Past Due Balance SOP

Delinquency: 

If a customer does not pay their monthly bill by the 13th of every month, their account is automatically (by PowerCode) put into delinquency status, and their connection suspended on the next business day.
Once the customer is put into Delinquency status, they will still be responsible for the current month’s bill, but will no longer be regularly charged for service.

If the customer goes delinquent:
The customer may be charged an additional $25, $20 reconnect fee and $5 dollar late fee, along with their monthly bill in order to have their service reinstated. If they do not want to reinstate their service, or we are unable to reach them via the below process and they are under a contract, they will be charged an additional $350 Early Termination Fee and the standard $50 recovery fee (if applicable), along with their monthly bill, as per their signed contract.

Past Due Balance
This process will begin on the 6th (or next business day) of every month. Will repeat every month thereafter.

Automatic

• If we need to, we may send a robocall out once before the delinquency date (6th/NBD), and once after the delinquency date.(14th/NBD)

1. Create a delinquent report from PowerCode
   1. From the toolbar, go to “Reports”
   2. In the search bar, search for “Delinquents”
   3. Select “Robocall – Currently Delinquent” 
   4. Once report is created, click the green “Export Data” button. Then click “Export as CSV”
2. Ensure that Employee’s on phones are aware that you are about to begin the “Robocaller” process, and that we are properly staffed for the possible influx of calls. 
3. Follow the KBase Article for Robocall Process (Note: You will have already completed some of these steps.)

Manual 

• This will also be done once before (10th/NBD) and once after the delinquency date, after robocalls have been sent out(18th/NBD).

1. Open PowerCode and navigate to the delinquent customers list.
   1. With Dashboard
      1. With Default Dashboard applied, go to System Totals>Delinquent Customers
   2. Without Dashboard
      1. Navigate to the side panel and click Accounts>Customer Lists>Delinquent Customers
2. Open your customers account from the list.
   1. The Customers information will be under “Account Profile” in the Overview tab. This includes Name, Email, and Phone Numbers.
   2. Customer owed amount will be under “Billing Information” in the Billing Tab.
3. Contact the customer in the following order. (You may, but are not required to, use the following scripting for the different Scenarios)
   1. Call at primary or any applicable phone number.
      1. Customer answers:
         Hi there! My name is __ with [brand].
         I’m calling in regard to the account for __ In order to settle an outstanding balance of __. Would you be available to make a payment on that today?
         1. Was the customer able to pay their balance?
            1. If so, collect payment if possible.
            2. If not, try to reschedule a date to check in and follow up with them. 
      2. No Answer, goes to Voicemail:
         Hi there! My name is __ with [brand]. I’m calling in regard to the account for __ In order to settle an outstanding balance of __. Since I’m unable to reach you, I will be sending you an email with the details I just mentioned. We would appreciate it if you could reach back out to us at your earliest convenience, either by phone at [insert Brand phone number] or simply respond to the email I sent you. Thank you for your time, and we hope to hear from you soon!
   2. Send email to the address on file. By creating a ticket for the customer in PowerCode.
      1. Navigate to the “Tickets” tab.
         1. If a relevant ticket exists already, update the ticket with the information located in step __ if applicable.
      2. If a ticket does not already exist, create one with the following information.
         1. No Template
         2. “Customer Viewable” is checked.
         3. Summary: Outstanding Balance

4. Problem: Hi there! My name is __ with [Brand].
   I’m reaching out in regard to the account for __ In order to settle an outstanding balance of __ from either your unpaid bill, the cost of your equipment, or both.
   We ask that you contact us at your earliest convenience in order to settle this outstanding balance.
   Please note that the entire balance does not have to be paid at once. We will be happy to work with you to make payment arrangements. As of now, we have suspended your service until such a time that we can discuss your balance. 
5. User: [You]
6. Group: billing
7. Category: Past Due Balance
8. Follow Up: [one week from today]
9. The rest is to be left default
10. Submit Ticket

4. If a payment was not collected, plan to follow up in 1 week’s time.
   • Hi there! My name is __ with [brand]. I’m calling in regard to the account for __ In regards to your outstanding balance. Since I’m unable to reach you, I will be once again sending you an email with the details, however this will be your final notice. If we do not hear from you by the start of the next month, we will be moving forward with recollecting our equipment and planning to send the account to collections. Please contact us back either by phone at [insert Brand phone number] or simply respond to the email I will be sending you. Thank you!
5. Once the customer has been fully contacted, move on to the next in the list from step 1. 

Closing the Account and Collecting Equipment

If all of the above has been followed, and the next month rolls around and we have not received any communication from the CX, close the account and schedule a recovery.

• NOTE: If we cannot collect the equipment properly, the following formula will be used to calculate what is sent to collections: [Bill owed + $350 (cost of equipment) + Any additional, applicable fee’s]