| Pct Clients w/ Welcome Call Completed |
- Tell me about clients w welcome call completed;What is clients w welcome call completed?;Explain clients w welcome call completed
|
Calculated as the number of customers who's welcome calls have been completed by the debt consultants during the enrollment process divided by all customers enrolled |
| Pct Completed Pre-Enrollment Compliance |
- Tell me about completed preenrollment compliance;What is completed preenrollment compliance?;Explain completed preenrollment compliance
|
Calculated as the number of customers who have watched the pre-enrollment videos during the enrollment process divided by all customers enrolled |
| Pct Consented to SMS |
- Tell me about consented to sms;What is consented to sms?;Explain consented to sms
|
Calculated as the number of customers who have accepted to recieve SMS from Americor divided by all customers enrolled |
| Pct Customers with 30-Day Settlement |
- Tell me about customers with 30day settlement;What is customers with 30day settlement?;Explain customers with 30day settlement
|
Calculated as the number of customers who has had a settlement within 30 days from the date of enrollment divided by all enrolled customers |
| Pct Customers with 90-Day Settlement |
- Tell me about customers with 90day settlement;What is customers with 90day settlement?;Explain customers with 90day settlement
|
Calculated as the number of customers who has had a settlement within 90 days from the date of enrollment divided by all enrolled customers |
| Pct Enrollments Commissionable |
- Tell me about enrollments commissionable;What is enrollments commissionable?;Explain enrollments commissionable
|
Calculated as the total number of enrollments which has made a commissionable deposit divided by the overall number of enrolled customers |
| Pct Recissions |
- Tell me about recissions;What is recissions?;Explain recissions
|
Calculated as the total number of customers who cancelled and never made a deposit divided by total customers |
| Pct Registered in Customer Portal |
- Tell me about registered in customer portal;What is registered in customer portal?;Explain registered in customer portal
|
Calculated as the number of customers who have registered on the customer portal divided by all customers enrolled |
| Pct Registered in Mobile App |
- Tell me about registered in mobile app;What is registered in mobile app?;Explain registered in mobile app
|
Calculated as the number of customers who have downloaded and signed in on the mobile app divided by all customers enrolled |
| Pct Spanish Speaking |
- Tell me about spanish speaking;What is spanish speaking?;Explain spanish speaking
|
Total number of Spanish speaking customers divided by total customers |
| Commissionable Deposit Pct |
- Tell me about commissionable deposit;What is commissionable deposit?;Explain commissionable deposit
|
Calculated as the dollar value of customers who made a commissionable deposit by overall balance |
| 1st Monthly Deposit |
- Tell me about 1st monthly deposit;What is 1st monthly deposit?;Explain 1st monthly deposit
|
When the cleared deposits meet or exceed the monthly planned deposit amount, excluding the Initial Deposit |
| 1st Recurring Deposit |
- Tell me about 1st recurring deposit;What is 1st recurring deposit?;Explain 1st recurring deposit
|
The customer's first non-Initial Deposit |
| 60-day cancellation rate (Pct) |
- Tell me about 60day cancellation rate;What is 60day cancellation rate?;Explain 60day cancellation rate
|
People who cancelled within 60 days of the latest CSR call/ retention call / enrollment date ( based on use case or department) |
| 60-Day Deposit |
- Tell me about 60day deposit;What is 60day deposit?;Explain 60day deposit
|
Any non-Initial Deposit made within the first 60 days of the program |
| Accepted Settlements |
- Tell me about accepted settlements;What is accepted settlements?;Explain accepted settlements
|
Offers in which the Settlement Agreement (SIF) letter has been received from the creditor, customer authorization obtained, and has passed quality control; payments are established with the creditor, and fees are arranged for us to collect. |
| Active - Waiting on 1st Deposit |
- Tell me about active waiting on 1st deposit;What is active waiting on 1st deposit?;Explain active waiting on 1st deposit
|
This is the status where the customer is still active and we are waiting for them to make their first deposit |
| Active Customer |
- Tell me about active customer;What is active customer?;Explain active customer
|
Customers currently enrolled in our program that have not cancelled or completed our program |
| Active Customers Yet to be Retained |
- Tell me about active customers yet to be retained;What is active customers yet to be retained?;Explain active customers yet to be retained
|
