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intro to skip tracing

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skip tracing techniques

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skip tracing techniques

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intro to skip tracing

Încărcat de

goosebumps1942

Descriere:

skip tracing techniques

Drepturi de autor:

Attribution Non-Commercial (BY-NC)
Descărcați ca PDF, TXT sau citiți online pe Scribd
Marcați ca având conținut necorespunzător

Titluri conexe

din 33
The ABCs of Skip Tracing and Collections by Drew Tyrrell Octber 13, 2010
The ABCs of
Skip Tracing and
Collections
by Drew Tyrrell
Octber 13, 2010
Learnin g the Trade  “ Y ou are a b ou t t o
Learnin g the Trade  “ Y ou are a b ou t t o
Learnin g the Trade  “ Y ou are a b ou t t o

Learning the Trade

Learnin g the Trade  “ Y ou are a b ou t t o b
Learnin g the Trade  “ Y ou are a b ou t t o b

“You are about to become a debt collector, making attempts to collect debts, and any information obtained hereafter will be used for that purpose.”

attempts to collect d e bt s , an d any i n f orma ti
Qualities of a Good Debt Collector  Good computer skills  Good communication skills (listening
Qualities of a Good Debt Collector  Good computer skills  Good communication skills (listening

Qualities of a Good Debt Collector

Qualities of a Good Debt Collector  Good computer skills  Good communication skills (listening is
Qualities of a Good Debt Collector  Good computer skills  Good communication skills (listening is

Good computer skills

Good communication skills (listening is the most important)

Creative

Self-confident

Motivated

(listening is the most important)  Creative  Self-confident  Motivated  Problem solver  Great

Problem solver

Great attitude

(listening is the most important)  Creative  Self-confident  Motivated  Problem solver  Great
Ob j ectives  Skip Tracing  Collections  Definition and t   es 
Ob j ectives  Skip Tracing  Collections  Definition and t   es 
Ob j ectives  Skip Tracing  Collections  Definition and t   es 

Objectives

Ob j ectives  Skip Tracing  Collections  Definition and t   es  Voluntar
Ob j ectives  Skip Tracing  Collections  Definition and t   es  Voluntar

Skip Tracing

Collections

Definition and t

  

es

Voluntar

Involuntar
 

,

of “skips”

and Unable to Collect

Best ractices/techni ues

Employing a strategy

p

q

Best, most economical tools

  

What to say and how to say things for better results

ACT Strategies

ACT Strategies
   What to say and how to say things for better results  ACT Strategies
T ypes of “Skips”  Not trying to hide (aka Unintentional)  T ry i
T ypes of “Skips”  Not trying to hide (aka Unintentional)  T ry i

Types of “Skips”

T ypes of “Skips”  Not trying to hide (aka Unintentional)  T ry i ng
T ypes of “Skips”  Not trying to hide (aka Unintentional)  T ry i ng

Not trying to hide (aka Unintentional)

Trying to hide from you (Intentional)

Trying to hide from everyone (Fraud)

(aka Unintentional)  T ry i ng t o hid e f rom you (Intentional) 
T he Unintentional Skips  Likely relocated for a job  Unemployed and living with
T he Unintentional Skips  Likely relocated for a job  Unemployed and living with

The Unintentional Skips

T he Unintentional Skips  Likely relocated for a job  Unemployed and living with friends
T he Unintentional Skips  Likely relocated for a job  Unemployed and living with friends

Likely relocated for a job

Unemployed and living with friends or relatives

Unaware of the debt

Unsure of their options

Low on cash

and living with friends or relatives  U naware o f th e de bt 
T he Intentional Skips  Aware of the debt and can’t/won’t pay  Likely have
T he Intentional Skips  Aware of the debt and can’t/won’t pay  Likely have
T he Intentional Skips  Aware of the debt and can’t/won’t pay  Likely have

The Intentional Skips

T he Intentional Skips  Aware of the debt and can’t/won’t pay  Likely have excessive
T he Intentional Skips  Aware of the debt and can’t/won’t pay  Likely have excessive

