Collector Mode

Note

Collector mode is not available to read only users.

The Collector Module allows you to see all information about a loan, pertinent to the collections process, on a single screen. To enter collector mode from loan query, click Collector Mode in the Loan tab.



You can query for loans on the collector screen, or you can have the loans popped to the screen by a campaign.

Command Description
Personal Campaign Starts a collection campaign with the currently queried loans.
Connect to Campaign Displays a dialog to select a pre-defined campaign created with the Campaign Builder.
Disconnect from Campaign Disconnect from the current campaign.
Disputed Loans Retrieves the list of loans in credit dispute requiring further action. See Credit Dispute Management by Sonnet.

Once a loan has been popped or queried to the collector screen, you should have all contact and co-borrower information necessary to make collection calls. Select the collection action taken from the Coll Action drop down list. Then, based on the results of the collection call, select the result from the Coll Result drop down list. These options are pre-configured by your system administrator.

Command Description
Get Next Item Retrieves the next loan in the queue and places it in the popped loans list.

NLS 5.14 and later

If the FDCPA Compliance option is enabled in System Defaults, loans meeting the compliance criteria will be skipped.
Return Item To Queue Moves the selected loan in the paused list back into the loan queue.
Pause Collection Moves the loan to the paused list. May be used when a loan needs to be skipped or to be set aside temporarily.
Complete Collection Moves the loan to the completed list.

Promise to Pay

Depending on the combination of action and result codes, the result may pop up a secondary dialog or initiate a promise to pay. Promise to pay is configured for each collection code in Setup > Collector Setup > Collection Code.

5.30 and later5.29 and before

Promise to pay dialog

If a secondary dialog pops up, fill in all of the appropriate fields of the secondary dialog. These fields are user-defined and were configured by your system administrator specifically for this action/result combination.

Promise to Pay Tab

A promise to pay will require you to enter the date and amount of the promise to pay. Selecting the items in the Receivables list will automatically fill in the Promise Amount accordingly.

If a payment satisfying the full promised amount has not been made on that account by the date specified, the promise to pay will be marked as having been broken.

NLS 5.7 and later

Adding new PTPs, when totaled with all existing PTPs, exceeding the payoff amount is not allowed and an alert will be displayed.

NLS 5.11 and later

Multiple PTPs may be added by clicking next to the Promise Amount field. This button is only visible when the Multiple Promise-To-Pay option has been selected in Collection Code setup.

NLS 5.19 and later

Break all PTP when one is broken – when selected, any outstanding PTP that is entered as part of multiple PTPs will be considered broken when one is broken.

Beginning with NLS 5.19, multiple PTP entry is disabled by default. The option to enable this feature is in Setup > Collector Setup > Collection Code > Options.

Documents Tab

NLS 5.30 and later

Documents may be attached to the PTP in the Documents tab. Click and select a document to attach.

Double clicking the attached document will open the file with the application associated with that file type.

Updating a Promise to Pay

A promise to pay can be modified by double clicking the promise to pay listing at the bottom of the Collector Mode view.

5.30 and later5.29 and before

NLS 5.6 and later

Button Description
Delete PTP To delete an active, soft broken, or broken promise to pay, click Delete PTP. The promise to pay will be removed and an entry in the loan history will be made for the deletion. The promise made, promise kept, and promise broken counters are not affected.
Soft Break PTP To soft break an active promise to pay, click Soft Break PTP. The promise to pay is canceled and an entry in the loan history will be made for the soft break. The promise broken counter is incremented. This is useful in situations where it is evident, before the promise date, that the promise to pay will not be kept.
Cancel PTP To cancel an active promise to pay, click Cancel PTP. The promise to pay is canceled and an entry in the loan history will be made for the cancellation. The promise made, promise kept, and promise broken counters are not affected.

Past Due Amounts

NLS 5.7 and later

Mouse over the Current Amt Due field to see a list of past due amounts for the selected loan.

Communication

NLS 5.21 and later

Viewing and replying to SMS messages associated with the loan can be done with the Communication command.

5.35.8 and later5.35.7 and before

Only SMS messages that the recipient has replied to will be shown and only then will the ability to respond will become available.

SMS messages to and from multiple phone numbers are displayed in their own thread.

Prior to NLS 5.26, if multiple phone numbers are associated with the loan, future SMS messages will only be sent to the first phone number that responded to the initial message. Although the recipient may still respond from other associated phone numbers, those phone numbers will not receive future outbound messages.

Click Filter to filter the messages by the event type that triggered the original SMS and by branch.

Unassigned Chat

NLS 5.35.8 and later

All incoming SMS messages in the queue not owned by an NLS user is shown here. A user must own a chat before messages can be sent and once a user owns a chat, that chat will no longer be available to other users.

Button Description
Get Next Available Chat Moves the next available chat to the Currently Chatting With section and sets the chat's ownership to the current user.
Own this Chat Moves the selected chat to the Currently Chatting With section and sets the chat's ownership to the current user.

Currently Chatting With

NLS 5.35.8 and later

SMS chats owned by the current NLS user is shown here. DBA users will see all chats currently owned by any NLS user.

Button Description
Release This Chat Moves the chat to the Unassigned Chat section and makes it available to other NLS users.
Archive This Chat Removes the SMS message thread from the queue.

Message

The Response drop down list shows all of the canned responses as configured in the Communication setup. Select a canned response or type in a message, up to 160 characters, and click Send to send the response.

Enter any remarks in the Remarks field and click Save. Remarks are only saved locally and are never sent out to any SMS recipients.

The history of messages and remarks are shown in the pane to the right.

Only SMS messages that the recipient has replied to will be shown and only then will the ability to respond will become available.

SMS messages to and from multiple phone numbers are displayed in their own thread.

Prior to NLS 5.26, if multiple phone numbers are associated with the loan, future SMS messages will only be sent to the first phone number that responded to the initial message. Although the recipient may still respond from other associated phone numbers, those phone numbers will not receive future outbound messages.

Click Filter to filter the messages by the event type that triggered the original SMS and by branch.

Message

The Response drop down list shows all of the canned responses as configured in the Communication setup. Select a canned response or type in a message, up to 160 characters, and click Send to send the response.

Enter any remarks in the Remarks field and click Save. Remarks are only saved locally and are never sent out to any SMS recipients.

Select Archive to remove the SMS message thread from the queue.

The history of messages and remarks are shown in the pane to the right.

Security

NLS 5.27 and later

Privilege for the Communication command can be configured under COLLECTOR > Communication.