This is the measure to define the number of active customers who still have not made 3 deposits within the 5 month mark and are potential targets to be retained |
| Active Inventory |
- Tell me about active inventory;What is active inventory?;Explain active inventory
|
The total unresolved debt/accounts enrolled in our program for active clients. |
| Advantage Law |
- Tell me about advantage law;What is advantage law?;Explain advantage law
|
Customers who reside within a Red state in which Debt Settlement Companies Cannot operate. These customers are enrolled with one of our Law Firm Partners (e.g. Higbee), but serviced by Americor. |
| After Call Work Time (ACWT) |
- Tell me about after call work time acwt;What is after call work time acwt?;Explain after call work time acwt
|
This measures the duration an agent keeps a client on hold during a phone conversation. |
| All-In Deposit |
- Tell me about allin deposit;What is allin deposit?;Explain allin deposit
|
Any non-Initial Deposit regardless of time pased |
| Americor Debt Settlement |
- Tell me about americor debt settlement;What is americor debt settlement?;Explain americor debt settlement
|
Customers within the Americor program who were not pre-funded with a Credit 9 loan and are active in the debt settlement program, also referred to as organic customers. |
| App Download Completed |
- Tell me about app download completed;What is app download completed?;Explain app download completed
|
When a new customer is onboarded the customer is requested to download the americor phone application, this flag indicates wether the registration was completed |
| Average Handle Time (AHT) |
- Tell me about average handle time aht;What is average handle time aht?;Explain average handle time aht
|
Average Handle Time for the CS Inbound Team.Includes Average of Talk Time, Hold Time, After Call Work time. |
| Average Inventory Debt |
- Tell me about average inventory debt;What is average inventory debt?;Explain average inventory debt
|
The average original balance of our inventory (active, cleared, prioritized or deposit adherent) |
| Average Settled Debt |
- Tell me about average settled debt;What is average settled debt?;Explain average settled debt
|
The average original balance of gross/net settlements. |
| Avg. Customer Enrolled Debt |
- Tell me about avg customer enrolled debt;What is avg customer enrolled debt?;Explain avg customer enrolled debt
|
It is the average amount between all the original balances a customer enrolls in the program |
| Backend Credit 9 |
- Tell me about backend credit 9;What is backend credit 9?;Explain backend credit 9
|
Customers who enrolled in our Debt Settlement Program but are transitioning to Credit9. They either have a pre-funded Credit 9 loan, or recieved a funded Credit 9 loan. |
| Call Abandon Rate |
- Tell me about call abandon rate;What is call abandon rate?;Explain call abandon rate
|
Any Calls that are 20 seconds or more and were not able to get connected to a CS rep is considered abandoned. Based on the total call counts we calculate the abandoned rate |
| Call Monitoring Score |
- Tell me about call monitoring score;What is call monitoring score?;Explain call monitoring score
|
The QA team aggregates at least 3 call reviews per agents and then scores them based on certain criterias. The score is from a 0Pct to a 100Pct . |
| Call to deposit conversion rate |
- Tell me about call to deposit conversion rate;What is call to deposit conversion rate?;Explain call to deposit conversion rate
|
In a given settlement month how many accounts got settled versus how many active customers waiting for their account to settle |
| Cancelled - After Deadline and Made 1st Deposit |
- Tell me about cancelled after deadline and made 1st deposit;What is cancelled after deadline and made 1st deposit?;Explain cancelled after deadline and made 1st deposit
|
This is the status when a customer cancels after the deadline - which is the 10th of the following month of the month of their deposit ( example if the payment is made for August, then 10th of September) |
| Cancelled - Before Deadline and Made 1st Deposit |
- Tell me about cancelled before deadline and made 1st deposit;What is cancelled before deadline and made 1st deposit?;Explain cancelled before deadline and made 1st deposit
|
This is the status when a customer cancels before the deadline - which is the 10th of the following month after the month of their deposit ( example if the payment is made for August, then 10th of September) |
| Cancelled - Never Made 1st Deposit |
- Tell me about cancelled never made 1st deposit;What is cancelled never made 1st deposit?;Explain cancelled never made 1st deposit
|
This is the status when a customer cancels and never made any deposits.This is the same as Customer Recissions or Rescinded Customers or Cancellation Rate |
| Cancelled Customers |
