Collection Maintenance

New Employee Training Collections Training Guide Collection Maintenance

1. Introduction

Collection Maintenance in the FLEX system is a comprehensive module designed for managing delinquent loans and overdrawn share accounts. It provides a central interface for collection officers to track, filter, and interact with accounts requiring attention, facilitating efficient collection activities and communication.

2. Accessing Collection Maintenance

Collection Maintenance can be found under the Collections menu in the FLEX Main Menu:

  1. Navigate to Collections.
  2. Select Collection Maintenance.

3. Delinquency Inquiry and Maintenance Screen

The “Delinquency Inquiry and Maintenance” screen is the primary interface for Collection Maintenance. It displays a list of delinquent suffixes (accounts) and provides various tools for filtering and managing them.

3.1. Screen Overview

  • Collection Officer Filter: Filter accounts by a specific collection officer.
  • Call Back Date Filter: Filter accounts by a specific call back date.
  • Search Button: Applies the selected filters.
  • Delinquent Suffixes List: Displays accounts that are either overdrawn (shares) or delinquent (loans).
    • Columns: Account, Suffix, Type, Name, Phone, Days Delinquent, Amount Delinquent, Current Balance, Call Back Date, Charged Off (checkbox).

3.2. Actions on the Delinquency Inquiry and Maintenance Screen

  • Edit: Highlight an account and click “Edit” to access detailed collection information for that single record.
  • Edit All: Click “Edit All” to review the details of all accounts currently displayed on the screen. This allows you to work through accounts in a queue, clicking “Next” to move to the subsequent account.
  • Filter: Use the “Filter” button to narrow down the displayed accounts based on specific criteria. This is particularly useful for focusing on certain delinquency ranges (e.g., 30 to 60 days delinquent loans) or negative share amounts.
  • Print Letters: Click “Print Letters” to print multiple collection letters.
    • Check “All Letter Codes” to print all unprinted letters (only letters created by the current user).
    • Select up to three specific letter codes from the dropdown to print only those.
  • Note to All: Click “Note to All” to add a collection action code or letter code to all currently filtered accounts. Select the desired letter code from the dropdown.
  • Refresh: Manually refreshes the list of accounts.

4. Filter Screen

The “Filter” option within Collection Maintenance allows for granular control over which accounts are displayed.

4.1. Suffixes Filters

  • Loans/Shares: Filter accounts by “Loans Only,” “Shares Only,” or “Both Loans and Shares.”
  • Charge Offs/Dormant/First Payment Delinquency: Select “All,” “Include,” or “Exclude” for accounts that are charged off, dormant, or have a delinquent first payment.

4.2. Range Filters

Use these filters to search for accounts within specific ranges:

  • Delinquent Days From/To
  • Delinquent Amount From/To
  • Current Balance From/To
  • Last Transaction Date From/To
  • Call Back Date From/To
  • Open Date From/To
  • Last Name From/To

4.3. Other Filters

Filter accounts based on various organizational and code criteria:

  • Branches: Included Branches.
  • Collection Officers: Include/Exclude.
  • Security Codes: Include/Exclude.
  • Purpose Codes: Include/Exclude.
  • Group Codes: Include/Exclude.
  • Type Codes: Include/Exclude.
  • Collection Codes: Include/Exclude.
    • Date (1) From/To
    • Date (2) From/To

4.4. Optional Filters

  • Shares Below Min: Exclude/Include.
  • Closed Account: Exclude/Include.
  • Shares Below Min Bal for Fee 1: Exclude/Include.
  • Shares Below Min Bal for Fee 2: Exclude/Include.

4.5. Save As Default

  • If you frequently use specific filter criteria, click “Save As Default.” This will save the criteria, and every time Collection Maintenance is accessed, the results will automatically default to these saved filters.

5. Loan and Share Collection Detail Screen

This screen provides in-depth information for a selected loan or share account. It is divided into two main panels: a top panel with detailed account information and a bottom panel for collection activity.

