Page 80 - CARS Standard Program

It should be stated that, when the Recovery Agent notifies law enforcement of a repossession the physical location of the office should, under no circumstances, be given. This information should be given to the debtor only on the date he or she is scheduled to come in to reclaim personal property.
When the debtor calls, office personnel should be courteous but alert to any signs of hostility. The debtor should be notified at this point of any charges due for inventory and storage of personal property. If the debtor has keys to the collateral, he or she should be asked to bring them when coming to reclaim their property. Explain to the debtor that any charges due must be paid in cash. It is not permissible to refuse to give the debtor their personal property even if the debtor refuses to relinquish keys to the collateral.
Any hostile remarks by the debtor should be countered with a courteous, professional, yet firm response. Explain to the debtor that it is standard procedure to immediately report any attempt at misbehavior on his part while at your office to law enforcement. Most debtors are angrier with themselves or the creditor than with you and will usually become cooperative if they are treated with courtesy and respect.
Always remember that the situation could be reversed and in that event, you would be appreciative of professional and courteous treatment. Also, remember that you are an extension of your client. In many instances, the debtor may redeem the collateral and may comment to your client as to how they were treated by you. In those instances, your professionalism will be appreciated and remembered by your client.
Office Procedures; Pre-Recovery
Receiving Assignments (Types and Documentation)
The collateral recovery process begins immediately upon receiving the client’s assignment and it is therefore of primary importance that the Recovery Agency maintain a thoroughly and professionally trained office staff.
Not only will office staff have the responsibility for the quick processing and preparation of assignments so that the Recovery Agent can handle the assignment expeditiously, they will also have primary responsibility for: communications with the client; handling the redemption of personal property and recovered collateral; protecting the debtors’ personal data; processing paperwork for transport drivers who pick up; and many additional tasks. A well-trained office staff is an invaluable asset to the Recovery Agency owner and to the Recovery Agent who depend on them to prepare the field assignment quickly, accurately and legibly.
There are several types of assignments a client may need serviced. The assignment type will be clearly identified on the documentation from the client and on the Assignment Form prepared by office staff. The Recovery Agent must be diligent in reading, understanding and handling the assignment as instructed. If there are questions regarding the type of assignment or special instructions for handling, the Recovery Agent should contact office staff for clarification. Following are the types of assignments normally received for servicing.