Page 83 - CARS Standard Program

Office Staff; Pre-Recovery
Preparing Assignments for the Recovery Agent
All field assignments and transport assignments should be in writing. Verbal requests should never be permitted due to the potential for misinterpretation.
To expedite the recovery process, certain preparations must be completed by office staff prior to handing the assignment over to the Recovery Agent. Emphasis should be placed on providing the Recovery Agent with as much correct and clearly legible information as possible, and processing the assignment as soon as it is received so that the collateral can be located and recovered expeditiously. Following are some suggestions that should be helpful in preparing the assignment for field activity:
1. Verify VIN and Tag numbers, and vehicle color
2. Conduct a thorough search of all available sources to determine the latest and most accurate information on the debtor’s last known residence and place of employment (POE). With the transient nature of much of the U.S. population, it is imperative that office staff be familiar with the latest technology and the basics of skip-tracing designed to locate debtors who have moved or are intentionally avoiding creditors. An invaluable asset is an office employee who develops “contacts” outside the normal available sources of information. Such an employee will save the collateral recovery agency many hours and dollars, and greatly enhance the agency’s image and professionalism to their clients.
Any Recovery Agent will confirm that many vehicles are “spotted” and recovered because he/she happened to observe the collateral somewhere other than the debtor’s residence or POE simply by the color of the collateral. The Recovery Agent then verifies the VIN and secures possession.
The Professional Recovery Agent
As previously mentioned, the men and women who are physically involved in the self- help collateral recovery (repossession) process are referred to in this manual as the Recovery Agent. One of the primary considerations in developing this training and certification program is to provide information that will help the Recovery Agent manage the risks associated with this potentially hazardous occupation.
As one of the most invasive acts allowed by law there are, according to the courts, “inherent” risks associated with the self-help repossession process. As such, it is a service- intensive industry that requires unique, specialized professional training and certification and expertise in several areas.
The most vulnerable part of the self-help repossession process occurs during the physical act of recovering defaulted property. An integral part of the success or failure of the Recovery Agent is the professional training (or lack of) he receives and his expertise in managing the risks associated with the physical act of self-help repossession.