- Tell me about cancelled customers;What is cancelled customers?;Explain cancelled customers
|
A customer who cancels from the Americor Debt settlement program. The customer can either cancel on their own, or get cancelled by Americor for lack of deposit activity. |
| Cash Collection Rate |
- Tell me about cash collection rate;What is cash collection rate?;Explain cash collection rate
|
Calculated as the total expected settlement fees divided by the actual fee collected |
| Cleared Inventory |
- Tell me about cleared inventory;What is cleared inventory?;Explain cleared inventory
|
The total unresolved debt/accounts enrolled in our program for active clients who have made one or more deposits. |
| Commissionable - Waiting on 2nd Deposit |
- Tell me about commissionable waiting on 2nd deposit;What is commissionable waiting on 2nd deposit?;Explain commissionable waiting on 2nd deposit
|
This is the status where the customer has made a commissionable deposit and we are waiting for them to make their second deposit |
| Commissionable - Waiting on 3rd Deposit |
- Tell me about commissionable waiting on 3rd deposit;What is commissionable waiting on 3rd deposit?;Explain commissionable waiting on 3rd deposit
|
This is the status where the customer has made 2 commissionable deposits and we are waiting for them to make their 3rd deposit |
| Commissionable Deposit |
- Tell me about commissionable deposit;What is commissionable deposit?;Explain commissionable deposit
|
For retail, when cleared deposits by dollar amount meet >= 75Pct of the customer's planned deposit amount. For wholesale, cleared deposits meet >= 90Pct of the customer's planned deposit amount. |
| Commissionable Deposit Pct |
- Tell me about commissionable deposit;What is commissionable deposit?;Explain commissionable deposit
|
Calculated as the number of customers who made a commissionable deposit divided by total customers |
| Completed Customers |
- Tell me about completed customers;What is completed customers?;Explain completed customers
|
A customer who gets 80Pct+ of their enrolled debt "Completed", and they graduate from our program. |
| Completed Settlement |
- Tell me about completed settlement;What is completed settlement?;Explain completed settlement
|
Accepted settlements where we received all settlement fees and made all creditor payments. The debt account is completed once the settlement is completed |
| Creditor Group |
- Tell me about creditor group;What is creditor group?;Explain creditor group
|
Otherwise known as the Meta Creditor, this is the overarching Creditor for a given tradeline. For example Capital One, they have several different credit cards and loans they offer. These different credit cards might have a different creditor, but the overarching Creditor Group is Capital One. |
| Creditor Payment Status |
- Tell me about creditor payment status;What is creditor payment status?;Explain creditor payment status
|
After Americor sent payment to a creditor, what is the status of that. Values include: Cleared, Transmitted, Scheduled, Processing |
| Creditor Payment Type |
- Tell me about creditor payment type;What is creditor payment type?;Explain creditor payment type
|
How Americor made payment to a creditor. Values include: ACH, Check, or By Phone |
| Creditor Reporting Groups |
- Tell me about creditor reporting groups;What is creditor reporting groups?;Explain creditor reporting groups
|
Core: Major creditors by settlement dollar volume that do not have a scrub process. Difficult: Credit unions, educational loans, medical debt, law firms, and scrub creditors with a sub-optimal process. Scrub: Creditors we have a relationship with, where we exchange client inventory data and follow an optimal process. Other: All other creditors. |
| Current Balance |
- Tell me about current balance;What is current balance?;Explain current balance
|
The balance owed by the customer to the creditor at the time of settlement. |
| Current Creditor |
- Tell me about current creditor;What is current creditor?;Explain current creditor
|
The latest creditor that account is currently with. |
| Customer Approved Settlements |
- Tell me about customer approved settlements;What is customer approved settlements?;Explain customer approved settlements
|
Settlements in which we asked the customer for their approval to move forward with the settlement agreement, and the customer approved the settlement. We are legally required to get a customers approval on a settlement before moving forward with the settlement and paying the creditor. |
| Customer Enrolled Total Debt |
- Tell me about customer enrolled total debt;What is customer enrolled total debt?;Explain customer enrolled total debt
|
It is the total balance an enrolled customer brings into the program and we agree to help them settle |
| Customer Phase |
