Work Standards

1) Five-Day Exception Rule

Collectors have five (5) calendar days to activate an account once it is placed in his / her desk. A
failure to activate an account could result in a code change in the event of a call-in on the 6
th
day.
This rule applies to new business disbursements and any type of file shuffle. Please note that
certain situations such as vacation time, a leave of absence, office being closed, etc may be
considered when making this decision.

2) Ten-Day No Activity Rule

Any account within a collectors desk that does not show an attempt in ten (10) calendar days
may be changed in the event of a call-in on the eleventh (11
th
) calendar day. Please note that
certain situations such as vacation time, a leave of absence, offices being closed, etc. may be
considered when making this decision.

3) NSFs, Invalid Account Numbers, Stop Payments, etc.

A collector will have seventy-two (72) hours to recover any check that is returned from the bank
regardless the reason. After seventy-two (72) hours the account will be moved to a designated
NSF desk. Once this move takes place the original collector will no longer have the ability to
view the account.
Stop Payments - A stop payment will be the only exception to the above rule. If a check is
returned as a stop payment it will be immediately moved to a manager desk. The original
collector will not have the opportunity to recover the check. Certain circumstances will be
considered.
A recovery or partial recovery is defined as a minimum of 20% of the returned check.

4) Late Payers

Once a payment is posted to an account a collector has forty-five (25) calendar days to receive
another payment. On the forty-sixth (26
th
) day the account will be moved to the designated late
payer department. Once this happens the original collector cannot work the account under any
circumstance. Please keep your monthly payments current!
There is no protected time frame for new business. For example, accounts are not
protected for the first five days.
The only protection on an NSF or late payer account is same day / next day.
No collector can recollect their own NSF or late paying account after their allotted time
has expired.
Collectors have seventy-two (72) hours on NSF's and forty-Five (25) days on paying
accounts
If a manager collects an NSF or late payer account, that fee pays the house.

Basically, all NSF and late payer files fall under the same rules / criteria that apply for all mass
desks.

Mass Files

Same day / Next day - A collector that leaves a message has ownership of the account in an
event of a call-in on the day of the message and the following day until another message is left.
Sundays and observed Holidays will not count as a day for the purpose of this rule. Note: the
account must be clearly documented as a left message to call in order to be same day next day.
Skip efforts or any other documentation other than talking to the debtor / payment arrangements
or a left message to call will not be considered. Again, documentation is critical!

If an account has more than one attempt within the same day the account belongs to the collector
that made the original attempt regardless of what reach / phone number was called. This rule
also covers accounts within a collectors desk. If an account is shuffled in or out of a collectors
desk throughout the course of a day it is the new collectors responsibility to ensure that no
attempt was made that day prior to placing a call. If the first collector documents no answer or
busy then another collector can call the account.

Keepers

Upon a file shuffle, most departments will allow collectors the opportunity to keep accounts. In
order for a keeper to be honored the collector must document keeper on the account prior to
submitting it to their manager. Any account that is NOT documented keeper will not be
considered regardless the situation.

Once submitted, it is the collectors responsibility to check the account and ensure management
did the code change. If an account is in another collectors desk for more than forty-eight (48)
hours (weekends excluded) the new collector takes ownership of the account and the keeper
will not be honored.
Note: In the event there are multiple shuffles within the same day / week it is the collectors
responsibility to check their original keeper list to ensure the requested account is in his / her
desk. An account CANNOT be submitted as a keeper a second time if it has been more than
fourteen (14) calendar days from the original request. It is important to get payments on pending
loans in order to prevent losing the account.

In the event that a collector is on vacation they will get twenty-four (24) hours upon their return
to submit their keeper requests if it was not done prior to them leaving. If submitted after their
return, promises will be the only accounts considered. Hot accounts, skip finds, etc. will not be
considered.