Referring accounts to support desks

Menu 5.1

At times, you may encounter accounts that require actions beyond your level of permissions. You can refer these accounts to a support desk or supervisory desk to review the account, and proceed with further action, if necessary. Support desks are resources or specialized help desks for regular desks. For example, if your agency uses a legal review support desk, you can forward an account in need of legal review to this desk. In The Collector System, support desk numbers are preceded by an asterisk (*).

Before you refer an account, you should record the reason for the referral in the notes section of the account. If you refer a primary packet account to support, the entire packet is referred to support. Reasons for referral may include:

  • Request that legal action be started
  • Moved, please forward
  • Declaration of bankruptcy
  • Deceased
  • No response, suspend
  • Collector wants suggestions
  • Refusal to pay

After you refer an account, it is removed from your Collector file and you cannot add more notes, unless your agency has set up The Collector System to allow you to continue working the account after it is referred. Use an action code or enter a note that explains the reasons for the referral. If you have an action code that creates the right note for your situation, you should use it.

Your user login determines if you can refer an account to a support desk and which support desk you can refer it to. If you can refer an account, you may be allowed to do one of the following, depending on how your agency has configured The Collector System:

  • You may only be allowed to refer an account to a specified support desk as determined by your agency.
  • You may be able to choose which support desk to refer an account to.
  • You may be able to refer an account to all the support desks at your agency.

If your agency allows, you may be able to continue working an account even though you have sent it to a support desk. If this is set up at your agency, note that the account appears on the Tickler for you and the support desk.

Whenever an account is sent to a support desk, which does not allow the original collector to continue working the account, the system flags the account so that it no longer shows up on the collector's WIP.

  • If the account is removed from your Tickler, it is also removed from the support Tickler.
  • Updates by the system to this account are made on the collector's Tickler only.

When an account is removed from your Tickler, the Date Work Again field can be transferred with the record if the system is set up to do so. Contact your Finvi Support representative for more information.

To refer an account to a support desk:

  1. Open an account in the Collector screen.
  2. At the CMD prompt, type 2 to add a new note explaining why you are moving the account to support, and press Enter.
  3. Type the note. After you are finished, to return to the CMD prompt, type /, and press Enter.
  4. At the CMD prompt, type 4, and press Enter.
  5. At the OK to Remove from Tickler and Send to Support? (Y/N) prompt, type Y, and press Enter.

  6. If you have access to more than one support desk, at the Enter Support Desk (?, /) prompt, do one of the following, and press Enter:

    • If you know the support desk number, type it.
    • To chose from a list of support desks, type ?.
      • Type the desk number, without the asterisk, and press Enter.

    The system displays a message that the account is removed from the Tickler. A note is created in the account. If your agency allows you to work the account while the account is at the support desk, the system displays "(Allow Work)" in the note.