Risk Department / CC

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CUSTOMER CARE

Risk

Credit & Dunning Processes

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Residential Categories (on which all Dunning &CL processes are built)

It depends on number of bills issued the average of customer’s bills:

Duration of subscription Category Dunning process Credit limit process

1 to 3 months Start-up After one bill Billed+ Unbilled=100% of default CL / offer

4 to 6 months Good After one bill Billed+ Unbilled=150% (average bills )

Very Billed+ Unbilled=200% (average bills )

7 to 9 months After two bills
Good

Billed+ Unbilled=220% (average bills )

10 to 12 months Excellent After two bills

Billed+ Unbilled=250% (average bills )

13 to 18 months Gold After two bills

Billed+ Unbilled=280% (average bills )

19 to 24 months Gold + After two bills

Billed+ Unbilled=310% (average bills )

25 and above Platinum After three bills
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Current Dunning Processes (one bill due):

Dunning (Start-up,Risky & Good)

20/1
2nd AD before S.S
20 Days
18/2
1st Bill Issue Date 2nd Bill Due Date
1 Day 48 Days
18/1 1/2 20/2
1st Bill Due Date 2nd Bill Issue Date Hard Suspension
18 Days 25/1 30 Days 10/2 50 Days
Perform Soft Suspension AD Before H.S
15/1 25 40 Days
1st AD before S.S
15 Days

25 Days total of fully Active Period 25

1/2Days soft suspension period
1/1 1/3

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Soft Suspension : Allowing incoming calls from everywhere + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing + Blacklist the customer
Note : Any request by customers to delay suspension or re-activate lines with a promise of payment at a specific date is evaluated
on a case by case basis

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Current Dunning Process (Two bills due)

Dunning (Gold +,Gold , V.Good & Excellent )

1/3
3rd Bill Issue date
18/2 60 days
1st Bill Issue Date 1/2 2nd Bill Due Date 1/3
1 Day 2nd Bill Issue Date 48 Days 18/2 AD Before H.S
18/1 30 Days 5/2 Soft Suspension 60 Days 10/3
1st Bill Due Date 1st AD before S.S 48 Days Hard Suspension
18 Days 35 Days 12/2 70 Days
2nd AD before S.S
42 Days

48 Days total of fully Active

1/2 Period 22 Days soft suspension
1/3 period
1/1 1/4
1/2 1/3
1/1 18/2 10/3

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Soft Suspension : Allowing incoming calls from everywhere + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing + Blacklist the customer

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Current Dunning Process (Three bills due)

Dunning (Platinum)

1/3 18/3
3rd Bill Issue date 3rd Bill Due Date
18/2 60 days 78 Days
1st Bill Issue Date 1/2 2nd Bill Due Date 18/3 31/3
1 Day 2nd Bill Issue Date 48 Days Soft Suspension Hard Suspension
18/1 30 Days 78 Days 89 Days
1st Bill Due Date 1/3 24/3
18 Days 1st AD before S.S 10/3 AD Before H.S
60 Days 2nd AD before S.S 84 Days
70 Days

78 Days
1/2total of Fully Active Period 1/3 11 Days soft suspension period
1/1 1/4

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Soft Suspension : Allowing incoming calls from everywhere + Barring all outgoing calls
Hard Suspension : Barring all incoming & outgoing calls + Stop the billing + Blacklist the customer

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Corporate Credit Limit process:
Corporate Credit Limit process for LA with less than 3 issued bills ( MSISDN )

Risk agent runs the CL report per MSISDN for LA with less than 3 issued bills, and checks if any MSISDN
exceeded %100 of the default CL, which is JD 50.00 per line.
If yes, then case to be refereed to Risk Supervisor for advise. Risk Supervisor decides whether we should inform
fleet manager or not.
If yes, then Risk agent in charge contacts the FM and informs him of the consumptions. He / she acts upon his
request (whether to suspend MSISDN or ignore)
In case many MSISDNs are involved , Risk to consult with Sales & agree on an action .
In case of excessive consumption of an MSISDN , Risk will check the situation of the line individually ( i.e. it is the
general manager’s line, previous actual billed amounts for that MSISDN ..etc )
If FM asks to suspend an MSISDN , it will only be reactivated upon his request . The request can come to Risk or
to the call center ( after full verification )

b. Corporate Credit Limit process for LA with less than 3 issued bills per LA

Risk agent runs the CL report per LA for LA with less than 3 issued bills, and checks if the LA exceeded %150 of
the default CL set for this account, which is JD 50.00 per line x number of lines.
If yes, then check with sales if they are aware of the situation of the large accounts & if they think we can take a
risk with them . If Sales think we should not take the Risk & if the Risk supervisor agrees , Risk agent in
charge contacts the FM and ask for immediate payment equivalent to % 100 of the LA’s CL.
If LA exceed CL & sales think we should take the Risk & if the Risk supervisor agrees ,then no action is taken.
In case the new account is a new rate plan for an existing large account ( under the same serial number ), then Risk
will manually deal with it as if it was an old account
Risk will take into consideration the day of the month in their decisions regarding exceeding the credit limit ( i.e.
whether it is the 5th or the 25th of the month )

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Corporate CL for LA with more than 3 issued bills:

Corporate CL for LA with more than 3 issued bills

Run corporate CL per MSISDN and Run corporate CL per LA and check
check if any MSISDN exceeded CL If LA exceeded CL