- Tell me about customer phase;What is customer phase?;Explain customer phase
|
Phase 1: Customers enrolled in our program between 0 and 4 months, Phase 2: Customers enrolled in our program between 5 and 8 months, Phase 3: Customers enrolled in our program between 9 and 20 months, Phase 3: Customers enrolled in our program 21+ months. |
| Customer Rescission |
- Tell me about customer rescission;What is customer rescission?;Explain customer rescission
|
Clients that cancelled the program without ever having a cleared deposit |
| Customer Retention (1M, 3M, 6M, etc) |
- Tell me about customer retention 1m 3m 6m etc;What is customer retention 1m 3m 6m etc?;Explain customer retention 1m 3m 6m etc
|
If the customer did not cancel and their status is not "Cancelled", they are active at 1M (1 month or 30 days past enroll date), active at 3M (3 months or 90 days past enroll date), etc. |
| Customer Satisfaction Score (CSAT)(#) |
- Tell me about customer satisfaction score csat;What is customer satisfaction score csat?;Explain customer satisfaction score csat
|
CSAT survey score from a scale of 0 to 5, 5 being the highest |
| Days to First Cleared Recurring |
- Tell me about days to first cleared recurring;What is days to first cleared recurring?;Explain days to first cleared recurring
|
Difference of days between the customer enrollment date and the first cleared deposit date |
| Days to First Settlement |
- Tell me about days to first settlement;What is days to first settlement?;Explain days to first settlement
|
Days taken for the first settlement since the day of customer enrollment |
| Debt Account |
- Tell me about debt account;What is debt account?;Explain debt account
|
An individual tradeline for a customer. Inorder for this to be elligible for our program, the tradeline must be unsecured and have an original balance >= $250. |
| Debt Dialogue Series |
- Tell me about debt dialogue series;What is debt dialogue series?;Explain debt dialogue series
|
These are certain call phases that a CS representative is required to contact the customers and complete this calls. They are welcome call, creditor consult call, PS90 and Neg180 Calls. |
| Deposit Adherence post retention rate(Pct) |
- Tell me about deposit adherence post retention rate;What is deposit adherence post retention rate?;Explain deposit adherence post retention rate
|
Since the latest Client service call are the client making their next deposit on time.Deposit Cleared Since retained date / Total Scheduled Deposit , since retained date. Deposit Cleared Since CSR call / Total Scheduled eposit , anchoring to commissionable date. |
| Deposit Adherent Inventory |
- Tell me about deposit adherent inventory;What is deposit adherent inventory?;Explain deposit adherent inventory
|
The total unresolved debt/accounts enrolled in our program for active clients whos most recent deposit cleared. |
| Deposit retention rate |
- Tell me about deposit retention rate;What is deposit retention rate?;Explain deposit retention rate
|
Deposit Cleared Since Enrollment / Total Scheduled Deposit , since enrollment |
| Deposit Status |
- Tell me about deposit status;What is deposit status?;Explain deposit status
|
What status is the deposit for the customer? Is it "Scheduled" to happen in the future? Is it in progress with a "Processing" or "Transmitted" status. Has it "Failed"? Or has it "Posted" or "Cleared"? |
| Deposit Survival |
- Tell me about deposit survival;What is deposit survival?;Explain deposit survival
|
How many future deposits americor will be getting from a customer during their lifetime with americor |
| DSWs |
- Tell me about dsws;What is dsws?;Explain dsws
|
A settlement status, "Default Settlement Working", which means there's an issue with the creditor, like the creditor has changed on a settlement or a creditor address has changed and there needs to be administrative fixes to get settlement back on track. |
| Enrolled Customers |
- Tell me about enrolled customers;What is enrolled customers?;Explain enrolled customers
|
Customers who signed and returned their enrollment packet. |
| Escrow Balance |
- Tell me about escrow balance;What is escrow balance?;Explain escrow balance
|
A record of what the customer has in their escrow held by the escrow provider as of right now. |
| Escrow Provider |
- Tell me about escrow provider;What is escrow provider?;Explain escrow provider
|
A 3rd party payment processor who is a bank that holds the customer's deposit funds for Americor. This must be a 3rd party who holds the customer's funds and not Americor. Currently, it's either "GCS" or "RAM" for the escrow providers |
| Expected Fees |
- Tell me about expected fees;What is expected fees?;Explain expected fees
|
The expected revenue Americor can collect after setteling an account, this is calulated by Original Balance multiplied by Program Percentage. |
