RRS Priority Intelligence Forum

Current date/time is Thu May 24, 2018 3:50 am

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  • Read This First

    The RRS Priority Intelligence Forum is for rapid communication between departments regarding important client issues, and the objective of the forum is to improve client retention by rapid response to and anticipation of potential issues clients are having or may have in the future.

    This forum is for no other purpose. No personal messages or non-client related messages are to be posted in this forum.

    Users should remember that every post on this board is a company document, a part of our records, and discoverable at law. No inappropriate remarks or deleterious comments will be tolerated, and will be regarded as misuse of company resources. As a reminder, in all of our communications with clients, and on this board, we will refer to people who owe money as "former residents" or as "consumers".

    This forum is for the sharing of intelligence only. It is not intended to act as a to-do list across departments, nor a means of shirking responsibility for your own or your own department's tasks.

    Only partners in the company may assign tasks.

    However, if common sense dictates that a reaction to some piece of intelligence shared on the board is necessary, then a poster may suggest it.
    Any reaction to any intelligence by any user of this board is to be posted under the appropriate topic, and copied and pasted either into CollectOne or Zoho.

    Users of this board are required to check it frequently during each day.

    No Emoticons will be used on this board.

    Some examples of the correct use of this forum follow.

    1. The Compliance Auditor discovers that a relatively new client is taking calls from and authorizing settlements with consumers whose accounts are in collection, instead of referring them to us. He posts a message under the appropriate topic, or creates a new topic detailing all that is presently known about the issue -- names, dates, specifics of conversations. He suggests Sales call the client to educate the appropriate personnel there on referring debtors back to the agency. Sales sees the post on the board and calls the client, successfully reeducating the property manager; he also determines that the problem occurred because a new property manager has come in and is unfamiliar with the correct process. He sends a new welcome packet to the manager, posts what he's done on the board, copies it into Zoho, and suggests that Client Services update the client record. Client services reads the post and updates the record. It then posts its response on the board and copies it into Zoho or CollectOne, as appropriate.

    2. A sales representative learns that an important contact at a client is changing management companies. He determines that he needs to establish and nurture additional contacts at the current client in preparation for the departure of his own contact, and that he needs to try to get the old contact to use us at her new management company, or at least to help us get our foot in the door with a referral. He finds out who will be taking over for his old contact, and when the old contact will start at the new company. He posts this intelligence on the board, and suggests Client Services update the client record. He also suggests to the head of sales that promotional efforts be initiated on the old client's new management company, and that literature be sent there, calls made, a visit planned, and so on. The head of sales decides on his sales strategy, delegates the individual tasks, posts his response on the board, and copies it into Zoho.

    3. A customer service representative picking up files is told by a current client that there was a consumer complaint the previous week alleging hamfisted tactics by a collector. She takes down everything the client remembers, and when she returns to the office, posts this information on the board. She suggests that Operations investigate. The Compliance Auditor reviews the account and interviews the collector, and using CollectOne notations and recordings, is able to determine that the complaint is justified. He moves the account to another collector, disciplines the offender, and makes his notation on the Board, suggesting that sales follow up with the client to ensure that the client relationship is not damaged. He then copies his response into CollectOne.

    Be advised that all users of this board are responsible for knowing and following the rules, and for checking the board frequently every day.
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    Windsor at Tryon...
    Wed Jul 15, 2015 10:43 am
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  • NuRock and Lawsuit

    We seem to have an issue at Diamond Hill/NuRock client #1628 that has resulted in a significant lawsuit threat from a consumer protection attorney. The consumer is Paula Taff, 1130969. Move out was 11/5/13, and there appears to have been both a bankruptcy and a bankruptcy conversion of which we never received notice. The attorney is now demanding a very large sum of money for alleged violation of the FDCPA including letters and phone calls subsequent to the automatic stay. I pulled up the list of creditors from the BK court and I see we are not listed, though our client is. Thus we could not have received notices from the court, but our client certainly did. I don't yet know how I'll deal with the attorney, but in the interim I suggest sales contact the client at whatever level is appropriate and let them know that without being copied on court correspondence, we place ourselves and them at great risk. Copied into Collect One.
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