Yes No
Check if CL > %150 Check if CL > % 200
Yes No
of the
CL set for this
account
Case to be
Yes No
referred No action Yes No
Check sales
to Risk supervisor No action
feedback

Inform FM and either Call FM & ask for immediate

Ignore or suspend payment
Upon FM’s request equivalent to 100% of
The LA CL

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Corporate Credit Limit process
Corporate Credit Limit process for LA with more than 3 issued bills ( MSISDN )

Risk agent runs the CL report per MSISDN for LA with more than 3 issued bills, and checks if any MSISDN
exceeded %150 of the CL
If yes, then case to be refereed to Risk Supervisor for advise. Risk Supervisor decides whether we should
inform fleet manager or not.
If yes, then Risk agent in charge contacts the FM and informs him of the consumptions. He / she acts upon
his request (whether to suspend MSISDN or ignore)
In case many MSISDNs are involved , Risk to consult with Sales & agree on an action .

In case of excessive consumption of an MSISDN , Risk will check the situation of the line individually ( i.e. it
is the general manager’s line, previous actual billed amounts for that MSISDN ..etc )
If FM asks to suspend an MSISDN , it will only be reactivated upon his request . The request can come to
Risk or to the call center ( after full verification )

b. Corporate Credit Limit process for LA with more than 3 issued bills per LA

Risk agent runs the CL report per LA for LA with more than 3 issued bills, and checks if the LA exceeded
%200 of the CL
If yes, then check with sales if they are aware of the situation of the large accounts & if they think we can
take a risk with them . If Sales think we should not take the Risk & if the Risk supervisor agrees ,
Risk agent in charge contacts the FM and ask for immediate payment equivalent to % 100 of the LA’s
CL.
If LA exceed CL & sales think we should take the Risk & if the Risk supervisor agrees ,then no action is
taken.
4. Risk will take into consideration the day of the month in their decisions regarding exceeding the
credit limit ( i.e. whether it is the 5th or the 25th of the month )

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Corporate CL for LA with more than 3 issued bills:

Corporate CL for LA with more than 3 issued bills

Run corporate CL per MSISDN and Run corporate CL per LA and check
check if any MSISDN exceeded CL If LA exceeded CL

Yes No
Check if CL > %150 Check if CL > % 200
Yes No
of the
CL set for this
account
Case to be
Yes No
referred No action Yes No
Check sales
to Risk supervisor No action
feedback

Inform FM and either Call FM & ask for immediate

Ignore or suspend payment
Upon FM’s request equivalent to 100% of
The LA CL

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Corporate Dunning Process

There are 2 corporate dunning processes :

1. 45 days process
2. 65 days process

Note :
Corporate Sales to decide which corporate will be in which process.

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65 Days Process
Dunning Steps :
Day 45 : 1st call done to the FM to ask him/her to pay the 1st bill issued on day 0 and to make sure that
they have received their 2nd bill issued on day 30.
Day 60 : Auto-dialer message to be sent to the FM asking him/her to pay before a defined date in order
to avoid suspension.
Day 62 : An updated dunning file to be sent to the Corporate Sales team in order for each Sales Account
Manager to follow up on his/her accounts by calling the FMs.
Day 64 : An SMS to be sent to FM to inform him/her of the suspension action which will take place 24 hrs
after. File is sent to Sales for information .
Day 65 : Soft Suspension profile performed (Unless a logical reason is provided by the FM or a settlement
agreement has been reached, Soft suspension will be performed on all)
Day 80 : A call made to the FM asking him/her to pay the due amount in order to avoid Hard-Suspension
Day 89 : Hard Suspension profile performed
Day 120 : Deactivation

Note : Every efforts will be made to make a reasonable settlement regarding due amounts
so as to guarantee payment & to avoid suspension.

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Corporate Dunning Process

Corporate Dunning Process 65 Days

2/3
1/3 Dunning file to
3rd Bill Issue date be sent to Sales 29/3
20/2 60 days 62 Days Hard Suspension
20/3 89 Days
1st Bill Issue Date 1/2 2nd Bill Due Date Call Fleet Manager
1 Day 2nd Bill Issue Date 50 Days Before H.S
15/2
30 Days 1/3 80 Days
20/1 Call Corporate 4/3
Send AD to FM
1st Bill Due Date Fleet Manager Send an SMS
60 days
20 Days 45 64 Days
5/3
Soft Suspension
65 Days

65 Days total of1/2

fully Active Period 1/3 24 Days soft suspension period
1/1 1/4
1/2 1/3
1/1 18/2 10/3

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Soft Suspension : Allowing incoming calls + Barring all outgoing calls

Hard Suspension : Barring all incoming & outgoing calls + Stop the billing

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Corporate Dunning Process

Corporate Dunning Process 45 Days

05/02 1/3 1/04
1/2 Call 2 to fleet 20/2 3rd Bill Issue date 4th Bill Issue date
2nd Bill Issue Date manager
13/02 2nd Bill Due Date 50 days Deactivate
30 Days
Send 2nd AD to FM 50 Days Hard suspension send file to legal
15/2
1st Bill Issue Date Call Corporate Mentioning suspension
1 Day Fleet Manager 80 days
20/1 45 15/2
1st Bill Due Date Suspension
20 Days

45 Days total of fully Active1/2

Period 15 Days total of1/3
suspension 30 Days of hard suspension
1/1 1/4
1/2 1/3
1/1 18/2 18/2 10/3

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Thank you

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