| Expired Settlement |
- Tell me about expired settlement;What is expired settlement?;Explain expired settlement
|
Unaccepted Settlements that were cancelled after the expiration date or the first scheduled creditor payment date |
| First call resolution rate (Pct) |
- Tell me about first call resolution rate;What is first call resolution rate?;Explain first call resolution rate
|
Percentage of first call resolution of customer inquiry by a CSR |
| First Deposit Rate |
- Tell me about first deposit rate;What is first deposit rate?;Explain first deposit rate
|
Distinct Customers that have their First Deposit Flag Yes / Total Customer |
| First Draft Cleared Date |
- Tell me about first draft cleared date;What is first draft cleared date?;Explain first draft cleared date
|
The Date in which the customer cleared the first deposit |
| First Full Cleared Deposit Pct |
- Tell me about first full cleared deposit;What is first full cleared deposit?;Explain first full cleared deposit
|
Calculated as the number of customers who made 90Pct or more of their monthly drafts divided by total customers |
| First Scheduled Full Deposit Date |
- Tell me about first scheduled full deposit date;What is first scheduled full deposit date?;Explain first scheduled full deposit date
|
The Date in which a customer has scheduled to make a full deposit |
| Full Monthly Deposit |
- Tell me about full monthly deposit;What is full monthly deposit?;Explain full monthly deposit
|
It is defined as the monthly amount a customer needs to pay Americor for us to keep accruing amount in their ledger for settlement purposes and continue in the program |
| Gross Settlements |
- Tell me about gross settlements;What is gross settlements?;Explain gross settlements
|
The number of settlements accepted within a given month that remain accepted by the end of that month, with the customer still active at that time. |
| Hold of Funds |
- Tell me about hold of funds;What is hold of funds?;Explain hold of funds
|
Temporarily holds funds in an escrow account for a settlement. Funds get released if the settlement expires |
| Hold Time (HT) |
- Tell me about hold time ht;What is hold time ht?;Explain hold time ht
|
This measures the duration an agent keeps a client on hold during a phone conversation. |
| Idle Customers |
- Tell me about idle customers;What is idle customers?;Explain idle customers
|
Clients who are active in our program but have not deposited in over 180 days. |
| In Lieu Of Letter (ILO) |
- Tell me about in lieu of letter ilo;What is in lieu of letter ilo?;Explain in lieu of letter ilo
|
Settlement letter from Americor that allows us to temporarily skip the SIF letter to immediately try to obtain customer approval. An actual SIF letter will be needed, but this allows us to speed up the overall time for a settlement to become accepted. Only valid for a select few creditors that we established good relationships with |
| Independent Inventory |
- Tell me about independent inventory;What is independent inventory?;Explain independent inventory
|
Deposit adherent inventory that can be settled; this will be phased out with future Firefly enhancements. |
| Initial Deposit |
- Tell me about initial deposit;What is initial deposit?;Explain initial deposit
|
First deposit made from a customer, typically 25-50Pct of the customer's original planned amount; also known as "Funding Deposit" |
| Inventory Liquidation Num or Dollars |
- Tell me about inventory liquidation;What is inventory liquidation?;Explain inventory liquidation
|
Net or Gross Settlements divided by Cleared Inventory. |
| Involuntary Cancellation |
- Tell me about involuntary cancellation;What is involuntary cancellation?;Explain involuntary cancellation
|
A customer who gets cancelled by Americor for their lack of engagement and deposit activity. |
| Legal Flag |
- Tell me about legal flag;What is legal flag?;Explain legal flag
|
Indicator if the account is in any legal status or is with a law firm, but the customer has not been taken to court yet |
| Litigation Flag |
- Tell me about litigation flag;What is litigation flag?;Explain litigation flag
|
Indicator if the account is in litigation status (In summons) |
| Manually Created Settlements |
- Tell me about manually created settlements;What is manually created settlements?;Explain manually created settlements
|
Settlements that are created by a Negotiator. |
| Month of Class |
- Tell me about month of class;What is month of class?;Explain month of class
|
This is the month in which a customer becomes commissionable, i.e - if a customer made 90Pct of monthly payment on 03/04/2025, then month_of_class is March_2025 |
| Net Settlements |
- Tell me about net settlements;What is net settlements?;Explain net settlements
|
