Page 104 - Microsoft Word - NEW 2017 Standard Program.docx

have a Recovery Agent make contact with the party in possession of the collateral to
determine the ability of that party to continue making payments.

The Recovery Agent’s efforts in the field should be the same as with any other assignment;
to resolve the account according to the lien holder’s directions. When conducting field
assignments, the Recovery Agent should identify himself as a representative of the lien
holder and conduct himself with professionalism and respect toward the debtor or others
with whom he makes contact. As with any assignment, the Recovery Agent must read
and follow all instructions. Whatever the purpose, the Recovery Agent should complete
a Condition Report and take digital pictures of the collateral to be forwarded to the lien
holder.

If the collateral is not at the given address the Recovery Agent should make every attempt
to determine the location of the collateral from the debtor. If the debtor cannot be
contacted, the provided address must be verified as valid or invalid for future contact.

Conducting Face-to-Face Field Call Assignments:
Examples

“Hi, I am (name). Are you (Mr. or Mrs. Debtor)? I represent (creditor) on your
(collateral) and I have been instructed by (creditor) to complete a condition report and take
some pictures on (the collateral). If you have any questions I would be happy to
provide you the name and telephone number of the supervisor who sent me out and I
believe it would be in your best interests to call him/her.”

If the field call is being arranged by office staff, the following procedure should apply.
“Hello, is this (Mr. or Mrs. Debtor)? This is (name of office staff employee). I represent
(creditor) and I have been instructed by (creditor) to have one of our staff to come out
and complete a condition report and take pictures of the (collateral). I show your
address as (given address) and I wanted to confirm that this is the correct address where
we can complete this assignment for (creditor). If you have any questions, I can give
you the name and telephone number of the supervisor at (creditor). What would be a
good time for us to get this done?”

In completing a condition report it is important to remember that this is done to provide
the creditor with an overall evaluation of the collateral. Be sure to include the
odometer reading, color of collateral, tag number and comments that would further
clarify the running or cosmetic conditions of the collateral.

Do not enter the debtor’s residence. If the debtor wants to speak to the creditor,
allow them to use your cell phone. If the debtor refuses, document the refusal so the
client is aware of your efforts.