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Servicing New Hire Training Day 1

Servicing New Hire Training Day 1. Training Agenda Day 1. Training Expectations! Learning Styles Pre-Training Skills Assessment Automotive Finance Knowledge Business & Development Overview Servicing Structure Review Training Attendance Policy Outlook Access

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Servicing New Hire Training Day 1

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  1. Servicing New Hire Training Day 1

  2. Training Agenda Day 1 • Training Expectations! • Learning Styles • Pre-Training Skills Assessment • Automotive Finance Knowledge • Business & Development Overview • Servicing Structure Review • Training Attendance Policy • Outlook Access • Servicing Leadership Meet and Greet • Be MORE! • Debrief

  3. Group Activity: Make a list of at least TEN rules/guidelines that are important to you. (example: respect, participation, etc.)

  4. Training Room Rules & Expectations: • All drinks must have lids • No food in the training room at any time. This includes snacks, meals, etc. Leftovers are to be stored in the refrigerator. • Cell phones must be put away and on silent during class • Be engaged • Show respect • Be on time • No sleeping or laying heads down

  5. Intro to Servicing New Hire Manual and Useful Links • www.quia.com 1.Click Visit Quia Web link 2. Enter Username and Password

  6. To be completed: • Learning Styles Pre-Training Skills Assessment Training Attendance Policy Review and Acknowledge

  7. 10:00 a.m. – 10:15 a.m.

  8. Business & Development Overview

  9. How do we fund our business? • Securitization occurs when loans are consolidated and sold to investors in the form of securities. • Triggers/Reserves are flag loan pools of poor performance.

  10. So what does poor performing mean? What does delinquency mean in our world? At SCUSA, a payment that is even ONE day past due is considered delinquent. Currently 35% of our portfolio is in delinquency (30+ days past due). *based on one year ending 2/2012

  11. Delinquency & Loan Servicing • Let’s look at how delinquency is organized within the Servicing Department…

  12. Delinquency & Loan Servicing • In Servicing, you will hear people talk a lot about “Pots” or “Buckets.” POT stands for Potential. • The POT is determined by how delinquent an account is on the last day of the month.

  13. Delinquency & Loan Servicing Pot Loss DCM Pot 30 Pot 60 Pot 90 Front End Mid Range Back End

  14. Delinquency & Loan Servicing POT 30s or Potential 30s are accounts that will be at least 30 days past due on the last day of the month. In most cases: If an account is only due for last month’s payment, it is a Pot 30 this month.

  15. Delinquency & Loan Servicing • Example: • If an account is due on January 28th and they have not paid yet, how many days past due will they be on February 28th… Answer: 31 Days Past Due This means that the account is going to count against thePot 30 numbers if we don’t collect by the end of the month.

  16. Delinquency & Loan Servicing • The same applies with all of the mid range and back end delinquency stages. POT 60s will be at least 60 days past due on the last day of the month. • Due for last month’s payment and the month before that. • POT 90s will be at least 90 days past due on the last day of the month. • Due for last month’s payment and the two previous months

  17. Delinquency & Loan Servicing • DCM or DueCurrent Month accounts are only due for this month’s payment. They will be POT 30s next month if we do not bring them current. POT LOSS accounts were POT 90s last month. They will be a loss for the company if they are not improved by the end of the month.

  18. Delinquency & Loan Servicing • Our success depends on the balances of the accountsthat are in each of these buckets at the end of the month. • Your goal is to improve the delinquency of each account that you service by moving back as many buckets as you can.

  19. Delinquency & Loan Servicing • For Example… • If you take a regular payment on a POT 60 account that has a $20,000.00 balance, you move that balance out of the POT 60 bucket and into the POT 30 bucket. Pot 30 DCM Pot 60 Pot Loss Pot 90

  20. Delinquency & Loan Servicing: ATA • ATA or Amount to Age: The minimum amount necessary to improve the delinquency on an account.

  21. Servicing: ATAs • If an ATA reaches a certain threshold, the customer will receive credit for paying that month, and the remaining balance will be added to the next month’s payment. However, if an ATA payment is not high enough, the customer will still reflect a payment due. The ATA threshold for our accounts varies based on where the loan was originated.

  22. Delinquency & Loan Servicing: ATA • Examples 1: 50% ATA Threshold Regular Payment Amount: $500.00Customer pays: $150.00Does $150 satisfy the ATA? No, this customer would still reflect a past due balance for $350.00 and it would not advance the due month.

  23. Delinquency & Loan Servicing: ATA • Examples 2: 50%ATA Threshold Regular Payment Amount: $500.00Amount Paid: $250.00 Does this payment satisfy the ATA? Yes, this customer would be current for this month and would need to pay the remaining $250.00 with next month’s payment. What would their payment be next month? Next month, their payment would be $750.00.

  24. Delinquency & Loan Servicing: ATA • Examples 3: 90%ATA Threshold Regular Payment Amount: $500.00Amount Paid: $450.00 Does this payment satisfy the ATA? Yes, this customer would be current for this month. What would their payment be next month? Next month, their payment would be $550.00.

  25. Intro to the Servicing Toolbox! • Pull up Citrix>Training folder>Servicing Toolbox

  26. Lunch Time! • 12:00 p.m. – 1:00 p.m.

  27. What do you want to know about ME?AVP Presentations

  28. Question Bank – Part 1 • What is your pet peeve? • Who inspired you to be apart of this business? • What is your idea of success? • What is your best advice for work/life balance? • What is in your IPOD right now? • What is your favorite vacation spot? • What is your favorite quote? • If you could have dinner with a famous person (living), who would it be? • What is your dream car? • What was your best birthday and why?

  29. Question Bank – Part 2 • What is your favorite sports team? • What city were you born in? • What was your favorite TV show as a kid? • Who was your idol growing up? • What is your favorite band or artist? • What motivates you? • What is your favorite book? • If you could live in any place in the world where would it be? • If you could have lived in any era which one would it be?

  30. Intro to Be More!

  31. 3:15 p.m. – 3:30 p.m.

  32. Microsoft Outlook: Microsoft Outlookis used to exchange email communications with other members of the organization and with outside vendors.

  33. Microsoft Outlook • DO… • Use company email signature template • Signature Builder to Outlook - Options • Always fill in your subject line. • Utilize spell check. • Employ professionalism & proper grammar. • Use your email for work purposes only.

  34. Microsoft Outlook • DO NOT… • Use slang or “text-abbreviations”. • Use colorful fonts or backgrounds. • Forward non-work related materials. • Add quotations or pictures to your signature. • Send screen-shots of customer information.

  35. Kronos

  36. Debrief/Questions

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