The number of accounts that received their first accepted settlement within a given month, and that settlement remained accepted by the end of that month, with the customer still active at that time. |
| Next deposit made conversion rate (Pct) |
- Tell me about next deposit made conversion rate;What is next deposit made conversion rate?;Explain next deposit made conversion rate
|
Since the latest Client service call are the client making their next deposit on time. Deposit Cleared Since CSR call / Total Scheduled Deposit , anchoring to commissionable date |
| Number of Fee Splits |
- Tell me about number of fee splits;What is number of fee splits?;Explain number of fee splits
|
The number of settlement fee payments Americor collects per settlement |
| Number of Payments |
- Tell me about number of payments;What is number of payments?;Explain number of payments
|
The number of payment terms agreed upon to satisfy the settlement with the creditor. |
| Original Balance |
- Tell me about original balance;What is original balance?;Explain original balance
|
The debt a customer owes on a specific debt account/tradeline at the time of enrollment. This value does not change after enrollment. |
| Original Creditor |
- Tell me about original creditor;What is original creditor?;Explain original creditor
|
The first creditor the account was opened with. Otherwise known as the Debt Issuer. |
| Original Monthly Deposit |
- Tell me about original monthly deposit;What is original monthly deposit?;Explain original monthly deposit
|
It is defined as the original monthly amount a customer decided to pay during the program enrollment |
| Pay Date Alignment |
- Tell me about pay date alignment;What is pay date alignment?;Explain pay date alignment
|
If the customer's pay day matches their debt enrollment deposit schedule, then it's aligned, i.e. a customer who gets paid on the 1st and 15th every month should have their Americor deposits withdrawn on the 1st and 15th every month |
| Pay Schedule Alignment |
- Tell me about pay schedule alignment;What is pay schedule alignment?;Explain pay schedule alignment
|
If the customer's pay schedule matches their debt enrollment deposit schedule, then it's aligned, i.e. a customer who gets paid bi-weekly should be enrolled into Americor on a bi-weekly schedule |
| Payment Shortfall |
- Tell me about payment shortfall;What is payment shortfall?;Explain payment shortfall
|
When a customer has one or more cash outflows due to creditor payments, settlement fees, bank fees, etc., but will be short or unable to pay because of missed or reduced deposits in the past, they will be short and need to make an additional deposit to not miss an upcoming creditor payment. |
| Plan Deposit Schedule |
- Tell me about plan deposit schedule;What is plan deposit schedule?;Explain plan deposit schedule
|
When the customer makes a deposit with Americor through an escrow provider. Values include: Bi-weekly (every other Thursday, etc), Monthly, or Semi-Monthly (1st and 15th of the month, etc) |
| Portal Registration Completed |
- Tell me about portal registration completed;What is portal registration completed?;Explain portal registration completed
|
When a new customer is onboarded the customer is requested to register in the portal, this flag indicates wether the registration was completed |
| Prioritized Inventory |
- Tell me about prioritized inventory;What is prioritized inventory?;Explain prioritized inventory
|
Inventory that meets all delinquency and fund availability criteria, identified by Firefly as optimal for customer settlement. |
| Program Length |
- Tell me about program length;What is program length?;Explain program length
|
The estimated number of months to complete the program |
| Program Percentage |
- Tell me about program percentage;What is program percentage?;Explain program percentage
|
Otherwise known as "Fee Percentage", this Pct is agreed upon within the customers enrollment documents. This Pct is used to determine how much $ in settlement fees we can collect based on the original balance of the debt settled. This Pct varies by State, and is also different for customers enrolled through our Wholesale program, as well as customers enrolled for Advantage Law. |
| QC Approved |
- Tell me about qc approved;What is qc approved?;Explain qc approved
|
QC (Quality Control) for settlements that meet all criteria for accuracy. This includes accurate settlement amount, accurate account numbers, and accurate balances |
| QC Pipeline |
- Tell me about qc pipeline;What is qc pipeline?;Explain qc pipeline
|
QC (Quality Control) for settlements in a "Needs Acceptance" status. This is the inventory of settlements that need the QC department to approve them, ensuring all settlement details are accurate, i.e. correct account numbers and amounts on the settlement letter. |
| QC Rejected |
- Tell me about qc rejected;What is qc rejected?;Explain qc rejected
