cust to seek
assistance from Financial
Counsellors; Provide them the Au
Financial Counsellors hotline
number: 1800 007 007.
CONTIGENCY ACCOUNTS
Vision Asia, Brand Developers and Debit
Success – BC collect o n behalf of them.
These are known Contingency Account
(ARL).
 Vision Asia – (2000) a cable service
providing cultural and
entertainment needs of South
Asians
 Brand Developers – Au’s leading
Direct Response TV Company
specializing in product dev.,
infomercial shopping and multi-
channel retail distribution.
 Debit Success – providing billing
services for NZ and AU fitness
industry, one of the largest full
service direct debit initiators ins
AU.
DIFFERENCE BET. ARL and PDL
 Able to work in a limited period.
 Not able to give discounts.
  If cust offer for sif (we still need to
check with client)
 NO stage we are able to give
discount to the cust.
 Always check accnt if ARL or PDL.
BAYCORP NZ ACCOUNTS
Accnts that was originally from NZ system
but moved to AU system due to cust
moved from NZ to AU.
 Easier for the cust to make
payments and to keep operational
costs down.
 Mostly PDL so we can offer
discounts, for large discounts, best
to consult Ben Fernando.
 Original NZ case num will be found
at the Notes so in cases we need
further info.
 If for any reason an NZ account
gets through, tf the call to NZ ARL
Team.
DISPUTES and OTHER REQUEST
 Baycorp (NZ) Cont
Cont
VISION ASIA PTY LIMITED
 Debit Success
Cont
DEBIT SUCCESS PTY LTD
 The TV Shop
Cont
BRAND DEVELOPERS AUS PTY LTD
The AU Reso Team only handles PDL
accounts, for all AU ARL based clients
refers these to the client.
788 / 106 W/R to get through to the NZ
Platinum
Platinum.nz@baycorp.com.au where all
corr with the cust to be sent.
THINGS TO REMEMBER:
 Focus on giving cust serv. Do not
be forceful.
 Same spiels and result codes will
be used.
 Most accnts are under $1000.
Make collections easy – first
referral.
 Use default listing as consequence.
 You can discuss other files for the
customer but you cannot link them
to PDL files.
 Do not put a dispute flag if cust has
issues to the debt. Advise if
relevant docs have been rcvd, TAT
should be 2-3 days.
SENDING EMAIL FORMAT
Subject : Baycorp Private and Confidential,
re reference number _______________
Body:
“Without prejudice”
Client: ___________________
Baycorp ref: ___________________
Original Accnt:
Current Balancence
Assignment Date:
ACCESSING DEJAR
From case inquiry screen
Shift F1 then F5.
ALL SHARE
PAYMENT ALLOCATION AND ISERIES
From CASE INQUIRY SECREEN ->
F12 -> F9 -> F10 -> F11
 To see transaction history (i.e.
interest added, principle, balance,
etc.)
DOSSIER NARRATIVES
  Prov us with info that was passed
on by the Clients.
 Help us understand all previous
collections activity on the account
(contact made, letters sent, PTP’s
made, conversations dtails before
debt sale)
 From case inquiry -> F12 -> F8.
Complaints Resolution Management
Policy is located in Collection Point
Complaints can be lodged by TL / Reso
Team
 Privacy and Data Integrity –
regarding disclosure of info to an
incorrect party.
 Timeframes – Complaints
regarding the timeframe to
complete an action.
 Recourse – regarding accnts which
cust claim should be referred back
to the client.

AU Reso Team
 To reach a mutual agreement
 They handle disputes and/ or
complaints.

Ext: 2470 (do not give to cust)

Ph: 1300 304 716 (do not give to cust)
E: All other states:
customerservicesyd@baycorp.com.au

for Western Au:

customerservicewa@baycorp.com.au

Internal E: resolutions@baycorp.com.au
(do not give to cust)

Timeframes:
Day 1: Receipt of Complaint or Dispute

COMPLAINTS TYPE

 Action and Procedures – relating

to refusal of info (such as proof of
debt) or decline of hardship.
 Communication – Complaints
relating to the frequency of our
contact or being contacted in
error.
 Employee issue – Complaints
relating to dissatisfaction of agents
conduct.