Aware of the debt and can’t/won’t pay

Likely have excessive other debts

Friends and relatives helping them hide

Bigger problems than simply debt

 Likely have excessive other debts  Friends and relatives helping them hide  Bigger problems
T he Fraudulent Skips  Never had any intentions of paying  Hiding from law
T he Fraudulent Skips  Never had any intentions of paying  Hiding from law
T he Fraudulent Skips  Never had any intentions of paying  Hiding from law

The Fraudulent Skips

T he Fraudulent Skips  Never had any intentions of paying  Hiding from law enforcement/child
T he Fraudulent Skips  Never had any intentions of paying  Hiding from law enforcement/child

Never had any intentions of paying

Hiding from law enforcement/child support

Friends and relatives have lost contact

Requires “hardcore” collections

from law enforcement/child support  Friends and relatives have lost contact  Requires “hardcore” collections
Get Or g anized to Skip Trace  Establish a skip tracing plan as part
Get Or g anized to Skip Trace  Establish a skip tracing plan as part

Get Organized to Skip Trace

Get Or g anized to Skip Trace  Establish a skip tracing plan as part of
Get Or g anized to Skip Trace  Establish a skip tracing plan as part of

Establish a skip tracing plan as part of your collection strategy

Schedule a specific time each day or week to skip

Skip tracing by phone: Friends, Relatives, Neighbors, Landlords, Employers, Colleagues, Former Employers, Pastors, and ex-spouses

Skip tracing with letters: Helps verify an address and may provide a forwarding address

Skip tracing online: Use search engines, free websites including phone/address directories, public record searches e.g. bankruptcy filings, marriage/divorce records, birth and death records, inmate searches

public record searches e.g. bankruptcy filings, marriage/divorce records, birth and death records, inmate searches
Skip Tracing Themes  Be proactive  Identify what you are looking for  Work
Skip Tracing Themes  Be proactive  Identify what you are looking for  Work

Skip Tracing Themes

Skip Tracing Themes  Be proactive  Identify what you are looking for  Work the
Skip Tracing Themes  Be proactive  Identify what you are looking for  Work the

Be proactive

Identify what you are looking for

Work the good information to obtain the missing

Leave yourself a trail then retrace your steps

Utilize a variety of strategies

Be creative, Sherlock Holmes!

Leave yourself a trail then retrace your steps  Utilize a variety of strategies  Be
Economical Skip Tracing T ools  Your Internal Tools  Admission application  Entrance/exit interviews
Economical Skip Tracing T ools  Your Internal Tools  Admission application  Entrance/exit interviews

Economical Skip Tracing Tools

Economical Skip Tracing T ools  Your Internal Tools  Admission application  Entrance/exit interviews 
Economical Skip Tracing T ools  Your Internal Tools  Admission application  Entrance/exit interviews 

Your Internal Tools

Admission application

Entrance/exit interviews

Other universit /colle e de artments

World Wide Web

Web-based search engines (e.g. Google, Yahoo)

Phone/address directories

Public records (marriage, divorce, civil/criminal actions, foreclosures)

The “free” sites

Credit Bureaus

Current addresses and phone numbers

Employment information

Spouse information

Ability to pay

Bureaus  Current addresses and phone numbers  Employment information  Spouse information  Ability to
Skip Tracing by Phone  Don’t be afraid to dial, dial, di al – and
Skip Tracing by Phone  Don’t be afraid to dial, dial, di al – and

Skip Tracing by Phone

Skip Tracing by Phone  Don’t be afraid to dial, dial, di al – and ask
Skip Tracing by Phone  Don’t be afraid to dial, dial, di al – and ask

Don’t be afraid to dial, dial, dial – and ask a ton of questions!

Be prepared – know what to expect

Be professional

Record everything

Challenge the lies and call screeners

Avoid “Yes/No” questions

Avoid being deceptive/misleading

The hold button secret

and call screeners  Avoid “ Yes/No ” questions  Avoid being deceptive/misleading  T he
Skip Tracing Usin g Letters  Send letters and keep record of what you sent
Skip Tracing Usin g Letters  Send letters and keep record of what you sent

Skip Tracing Using Letters

Skip Tracing Usin g Letters  Send letters and keep record of what you sent and
Skip Tracing Usin g Letters  Send letters and keep record of what you sent and

Send letters and keep record of what you sent and the cost (recover your costs on Federal debts)