|
QC (Quality Control) for settlements that do not meet all requirements for an approved settlement. One or more errors must be fixed in order for the settlement to be approved by the QC team. |
| Recapture Initiative/Offers |
- Tell me about recapture initiativeoffers;What is recapture initiativeoffers?;Explain recapture initiativeoffers
|
Offers created in the Scrub process for accounts that are not included in the program (NIP) that we have identified as having higher potential to become enrolled |
| Retained Customer |
- Tell me about retained customer;What is retained customer?;Explain retained customer
|
A customer is considered retained if they make 3 commissionable deposits within a period of 5 months from the date of their date of completing first full commissionable deposit |
| Retained Deposit Date |
- Tell me about retained deposit date;What is retained deposit date?;Explain retained deposit date
|
The date in which the customer made the 3rd deposit in 5 months |
| Retention Type |
- Tell me about retention type;What is retention type?;Explain retention type
|
The Retention type is defined as the status of retention, whether they are "Final" or "Pending" , i.e. whether a client has reached the 5 month mark since the date of their commissionable deposit |
| Return Codes |
- Tell me about return codes;What is return codes?;Explain return codes
|
When a customer's deposit fails, a 3-character return code indicating why it failed. The most common one is "R01", meaning the customer had insufficienct funds in their checking account when GCS or RAM tried to withdraw money |
| Revenue Eligible Settlement |
- Tell me about revenue eligible settlement;What is revenue eligible settlement?;Explain revenue eligible settlement
|
Accepted settlements that we are allowed to collect revenue on; made a first cleared creditor payment and has a settlement rate under 100Pct, |
| Saves |
- Tell me about saves;What is saves?;Explain saves
|
Qualifying retains will be identified by instances of client going from any status to client relations and then to an active status. |
| Scrub Creditor |
- Tell me about scrub creditor;What is scrub creditor?;Explain scrub creditor
|
A creditor with whom we have an established relationship and exchange client inventory data. |
| Scrublist Last Match Date |
- Tell me about scrublist last match date;What is scrublist last match date?;Explain scrublist last match date
|
Last date the account was run on a scrublist |
| Settled In Full Letter (SIF) |
- Tell me about settled in full letter sif;What is settled in full letter sif?;Explain settled in full letter sif
|
Settlement letter sent to us from the creditor outlining the agreement details between the creditor and client to settle for a lesser rate. This is required as a part of the negotiations process |
| Settlement Pct |
- Tell me about settlement;What is settlement?;Explain settlement
|
Calculated as the offer amount divided by the current balance. |
| Settlement Approval Rate |
- Tell me about settlement approval rate;What is settlement approval rate?;Explain settlement approval rate
|
Settlements sent to customers for their approval, and they did approve the settlement. This is divided by total settlements sent for customer approval. |
| Settlement Fees Collected |
- Tell me about settlement fees collected;What is settlement fees collected?;Explain settlement fees collected
|
Fees collected on settlements, net of refunds, customer concessions, and payments to Advantage Law for revenue sharing. |
| Settlement Fee Concession |
- Tell me about settlement fee concession;What is settlement fee concession?;Explain settlement fee concession
|
A fee concession is when a settlement fee is reduced or waived, making the overall cost of the settlement fees lower. |
| Settlement fees collected post retention |
- Tell me about settlement fees collected post retention;What is settlement fees collected post retention?;Explain settlement fees collected post retention
|
The fees collected after a customer has been retained by our retention team |
| Settlement Fees Scheduled |
- Tell me about settlement fees scheduled;What is settlement fees scheduled?;Explain settlement fees scheduled
|
Fees scheduled to be collected. Those settlement fees will be in one of these statuses: scheduled, pending, transmitted, processing |
| Settlement Fees Uncollected |
- Tell me about settlement fees uncollected;What is settlement fees uncollected?;Explain settlement fees uncollected
|
Fees scheduled to be collected but will never be able to be collected due to the customer cancelling from the program. |
| Settlement In Progress |
- Tell me about settlement in progress;What is settlement in progress?;Explain settlement in progress
|
The customer is active and the settlement status is in 'Need SIF Letter', 'Need Client Auth', or 'Need Acceptance' |
