Collection Automation Strategies

By Michael Moore, Vice President, Senior Account Executive Sales

The workflow features within Spectrum Servicing facilitate account life cycle automation.
These items include:

• Account level views and status information
• Workflow tasks and forms/work-groups/dashboards
• Queuing assignments and follow-up
• Checklists and pop-up alerts
• Customer and account status information
• Vendor assignment/document processing

Spectrum manages process flows that are both linear and branching. Processes which include account selection, smart data-entry and follow-up can be automated with user-defined selections.

Common workflow automation areas include:

• Customer service
• Dispute processing
• Extensions/due date change
• Modifications/charge-off
• Bankruptcy/placement
• Repossession/recovery

Other account and customer service tracking areas include:

• Customer service call transfers
• Dispute/Complaint tracking and resolution
• Internal account notes tracking
• Insurance claim tracking
• Roadside assistance event tracking
• Balance owing tracking
• New customer welcome email, text, letter
• Marketing email, text, letter
• Billing issue tracking, consent changes
• Statement request, Shipment tracking
• Bankruptcy tracking
• Cease and Desist Tracking
• Disclosures sent tracking
• Fraud tracking, Skip, Repo
• Over payment, title, compliance
• Write off, charge off, Work out tracking
• Legal tracking, extension/deferment Tracking
• Impound Details, Payment Processing
• Refund tracking, Balance waiver tracking
• Fee waiver tracking, Phone call attempts
• Letters outbound tracking
• Inbound call tracking
• Email/text bounced Tracking
• Active duty military/MLA