5.1. Top Panel Tabs (Loan and Share)

The top panel contains detailed information with various tabs:

  • Suffix Detail Tab: Displays all information about the current loan or share and member information, including:
    • Delinquency: Delinquent Amount, Days Delinquent, Notice Code, Late Charge YTD, # Extensions, Note Number, Collection Officer, Call Back Date.
    • Terms: Current Balance, Original Balance, Payment Amount, Credit Limit, Interest Rate, Partial Payments, Payment Frequency, Payment Method, Loan Term, Security Code, Purpose Code.
    • Member Info: Address, Phone Numbers, Email Address, Credit Score, Credit Grade.
      • Collection Officer: Assign a collection officer to the account.
      • Call Back Date: Enter a date to schedule a follow-up call with the member.
      • Email: Click “Send” to open the user’s email provider with the member’s email address pre-filled.
    • Loan History: Date Opened, Next Payment Due, Last Tran Date, Times Delinquent (30, 60, 90, 120 Days).
    • Checkboxes: Bankrupt, Charged Off, Dormant, Forgiven, Military Loan.
    • Reporting Override, Loan Officer, Dealer Key.
  • Collateral Tab (Loans Only): Allows viewing and maintaining any collateral associated with the loan (Share Pledges, Co-Borrowers, Vehicles, Real Estate, Miscellaneous Items). Refer to Collateral Maintenance documentation for more details.
  • Joint Owners Tab: Allows viewing or maintaining joint owner information. Refer to Joint Owner Maintenance documentation for more details.
  • Bankruptcy and Legal Tab: Allows viewing or maintaining any bankruptcy or legal information associated with the account. Refer to Bankruptcy and Legal Information documentation for more details.
  • Funds Availability Tab: Displays other accounts the member is joint or co-maker on, showing current balance and available funds that could be used for payment on the delinquent loan.
  • Credit Bureau Tab (Loans Only): This tab should only be used with assistance from FLEX support. Information entered here will override what is in the loan record for credit bureau reporting.
  • Documents Tab: Accesses Document Manager and displays any documents related to the account number and suffix.

5.2. Actions on the Loan and Share Collection Detail Screen

  • Save: Saves changes made to the account details.
  • Charge Off: Initiates the Charge Off process for the account. Refer to Collection Charge Offs and Charge Off Maintenance documentation for details.
  • Int. Exempt (Interest Exempt): Click to view all interest exempt transactions.

5.3. Bottom Panel Tabs (Collection Activity)

The bottom panel focuses on collection activity and related information.

  • Collection Activity Tab: Shows all documented collection activity for the suffix while the loan was delinquent or the share was negative.
    • Add: Click to enter a new collection code (letter or action) to the activity area.
      • Add Collection Entry Screen: Select the code for the letter or action. If the code has prompts, enter the required information (amounts, dates, text). Refer to Collection Code Maintenance for setup information.
    • Edit: Edits an existing collection activity entry.
    • Delete: Deletes a collection activity entry.
    • Audit: Displays an audit trail for collection activity.
    • Print Letter: If a collection letter was added to Collection Activity (meaning the suffix was flagged for a letter but not yet printed), highlight the letter and click “Print Letter” to print an individual letter. The “Date” field will populate once the letter has been printed.
  • Contact Information Tab: Displays phone numbers and email addresses for the borrower and associated individuals (joint owners, co-makers).
  • History Tab: Provides quick access to the transaction history of the suffix.
  • Notes Tab: Allows viewing and adding of “Collection,” “Standard,” and “Phone” notes.
    • Collection notes: Track collection-specific information.
    • Standard and Phone notes: Hold general information regarding the member account.
    • Maintain Custom Categories: Allows managing custom note categories.
  • References Tab: Displays any references entered during the Loan Application process.
  • Employers Tab: Displays employer information entered through Address Maintenance, Employer tab.

6. Confidentiality Notice

This document is published by Computer Marketing Corporation/FLEX and is intended solely for its contracted clients. It may contain information that is privileged, confidential, or otherwise protected from disclosure. Dissemination, distribution, or copying of this document and any accompanying attached information by someone other than the intended recipient(s), or an employee or agent acting on behalf of the intended recipient, is strictly prohibited.