Customer Service screen’s Collections tab

4.4 Customer Service screen’s Collections tab

The Collections tab in the Customer Service screen displays the collection-related account information required for a collector to work on the account. It is a quick snap-shot of the payment dues and promises along with other account details maintained in the system.

Figure 4-3 Customer Service - Collections tab

Description of "Figure 4-3 Customer Service - Collections tab"

The Collections tab consists of the following sub sections:

Dues & Promises

This section displays the details of unpaid dues and promises on the selected customer account.

Total Amt Due - Indicates the total amount due on the account.
Arranged - Indicates the amount agreed as Promise to Pay (PTP).
Unarranged - Indicates the difference between total amount due and Promise to Pay.

The adjacent section display the following details depending on the account status:

Historical due amount on the account from previous dues.
Last 4 unpaid dues with the Due Date and Due amount.
Late Fee amount charged on the account.
NSF Fee charged on the account.
Other Fee charged on the account.
Consolidated amount agreed as PTP (Promise to Pay).
Unarranged indicates the total outstanding due excluding the Promise to Pay amount.
Each bucket display the consolidated due amount with current and previous dues (if any).

Note:
When a due is partially paid and the Payment Received flag = N, system displays only the remaining due amount and not the full due amount.

Account Details

This section displays the summary of account-related information maintained in the system. Since some of the sections are already detailed in the above Customer Service screen’s Summary tab the same have been referenced in required instances.

Customer/Business Information

Displays the customer's information starting with primary customer or Business information depending on the type of account selected as either Customer or Business only account. For detailed information, refer to Customer/Business Information section.

Address Information

Displays corresponding Customer Address or Business Address depending on the type of account selected as either Customer or Business only account. For detailed information, refer to Address Information section.

Employment Information

Displays the corresponding Employment information of the customer selected in Customer Information section. For detailed information, refer to Employment Information section. The section is not displayed for Business only accounts.

Telecom Information

Displays the corresponding Customer or Business Telecommunication details depending on the type of account selected as either Customer or Business only account. For detailed information, refer to Telecom Information Section.

Collateral Information

Displays the corresponding collateral details maintained in Customer Service > Collateral tab for the selected customer account. For detailed information, refer to Collateral Information section.

Reference & Other Contacts

Displays the following details maintained in Customer Service > References tab.

Relationship
Name
Phone1
Phone2
Comment

For detailed information, refer to References sub tab.

Customer Preferences

This section displays the details of customer communication preferences maintained in Customer Service > Customer Preferences tab.

Table 4-19 Customer Preferences

In this field	View this
Communication Mode	The mode of communication preferred by customer such as Email or Phone.
Value	Communication details such as email ID or phone number.
Type	Preferred type of communication in case of ADHOC TELECOM.
Time Zone	Customer’s time zone.
Best day to call	Preferred day of the week to contact the customer, if specified.
Best Time To Call	Preferred time to contact the customer, if specified.

Calendar

This section displays the dues and payment related activities on account for the current month in Calendar format. By default, the calendar is displayed in Monthly format and can be changed to view by Day on clicking icon. The navigation buttons ( and ) facilitates to move to Previous or Next Month/Day depending on the selection. However, clicking Today button reverts the selection to the current Month/Day.

The following events are highlighted in the Calendar on specific dates:

The next payment due date as DUE.
The next payment day as PAY DAY (displayed only for Primary Customer of the account with Current indicator as Y and for latest record in Employments tab).
Paid Date as PAID.
Promised to Pay Date as PTP.
Current Date.

When multiple events occur on the same day, the same is indicated with the count along with a link to view the events. Also depending on the time zone configured, an event may be extended and highlighted to two days in the calendar when there is an overlap.

Eligibility

This section displays the customer account eligibility to take an Extension for payment due date and if Due Date Change (DDC) is allowed on the account. If yes, the same is indicated with a (tick mark).

Activities

This section displays the dues and payment related activities on account for 36 activities starting from A01 up to A36.

Parent topic: Customer Service