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HomeMy WebLinkAboutScanned on 04/05/2017 at 15:21:06 ' EXHIBIT C FORM OF COLLECTOR TELEPHONE PROTOCOL AND SCRIPT ' All collectors must keep detailed notes in AIM of all conversations with any party. If you are speaking with the obligor directly, confirmation of obligors name, address and phone number and employment status must be ' completed. Without the express written consent of the obligor, TaxSery Capital Services, LLC is limited to two (2) contacts per seven (7) day period (both calls and letters count). You may also only speak about the debt to a third party if ' written consent is received from the obligor themselves. Call made and Requirements and Restrictions ' talking with... Obligor, ® Must identify Client-Town of South Windsor, CT. Obligor's Atty, ® Must state your first name. ' Obligor's Spouse ® Must state that you are calling from TaxSery Capital Services, LLC. (not separated or ® Must state mini-Miranda"This is an attempt to collect a debt and any divorced) information will be used for that purpose." ® Shall include all information about the debt including any payment plans and outstanding warrants or judgments. ® Encourage payment and ask if payment plan can help ' Required language for any call made (after confirmation you have the correct obligor on the telephone): ' Hello, My name is (COLLECTOR NAME) and I am with TaxSery Capital Services, LLC. We collect delinquent amounts owed to the Town of South Windsor, CT. This is an attempt to collect a debt and any information obtained will be used for that purpose. Call made and Requirements and Restrictions (Best not to contact 3rd parties for any talking with... reason) Third Parties . Communication limited to locating the obligor unless you have WRITTEN ' including, authority from the obligor to contact the third party you have called. Neighbors, . Must NOT identify who you are and what your intent is unless asked and then Relatives, only TaxSery Capital Services, LLC. Tenants, or other . You must NOT state you are collecting a debt_ and if asked you must only state ' unidentified that you can only discuss with the obligor. persons . You must ONLY state that you are attempting to locate the obligor. • You cannot contact a third party more than once unless you have WRITTEN ' authority from the obligor to contact the third party. • Must NOT discuss any enforcement actions. Required language for any call made(after confirmation you have a third party on the phone): Hello, My name is (COLLECTOR NAME) and I am confirming location information concerning (OBLIGOR NAME). Do you know where I can reach him/her? tilt! CONFIDENTIAL TAxSEIIRv CAPITAL SERVICES,LLC Page I of 2 ' Call made and Requirements and Restrictions talking with... ' Answering ® You MUST assume the answering machine belongs to a third party Machine ® You MUST only say that you are looking for obligor and leave your name and hone number with the required language below. ' Required language for any message left on an answering machine: Hello, this is a call for(OBLIGOR NAME). (OBLIGOR NAME) please call me (COLLECTOR NAME) at ' (PHONE NUMBER). Call received and Requirements and Restrictions ' talking with... Any Party not the • Must identify yourself(COLLECTOR NAME)that you are with TaxSery Capital obligor, as long as Services, LLC. ' it was initiated by ® May only ask why and about whom they are phoning and ask only if they have the Party information about the whereabouts of the debtor. • Must NOT include any personal information such as the obligor address, phone ' number, date of birth, etc. Required language for any call received: ' Hello, My name is (COLLECTOR NAME) and I am with TaxSery Capital Services, LLC. May I ask who's calling? If not the debtor ask what and whom the call relates to and then only ask if they know how to contact the debtor. You are not permitted to say anything else. If the caller is an attorney, state that he/she first must fax or scan and e-mail a letter signed by the attorney stating that he/she represents the ' debtor before you may speak with him/her. t 1 FdItI CONFIDENTIAL 7L'l xS,,ER,%,,CAPITAIL,SJElf VItCES,LLC ' Page 2 of 2