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Managing Skip Trace and Impound Service Requests

Collection agents can use the following view tabs to record skip trace, bankruptcy, and legal information:

• Skip Trace. Companies who are unable to contact or locate a delinquent customer, rely on a skip trace agency to track down a customer. End users can use the Skip Trace view tab to record the results of skip trace report.

  Skip Trace has been created with an associated template for capture of details required to initiate skip trace activities internally or externally. Association with Siebel Activity Plans enables automatic creation of default activities associated with the Skip Trace process. Assignment Manager operates on Skip Trace SR and associated activities to assign the appropriate Internal or external resources.

• Impound. Occasionally an government agency seizes a vehicle for various reasons, for example if a vehicle is used for illegal purposes. At other times a customer may abandon a vehicle somewhere or not pick up a vehicle from a repair shop. During this time, the government agencies or repair shop informs the finance company (legal owner of vehicle when a vehicle is leased) and the finance company then manages the process of securing the vehicle.
• Bankruptcy. If a customer files for bankruptcy, end users can use the Bankruptcy view tab to track bankruptcy information.
• Legal. If a customer account becomes delinquent, end users can use the Legal view tab to track information about delinquent accounts.

Most delinquent account situations are resolved through initial contact with the customer, acceptance and fulfillment of a promise to pay (PTP). However seriously delinquent accounts present additional challenges to companies and often require legal or outside-party involvement. There are four primary directions to take as follows:

• Referral to an outside collections agency. For more information, see the procedure on how to assign a service request to a outside partner that follows.
• Initiation of skip trace activities. An example of a skip trace activity is trying to locate a debtor who cannot be reached through existing contact information. For more information, see the procedure on record skip trace information that follows.
• Processing impound notifications. Often impound notifications arise when physical possession of a vehicle against which collections activities are in process, for example abandonment at a repair facility or impound by police. For more information about impound service requests, see the procedure on how to add impound service requests that follows.
• Repossession of the vehicle from the debtor. For more information about repossessing vehicles, see Managing the Repossession Process.

To record skip trace information

1. Navigate to the Financial Accounts > Financial Accounts List view.
2. In the Financial Accounts list, query to find the account you want to record skip trace information.
3. Drill down on the Account # field link, and then click the Collection view tab > Skip Trace SRs link.
4. In the Skip Trace list, click New and complete the necessary fields.

To record impound information

1. Navigate to the Financial Accounts > Financial Accounts List view.
2. In the Financial Accounts list, query to find the account you want to record skip trace information.
3. Drill down on the Account # field link, and then click the Collection view tab > Impound SRs link.
4. In the Impound SR list, click New and complete the necessary fields.

   Some fields are described in the table that follows.

   Field	Comments
   Summary	Add a summary for the Impound SR, for example Impound initiated for customer ABC.
   Asset #	The Serial # of the selected record that appears in the field. Select the appropriate Asset #.

5. To enter vehicle information, drill down on the SR # field link.
6. In the Auto CF Impound Vehicle Request form, complete the necessary fields.

   Some of the fields might already be filled, in that case, verify that the vehicle information is correct.

To record legal information related to a delinquent account

1. Navigate to the Financial Accounts > Financial Accounts List view.
2. In the Financial Accounts list, drill down on the Account # field link you want to view.
3. Click the Legal view tab.
4. In the Legal form, complete the necessary fields.