Letters may generate a new address

Send a letter to the on-campus address and the permanent address

Obtain a physical address from a PO Box

Skip letters are no longer the norm

address and the permanent address  Obtain a physical address from a PO Box  Ski
The Best Sources of Information  Parents & relatives  Neighbors & landlord  E
The Best Sources of Information  Parents & relatives  Neighbors & landlord  E

The Best Sources of Information

The Best Sources of Information  Parents & relatives  Neighbors & landlord  E mp
The Best Sources of Information  Parents & relatives  Neighbors & landlord  E mp

Parents & relatives

Neighbors & landlord

Employers

Colleagues

Former employers

Former colleagues

Ex-spouse – Personal Favorite!

Pastor

Other acquaintances

F ormer emp l oyers  Former colleagues  Ex-s p ouse – Personal Favorite! 
“Right-Phrase” Your Questions NO   YES Is Johnny working? Is Johnny at work? Where does
“Right-Phrase” Your Questions NO   YES Is Johnny working? Is Johnny at work? Where does

“Right-Phrase” Your Questions

“Right-Phrase” Your Questions NO   YES Is Johnny working? Is Johnny at work? Where does Johnny
“Right-Phrase” Your Questions NO   YES Is Johnny working? Is Johnny at work? Where does Johnny

NO

  

YES

Is Johnny working? Is Johnny at work?

Where does Johnny work? Is he still

  

working at

?

Allow the person the

complete your question?

  

Does Johnny have a cell phone?

What is Johnny’s cell phone number?

Is Johnny at work right now?

What shift is Johnny working today/tonight?

  

What is Johnny’s address?

His address is

? Allow the person

to complete the address for you.

  

What time will Johnny be home?

I am available to call back at is the best time slot to deliver this important message?

,

which

Does Johnny have an email address?

I understand Johnny is busy so where should I send him an email?
, which Does Johnny have an email address? I understand Johnny is busy so where should
Free Skip Tracin g Resources  Basic Demo graphics  www.411.com ; www.whitepages.com ; www.zabasearch.com
Free Skip Tracin g Resources  Basic Demo graphics  www.411.com ; www.whitepages.com ; www.zabasearch.com

Free Skip Tracing Resources

Free Skip Tracin g Resources  Basic Demo graphics  www.411.com ; www.whitepages.com ; www.zabasearch.com ;
Free Skip Tracin g Resources  Basic Demo graphics  www.411.com ; www.whitepages.com ; www.zabasearch.com ;

Basic Demographics

www.411.com; www.whitepages.com; www.zabasearch.com; www.skipease.com; www.skip-tips.com

Public Records

County Court Websites; State Department of Corrections; County Recorders; www.rootsweb.com, www.ancestry.com; Government Employees (e.g. State of California – State Telephone Directory); Bankruptcy courts

Professional Licenses

Secretary of State; Chamber of Commerce; Medical Boards, State Bar; Teacher Credentials Governing Body (e.g. State of California Teacher Credentialing Commission -

https://teachercred.ctc.ca.gov/teachers/PublicSearchProxy

Social Networking

www.facebook.com; www.myspace.com; www.twitter.com; www.linkedin.com; www.classmates.com http://en.wikipedia.org/wiki/List_of_social_networking_websites

; www.classmates.com htt p: // en . w iki pe di a . org / w
Online Search Eng ines  “Google it!” – www.google.com  Great for uncommon names 
Online Search Eng ines  “Google it!” – www.google.com  Great for uncommon names 

Online Search Engines

Online Search Eng ines  “Google it!” – www.google.com  Great for uncommon names  Enter
Online Search Eng ines  “Google it!” – www.google.com  Great for uncommon names  Enter

“Google it!” – www.google.com

Great for uncommon names

Enter your subject + area = FOUND!

Use quotes to avoid partial or wrong party information

Other search engines

www.dogpile.com; www.altavista.com; www.bing.com; http://en.wikipedia.org/wiki/List_of_search_engines

engines  www.dogpile.com ; www.altavista.com ; www.bing.com ; http://en.wikipedia.org/wiki/List_of_search_engines
International Skip Tracin g  Is the balance sufficient to warrant the expense?  Identify
International Skip Tracin g  Is the balance sufficient to warrant the expense?  Identify

International Skip Tracing

International Skip Tracin g  Is the balance sufficient to warrant the expense?  Identify the
International Skip Tracin g  Is the balance sufficient to warrant the expense?  Identify the

Is the balance sufficient to warrant the expense?

