Collector Setup

Originally Aired: October 25, 2017

Robert Buskirk discusses the collector setup in NLS. He covers the following topics:

  • Action, result, and collection codes
  • Collection User Defined Fields (UDF's)
  • How to create collection setup
  • Entering collection activity on a loan

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Hello everybody, this is Robert Buskirk with Nortridge Software. Welcome to today’s Webinar Wednesday. Today’s webinar is going to be on the collections aspect of NLS. So, I have already created a database; I’m going to take you through the configurations that needs to be done in order to use the collector mode, how to enter actions codes and result codes on a loan, and then ultimately how to configure campaigns and connect them so the collectors can call from the campaign list.

So, we’re going to get started. We’re first going to go into the setup area. I’ve already configured this database with some action and result codes. We’ll go into the collector setup and we can find the action codes, result codes, collections codes, and collection UDF. So here are just some sample entries for action codes. I’ve put in called home, called mobile, called work, inbound call, and sent email. Your list might look a little different. It’s just these are the different codes for the different activities that a collector would take when contacting a borrower. If we need to add one we can just click “add,” give it a name for the action code, and a description; which I just copied and pasted.

We’ll move on into our result code. Our result codes are configured the exact same way. Just enter the result code and put in the description of that. These are going to be the different outcomes of any of the action codes that we configured. So if you look at my list, you can see the number was disconnected or the borrower was unavailable; the line was busy, a payment plan requested, a promise was made, or the number was wrong. Once you’ve configured the appropriate amount of action and result codes, you’ll move on into the collection code area. This is where you configure the collection codes which are the child item of a combination of an action and result code.

So when you are configuring your collection codes, you’re going to have to define what action would trigger the collection and which result code will need to be selected in order for this collection code to be triggered. So if I’m adding one, you can see we get to name the collection code and then we have to define which action code and result code we are going to select. Keep in mind the action code can be set to any so it doesn’t matter which action code is selected, the result code will drive which collection code will be then triggered. We have an option if we want to save any of our collection activity into a specific comment category, we can then configure the categories up here and then select the appropriate folder to have those comments saved. We also have the ability to for a collection code to trigger a task. So a task will need to be configured in the task setup and then a certain collection code will start a certain process; maybe a repo workflow for instance. We have options for user defined fields. We have up to twenty user defined fields that we can configure in the collector mode. Last but not least, we have a promise to pay box at the bottom which is important to check if you are making a promise to pay.

I should you the user defined fields and we have the options area. The options area is really where all the functionality is defined for the collection code. So we get to define whether we’re going to be updating the last contact date; which we would with a promise. Whether we would allow that next contact date to be modifiable by the user. The promise to pay date; would that be allowed to modified by the user as well. Last but not least, we have some check boxes at the bottom of the screen to then determine how this collection code should behave. So I have just placed checks in all of them but you would check whatever is appropriate for the collection code you are configuring.

We also have some collection user defined fields. These user defined fields are different from the standard user defined fields because they don’t store values; they display values that reside elsewhere in the software. So if you would like to configure some of your user defined fields, this is the area where you would go and we’re going to come back here; so I’m just going to navigate away and I want to take you in the actual collector mode.

First what I’m going to do is go to the loan screen. I’m already there. Once I’m in the loan screen, I’m going to click on the loan tab at the top left of the screen and you’ll see in the ribbon bar that we have a collector mode icon that appears. You click on the collector mode icon and it takes us to something similar like a dashboard or the main screen on a loan but this one is geared more towards collectors. Here are some of the collections user defined fields that are in the system and these come preconfigured. So we have them as suggestions; at least templates that you can enter or display the information for. However, you can hide them or reconfigure any of these fields to display the data that you need. All of these fields that you see here exist right out of the box with the exception of the last one here I created which says, “SSN.”

Now that we’re in collector mode, I’m going to go back to the home tab and I can get a query and query all the loans in my data base. We can see the user defined fields are displaying values from elsewhere in the software. We’ll say that the collector wants to contact this individual; they would contact them with their phone number and enter the action that they took. Once they’ve selected their collection action, they would then select the collector result they’ve received. Let’s say they spoke with a borrower and a promise was made. They would select “promise made” and our promise to pay dialog appears on the screen. We see that we can find how much the promise would be. So I’ll put in a $100 here or we can just check whichever billing we would like to have paid. We can even check multiple billings and we can see the promise amount has increased by each billing and we have our 20 user defined fields which I have already configured one of them with a payment frequency; so if you want to know how frequently the borrower is getting paid, we can make that selection. We have an area where we can enter the comments, the collection call and we can see that we already inserted our phone number into this record. So I’ll make a selection here and let’s click ok. Let’s set the promise amount to something.

