| Greeting | Thank you for calling, this is XXXX. How can I help you today? |
| Search for an account | Let me see if we already have an account for you. |
| Existing account | Verify account, check account details and ask questions to determine how to assist the client |
| No existing account | I’m not finding anything under your name. |
| Probing Questions |
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| Web or phone option | It appears you need the 1st credit counseling course. Do you have access to the internet? |
| If web – Instructions | Provide instructions to register at www.cricketdebt.com |
| If phone – DISCLOSURES | The first step is to listen to the Cricket Debt Disclosures, have you listened to that yet?
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| Waiver Pre-Approval | Gather financial information for pre-waiver
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| Income exceeds waiver guidelines | If their income exceeds the guidelines there is no need to say anything, just move on.
If the client asks you about a waiver, you can say: Based on the information you provided, your income exceeds our waiver guidelines. |
| Income meets waiver guidelines | You appear to be eligible for a waiver. If you’d like your fee to be waived, you will need to send in proof of income. Do you want to send that in, or would you like to opt-out and move forward with your payment. |
| Waiver Instructions | Proof of Income We must receive TWO items from the list below in addition to the client’s full name, number of dependents, and the state they reside in.
Some examples of acceptable proof of income are: W2 forms, 3 most recent Pay Stubs, tax returns If a client is getting Social Security then ONLY their SSI/SDI statement is needed. *No bank statements |
| Waiver Opt-Out | Please understand that by opting out of the waiver, this means you cannot request a refund for the counseling fee at a later time. |
| Attorney Code | Attorney codes are not required to take the counseling, but always ask:
Were you given an attorney code? If the code is Attorney pays (AP or APV) you say: The code you provided is associated with the XXX Law Office and they will pay your $24 counseling fee. If they pre-qualified for waiver, you add: If you don’t want to send us proof of income and wait 24 hours for approval, you can opt out of the waiver. |
| Create an account | Gather name(s), address, phone number, email address (if the client has one) |
| Joint account | Click Enroll Spouse button
Gather spouse’s name and add it to the account *If you did not search for a spouse when looking for an existing account, open a new tab and search for the spouse now |
| Client’s taking the course separate or together | Will you be listening to the course at the same time or at separate times?
*Select the taking the course together button if the client or client’s state that they will listen to the course together |
| Payment | Collect Payment if there is no waiver, no attorney pays code or waiver request |
| Provide calling instructions | Do you have something to write with? I’m going to give you the direct number for the counseling in case you are disconnected, this way you won’t need to wait on hold to get back in. The number is 866-890-9655.
Your PIN is XXXXXX and you will be asked for that after I transfer you. If you are ready to get started I will transfer you now. *If clients are registered to take the course together, do not transfer the call into the course if both clients are not on the phone. |
| Transfer call | Extension 6510 |