Working with Collections

Collections functionality in Customer Care lets users manually:

• Send a customer to Collections

• Edit Collections information

• Re-export a Collections letter

• Remove a customer from Collections

• Change a customer’s Collections Exempt status

• Add, edit and close payment plans

  A Treatment workbook is still required for automated Collections management.

Permissions

There are no new permissions needed to view Collections information in Customer Care. A new Manage Collections permission has been added to the Customer Care Admin role. This permission is required to take any action or edit Collections information.

Accessing the Collections Page

The Billing menu on the Account menu bar has a new option for Collections.

Selecting this option takes you to the Collections page for the customer. The appearance and available functionality depends whether or not the selected customer is currently in Collections.

Also, when a customer is in Collections, an alert is present on the Account Summary page that provides a link to the Collections page.

Using the Collections Page - Customer is in Collections

The Collections page provides current Collections information, Collections history, payment plans, as well as billing and spending limit information for a customer. When the customer is in Collections edit (pencil) icons are available for editing certain fields to change the customer’s status. There is also an icon in the upper right corner to take the customer out of collections as needed.

From here you can:

• Edit Collection Information - This lets you change a customer's collection status and refer a customer to a Collection Agency. When you change the Agency Status, you can also manually re-export the Collections letter.

• Re-export the Collections letter

• Remove the Customer from Collections

• View Collections History and Payment Plans

Using the Collections Page - Customer is not in Collections

When the customer is not in Collections you can view the same information as when the customer is in collections; however, there is no editing capability. All fields are read-only. Collections history and Payment Plans are presented if applicable.

You can use the icons in the upper right corner to

• Make a Customer Collections Exempt

• Send a Customer to Collections