Logistics
Remote Connection - Most clients set up a secure VPN connection to a specific computer at The Call Center which has a secure, password-protected connection to a computer located at the credit union. Typically, the credit union computer has limited access to collection software as well as interoffice e-mail. This allows us to document notes, schedule calls and communicate member specific information to credit union staff without any member data ever leaving the credit union.
Fax or E-mail - Some credit unions do not allow a VPN connection. In these instances, The Call Center receives the necessary information via fax or encrypted e-mail from the credit union. Once we receive the delinquency reports, we make the calls and take collection notes in our system instead.
Data Protection - The communication and protection of member information is extremely important. As such, we are diligent in protecting our internet connection, computers and servers from any potential security breach. Network protection is accomplished through a SEP 12.1 installation on the server and all workstations. All outside access is blocked and the network perimeter is protected by Cisco and Anti-Virus/Anti-Malware by Symantec.
Fax or E-mail - Some credit unions do not allow a VPN connection. In these instances, The Call Center receives the necessary information via fax or encrypted e-mail from the credit union. Once we receive the delinquency reports, we make the calls and take collection notes in our system instead.
Data Protection - The communication and protection of member information is extremely important. As such, we are diligent in protecting our internet connection, computers and servers from any potential security breach. Network protection is accomplished through a SEP 12.1 installation on the server and all workstations. All outside access is blocked and the network perimeter is protected by Cisco and Anti-Virus/Anti-Malware by Symantec.
Member Communication
Phones - Each client is assigned a specific telephone number for use by credit union staff and members. This phone number is displayed on the outgoing caller ID and is used for all incoming/outgoing contacts with the member.
Member Information - The Call Center will need access to member phone numbers and addresses, as well as delinquency information including total past due, date of last payment and regular payment amount. This knowledge allows us to speak with the member regarding their account and payment history so we can assist them in getting their account current.
Notes - All communications with the member are documented in the credit union's collection software. This includes notes, letters sent and call strategy. This information is viewed and updated by The Call Center staff but none of it ever leaves the credit union's computer.
Payments - If we reach a delinquent member who is ready to make a payment, we simply transfer the call to member services at the credit union to complete the transaction. The call transfer is so smooth that members often assume we are physically located within the credit union's office. We also have the ability to complete a payment authorization form with transaction details for submission to the credit union for payment processing.
Member Information - The Call Center will need access to member phone numbers and addresses, as well as delinquency information including total past due, date of last payment and regular payment amount. This knowledge allows us to speak with the member regarding their account and payment history so we can assist them in getting their account current.
Notes - All communications with the member are documented in the credit union's collection software. This includes notes, letters sent and call strategy. This information is viewed and updated by The Call Center staff but none of it ever leaves the credit union's computer.
Payments - If we reach a delinquent member who is ready to make a payment, we simply transfer the call to member services at the credit union to complete the transaction. The call transfer is so smooth that members often assume we are physically located within the credit union's office. We also have the ability to complete a payment authorization form with transaction details for submission to the credit union for payment processing.
Let's Get Started!
|
35 Lake Street S #200
Big Lake, MN 55309 |
(763) 314-0550
[email protected] |