Okay, now we can see our collection code or the notes from our collection activity right down here. We have a date and time stamp of when the collection comment was entered, the username of the user that entered the comment, the action code and result code that triggered the collection code, and then the promise date, the amount, and then the phone number and the actual body of the comment. So we entered a promise and this promise needs to be paid so we need to receive a payment of $1301.61 by the 10/25. If that payment of that amount is not received by that date then the broken promise statistic will update. So this is a little counter here that tells you how many times a promise was broken and then after the slash is the date; the date of the last promise that was broken. So right below that, we can see that we have a kept promise statistic as well.

What I want to show you next is going to be the campaign builder. Campaign builder is a way we can create a list of loans that needs to be contacted by collectors. So I have a couple of different campaigns that I have already configured into the system. We can see I created a campaign that is pulling in loans that are between 30-59 days past due, another campaign on 60-89 days past due, I did a campaign based off of a status code; the status code which doesn’t really matter; It can be whatever status code but whatever status code you can create, you can then create a campaign based off of that, and then we have a campaign on broken promises; so promises that are broken prior to 10/25 in this situation and my last example is insurance expire so I added a collateral and defined the expiration date of the insurance tied to that collateral record. So there’s a few examples of different campaigns; you can build them by using the grid; which is what I showed you right here or you can use a SQL statement if you are proficient in writing SQL. For example, you can create a campaign that says SELECT * from loanacct WHERE days_past_due is >30. That’s just a very simple statement. You can try that out but we’re going to stick with grid right now. Once you created your campaigns, you do need to save them and once you have a saved campaign, you’re actually going to need to run that campaign. To run the campaign, you’re going to click this little red exclamation point. I’ve already run this campaign so let me just close this real quick and I’ll show you how it’s run.

Go to this campaign. As long as we don’t have an active open campaign underneath this one already, we can click the add button and then it will pull up whatever loans that need to be included in that campaign. One other thing I want to show you, if you noticed that I clicked too quickly to show you but there weren’t any loans to be included in that campaign. I knew that I had some loans in this database that are between 30 and 59 days past due. If that’s happening to you, you can go to the options tab and make sure this box is checked or unchecked depending on your need to ensure that the loans are either being included or excluded from your campaign. Now that I have unchecked that box, I can go to the campaign again and run the campaign and it does have one loan that would be added to this record. We can see now that there’s that campaign.

Once you have your campaigns configured and you’ve run the campaign, it’s very common to forget to change the status of the campaign from pending to open. If for whatever reason you cannot connect to your campaign, this is the first place I would look. We’re going to set the campaign to open and then hit save.

There’s one last thing I want to show you about these campaigns are that we have multiple columns here and so in this situation I want to include loans that are more than 30 days past due but I don’t want to include any loans that are 60 days past due. I can create multiple filters for this campaign; as many as I need to; to then have the exact amount of correct loans being included in the campaign.

All right, let’s now go into the collector mode. Again, I’m going to go back to the loan screen. I’ll click on the loan tab from the ribbon bar and go into the collector mode. If I want to connect to a campaign, I’m going to click on the connect to campaign box and we’re going to see any active campaigns that we have up here in this campaign list. I’ll collect this campaign and now we can see in the menu bar here that we are connected to the 30 to 59 days past due and there’s one loan out of this campaign. If we want to display that loan, we’ll hit get next item and then we can see the information regarding this loan, put in a certain action code and result code; say we called home and the payment plan was requested. You enter your comment and if there were any more loans in this popped loan list, what I would do is click complete collection and would ask if would you like to bring up the next loan from the list but we’re done this campaign, there’s no more to call on so now this campaign has been completed and there’s no more loans to process. Multiple collectors can connect to one campaign and then work them. As the different appear in the popped loan list for one collector, it will skip over that loan for another collector so that you don’t have another collector contacting the same borrower.

When we’re done, we can disconnect from the campaign and one last thing you can do is our campaigns would need to be refreshed or updated each and every day. Once you have a campaign that you like, what you can do is right click on the campaign and schedule it in the service so that the campaign can refresh and have a new list of loans based on whatever the criteria you’ve defined in the campaign available for your collector the moment they come in in the morning. So that’s how you would configure the actions codes, result codes, and user defined fields for the collector mode, and that’s how you would enter actions codes and result codes on a loan, and lastly how you would build a campaign builder. I said I’d come back to the collector user defined fields, so I’ll go back in here and how these to you as the last step. If you look at these, we can see these collector user defined fields are defined here. So you can see the user defined fields #1 is open date, which is what we see here. That’s pulling that value from the loan account table in the current date column. If we change it to a different number, we can see the maturity date and see where it’s pulling that value from. We can see some of the using SQL statements to then pull in on that value. I configured a user defined field 21 for the SSN and we configured that there and it now appears in this little area. We have seven more you can configure in this screen so take a look at the ones that are already configured for you and if there’s any additional needs you have, that’s where you can configure them.