This chapter describes how to access information about customers, transactions, delinquencies, payments, aging, and balances.
This chapter covers the following topics:
Collectors need the ability to find historical information about their delinquent customers in order to be prepared to interact with their customers. Once prepared, collectors can more efficiently manage each customer.
When you talk to a customer you can quickly review information about the customer including transactions, previous call, recent payments, and current balances.
Select a record from Collector's Work Queue or search for a customer from the Collections window using the following steps:
Using the list of values (LOV), search for the organization name or the person's last or first name.
Optionally, use the LOV to search for the contact name.
You can change the operational data level for customer information in the View field.
Customer: Displays all information for the customer.
Account: Displays information on a selected account. Select a specific account to display.
Bill To: Displays information on a selected bill-to site location. Select a specific bill to location to display from the list of values.
Delinquency: Displays information on a selected delinquency. Select a specific delinquency to display.
The Collections header recaps key customer information about delinquencies, including:
Collectible transactions - the number of current and delinquent transactions
Delinquent invoices - the number of transactions that are past due
Amount overdue - the total amount of all past due transactions
Note: Transactions include invoices, credit memos, debit memos, chargebacks, and other receivables instruments.
See: Using the Collections Window for more information about the fields displayed in the Collections header.
You can view customer information in the following ways:
Select the Profile tab to view a summary of customer information including, installments and promises made in the past twelve months, date of last payment, last interaction, and metrics.
Use the History tab to view historic information based on the selected history type, such as All, Payment, or Dispute. Information about lease payments and promises to pay on leasing contracts is available if you use Oracle Lease and Finance Management.
You can see account details and all open (unpaid) transactions for each account from the Account tab.
You can view summary and detail information and process payments on the Transactions tab.
To see a list of all delinquent transactions and information about later stage events that happen during the collections life cycle, choose Lifecyle tab. A table lists the delinquent invoices and data fields displays details on each lifecycle status. See: Viewing Collection Lifecycle Data.
To view strategies and related work items for a customer, select the Strategies tab.
Select the Aging tab to view aging for transactions by aging buckets at the customer, account, or bill to level. See: Viewing Aging.
You can view or add notes regarding the customer on theNote tab. See: Notes Tab.
To view all tasks for a customer, select Task tab. See: Tasks Tab.
To update and add organization and contact information, navigate to the eBusiness Center by double-clicking the Organization or Contact name in the Collections header. The Collections tab in the eBusiness Center displays information about delinquencies and payments for the selected customer, along with metrics.
If you view an organization, or a contact at an organization, then the delinquency information displayed is for the organization account. In order to see delinquency information for a person, you need to view that person as a consumer, not as a contact.
Click the Details button to open the Advanced Collections application for the displayed customer. The eBusiness Center remains open. You can also go to eBusiness Center from Advanced Collections by double clicking the selected Organization or Consumer.
Oracle Advanced Collections supports collections activities for invoices coming from Oracle Lease and Finance Management and Oracle Receivables on the same screens. For Leasing invoices, Advanced Collections uses the concept of a case, which is defined as one or more lease contracts for a customer sharing the same parameters, such as the same bill-to address or private label determined by Oracle Lease and Finance Management. Advanced Collections uses those parameters to create cases or to add a contract to an existing case.
To review case information for the customer, select the Case Management tab.
Note: In order for the Owner information to appear in the Case Management tab, run the IEX: Case Owner Load Balancing concurrent program.
Select the Contract tab to view leasing contracts associated with your lease management customer.
Oracle Advanced Collections supports collections activities for invoices originating from Oracle Loans and Oracle Receivables on the same screens. You can view loan information, loan details, and process payments for delinquent or defaulted loans from Oracle Advanced Collections.
To review loan information for a customer, select the Loans tab.
Click the Loan Number hypertext link for additional loan summary information.
When you go to Advanced Collections from Collector's Work Queue, the information displayed is at the same data level as the node selected in the work queue.
To see a more or less granular view of your customer, you can change the data level by selecting a different view from the drop down list in the View field on the Collections header.
Related Topics
Operational Data Level, Oracle Advanced Collections Implementation Guide
For the customer displayed in the Collections header, you can designate two types of contact information.
Collections Contact: Used for collections calls.
Dunning Contact: Used for dunning and other collections correspondence.
Note: Both strategies and dunning plans send dunning correspondence, which can be letters, faxes, and e-mails.
To designate a contact type, highlight the contact in the Collections header. Then from the Actions menu, select Collections Contact or Dunning Contact. Whenever that customer appears in the Collections header, the Collections Contact is also automatically displayed.