| Settlement Offer Amount |
- Tell me about settlement offer amount;What is settlement offer amount?;Explain settlement offer amount
|
The dollar amount that the creditor has agreed to settle for. |
| Settlement rate |
- Tell me about settlement rate;What is settlement rate?;Explain settlement rate
|
In a given settlement month how many accounts got settled versus how many active customers waiting for their account to settle |
| Settlement Throughput |
- Tell me about settlement throughput;What is settlement throughput?;Explain settlement throughput
|
The acceptance rate of settlements created |
| Shortfall Calls |
- Tell me about shortfall calls;What is shortfall calls?;Explain shortfall calls
|
These are auto dialed calls that goes out to a customer who is in jeopardy of getting an NSF before 4 days that they are in jeopardy |
| Speed to answer (seconds) |
- Tell me about speed to answer seconds;What is speed to answer seconds?;Explain speed to answer seconds
|
How quickly CSR responding to their call |
| Summons Date |
- Tell me about summons date;What is summons date?;Explain summons date
|
Date the customer received the summons from the creditor to appear in court. |
| Suspicious Settlement Fees |
- Tell me about suspicious settlement fees;What is suspicious settlement fees?;Explain suspicious settlement fees
|
2 tests for susupicious fees: 1) Where creditor payment status doesn't equal 'Paid' but the date cleared is not blank. 2) We sent payment details to creditor but they never pulled the funds. |
| System Created Settlements |
- Tell me about system created settlements;What is system created settlements?;Explain system created settlements
|
Scrub settlements automatically generated by the system, requiring minimal manual intervention. |
| Talk Time (TT) |
- Tell me about talk time tt;What is talk time tt?;Explain talk time tt
|
This measures the total duration of the phone conversation between an agent and a client. Talk time does not include Hold Time, Conference Time, or Park Time. |
| Total Call Count |
- Tell me about total call count;What is total call count?;Explain total call count
|
This measures the duration an agent keeps a client on hold during a phone conversation. |
| Total Debt Cancelled |
- Tell me about total debt cancelled;What is total debt cancelled?;Explain total debt cancelled
|
The total debt of a cancelled customer |
| Total Survey Count |
- Tell me about total survey count;What is total survey count?;Explain total survey count
|
Total Survey Count |
| Uncleared Payments |
- Tell me about uncleared payments;What is uncleared payments?;Explain uncleared payments
|
Americor sent a payment to a creditor, but that payment remains uncleared. Typically, only look back at creditor payments 8 days or older to give it time to age or bake and actually clear. |
| Unwound Settlement |
- Tell me about unwound settlement;What is unwound settlement?;Explain unwound settlement
|
Accepted settlements w/ a cleared payment made to the creditor that are no longer valid due to customer/Americor fault, the account is removed from the program, the client cancels, or the offer was deleted. Total payments to creditor must be less than the settlement offer amount |
| Voided Settlement |
- Tell me about voided settlement;What is voided settlement?;Explain voided settlement
|
Accepted settlements that are no longer valid due to customer/Americor fault, the account is removed from the program, the client cancels, or the offer was deleted. Total payments to creditor must be less than the settlement offer amount |
| Voluntary Customer Cancellation |
- Tell me about voluntary customer cancellation;What is voluntary customer cancellation?;Explain voluntary customer cancellation
|
A customer who initiate the cancellation process, and chooses to cancel from the program willingly. |
| Welcome Calls Completed |
- Tell me about welcome calls completed;What is welcome calls completed?;Explain welcome calls completed
|
Once a Customer is enrolled typically a sales agent transfers toa welcome call coordinator who completes certain checklists item with the client. |
| Welcome calls completed & calls / rep / day (#) |
- Tell me about welcome calls completed calls rep day;What is welcome calls completed calls rep day?;Explain welcome calls completed calls rep day
|
How many welcome calls are completed in a month |
| Wholesale Enrollments |
- Tell me about wholesale enrollments;What is wholesale enrollments?;Explain wholesale enrollments
|
Enrollments made by the wholesale or affiliate partners |
| Wholesale Partners |
- Tell me about wholesale partners;What is wholesale partners?;Explain wholesale partners
|
Wholesale or Affiliate Partners are the external companies who enroll clients on behalf of Americor and the clients end up enrolling in a program that is by Americor |