Related Topics
The Profile tab provides a snapshot of information about the organization displayed in the Collections header. It displays credit, collector, payment, and promise to pay information; the last customer interaction; and customer metrics, such as weighted average days paid and average days late. Metrics displayed in the Profile tab are configured by the Collections Administrator in the Transaction Setup of the Collections Checklist.
Metrics can be calculated periodically or in real-time mode. Metrics can be calculated to three data levels: customer, account, and bill-to.
Related Topics
Set Up Metrics, Oracle Advanced Collections Implementation Guide
Preconfigured Metrics, Oracle Advanced Collections Implementation Guide
Use the History tab to view events related to collections activities that have occurred for a customer. You can view All History or filter by history type, such as correspondence or adjustments. Information about payments and promises to pay on leasing contracts is available if you use Oracle Lease and Finance Management.
History types available include:
If you change the operational data view, Advanced Collections filters the items displayed for a history type accordingly. Change the date range on the History tab to see more or fewer records for each history type.
All History is the default history type and provides a high-level, cumulative view of a customer's history. It lists all collections events in chronological order that have occurred for the date range specified. Select a column heading to sort the information by other criteria, such as transaction or status. The Notes column displays the last note written for the selected record. To view more details for a record, select another history type from the Type list of values.
See also: History Tab.
Note: Later-stage delinquencies are NOT included in All History.
Adjustment history provides details about adjustments in progress or already approved.
Collectors can create adjustments against delinquent transactions without approval in Oracle Receivables. Before creating an adjustment, the collector can access a customer's adjustment history. A collector might manage a customer differently, for example, if a customer has a history of frequent adjustment requests. Adjustment history details include amounts, dates, status, reason, adjustment activity name, and activity type.
See also: Adjustment History.
Correspondence history, previously called Dunning history, provides a view of all dunning notices and other related collections letters sent to a customer. Dunning notices can be sent as part of dunning plan or collections strategies. It also shows history of letters confirming payments, disputes, adjustments, reversals, and promises.
The Status column shows whether the invoices pertaining to the dunning letter correspondence are still delinquent or not by checking the status of all invoices related to the correspondence. If all invoices pertaining to that correspondence become current, then the correspondence status is set to close, else the status remains open. You can resend the correspondence only when the status is open. A resend option will send the correspondence with current delinquent invoices only and not as a copy of the earlier correspondence.
The Delivery Status column shows whether the delivery of the correspondence has been successful or not.
See also: Correspondence History.
Dispute history provides a list of all disputes, or credit memo requests, made against a customer's transactions. It includes the status of disputes still under review in Receivables and notes created by a collector for the dispute.
See also: Dispute History.
Interaction history provides insight into all customer contacts, listing dates and times, the employee resource, the reason for contact, and any outcomes. It also provides, if available, non-contact attempt information such as Ring, No Answers, and Busies and interactions from other business applications such as Oracle TeleSales.
See also: Interaction History.
If you use Oracle Lease and Finance Management, you can view payments on leasing invoices and lease contracts in Leasing Payment history.
The Payment on Leasing Invoices and Payment on Leasing Contracts options are only available if you use Oracle Lease and Finance Management.
If you use Oracle Lease and Finance Management with Oracle Advanced Collections, you can view promises to pay on leasing invoices and lease contracts in Leasing Promise history.
Payment history pulls information from Oracle Receivables for up-to-date receipts information. It displays all payments received from customers, including credit card refunds, and any notes entered by the collector with a payment.
If you want to see details of a payment, then select a line in the payment history and click Details. The Payment History Details window displays details including information from Oracle Payments.
If you want to reverse a payment, then select Reverse button on the Details window.
See also: Payment History.
Promise history provides a review of all promises to pay that a customer makes and indicates if payment was received and posted to the account or if the promise was broken or cancelled.
See also: Promise History.
You can view your customer's outstanding account balances on the Aging tab in Advanced Collections. The Aging tab opens using the default aging bucket defined in the Collections Checklist, but you can view account balances using any aging bucket defined in Oracle Receivables. You can modify your display by specifying an aging bucket or by choosing to summarize open credits.
Advanced Collections calculates and displays the total outstanding amounts for the current data level view, which can be by customer, bill to, or account. Aging per individual delinquency is not available.
You can view finance charges, approved and pending adjustments, and amounts in dispute.
You can view the amount of receipts at risk.
If you select to summarize open credits, you can view credits not aged for unapplied cash, on account cash, on account credits, cash claims, and prepayments.
Select the Transaction button to view all transactions for an aging bucket line. From there you can select a transaction and view transaction details, process payments, or enter a dispute. See: Processing Payments and Disputing Invoices for more information.
Related Topics