Identify the country of origin

Identify common languages in the country

Contact the ESL department at your institution

Student sponsors and/or embassy

Check VISA & Immigration Status (USCIS – www.uscis.gov/)

institution  Student sponsors and/or embassy  Check VISA & Immigration Status (USCIS – www.uscis.gov/ )
T ypes of Collections  Voluntary  Demand for payment by phone and letter 
T ypes of Collections  Voluntary  Demand for payment by phone and letter 

Types of Collections

T ypes of Collections  Voluntary  Demand for payment by phone and letter  Lump
T ypes of Collections  Voluntary  Demand for payment by phone and letter  Lump

Voluntary

Demand for payment by phone and letter

Lump sum payment(s)

Installment a ments

Compromise/settlements

Involuntary

Reporting to credit

Tax/treasury offset

Private collection agencies

Holds on University/College services

Unable to Collect

Private collection agencies

Write-offs

Litigation

on University/College services  Unable to Collect  Private collection agencies  Write-offs  Litigation
Best Practices on the Phone  Update the file in every conversation  Avoid sounding
Best Practices on the Phone  Update the file in every conversation  Avoid sounding

Best Practices on the Phone

Best Practices on the Phone  Update the file in every conversation  Avoid sounding robotic
Best Practices on the Phone  Update the file in every conversation  Avoid sounding robotic

Update the file in every conversation

Avoid sounding robotic

Adapt to where you are calling

Sound like a friend or relative but don’t lie

Be courteous but not a pushover, firm but not aggressive, factual but on a need to know only basis

Talk to the bill payer in the family (with permission)

not a gg ressive , factual but on a need to know only basis  Talk
Borrower Information is Power! T h e S t r a t e g y
Borrower Information is Power! T h e S t r a t e g y

Borrower Information is Power!

Borrower Information is Power! T h e S t r a t e g y :
Borrower Information is Power! T h e S t r a t e g y :

The Strategy:

Information is Power! T h e S t r a t e g y : 

Obtain demographics (in every contact)

Discover ability and sources of payment

Communicate the

ur enc

g

y

of

a ment

p y

Require the following:

the ur enc g y of a ment p y Require the following:  Current address

Current address

Social security number

Date of birth

Place of employment

Work phone number

Cell phone number

Email address

Spouse’s information

Household income & expenses

Assets: Real property, money market accounts, 401k

 Spouse ’ s information  Household income & expenses  Assets: Real property, money market
Ne g otiatin g with the Borrower  Use an informal tone to identify the
Ne g otiatin g with the Borrower  Use an informal tone to identify the

Negotiating with the Borrower

Ne g otiatin g with the Borrower  Use an informal tone to identify the borrower
Ne g otiatin g with the Borrower  Use an informal tone to identify the borrower

Use an informal tone to identify the borrower

Verify location information

Identify yourself and your intentions

Make no demands if the borrower doesn’t understand the debt

Stress urgency by explaining benefits and consequences of paying or not paying

Ask for the balance

Psychological pause: 1 st person to speak loses

Take a financial statement if BIF is not possible

Document, reiterate and follow up on all arrangements

loses  Take a financial statement if BIF is not possible  Document, reiterate and follow
T ricks When Ne g otiatin g  Make your offer and be willing to
T ricks When Ne g otiatin g  Make your offer and be willing to

Tricks When Negotiating

T ricks When Ne g otiatin g  Make your offer and be willing to compromise
T ricks When Ne g otiatin g  Make your offer and be willing to compromise

Make your offer and be willing to compromise

Don’t bid against yourself

Don’t give up anything for nothing

Identify what motivates the borrower

Use empathy but not emotion

 Identify what motivates the borrower  Use empathy but not emotion  Have a backu

Have a backup plan and be patient

 Identify what motivates the borrower  Use empathy but not emotion  Have a backu
Committin g Questions  What are your intentions about paying this debt in full, today
Committin g Questions  What are your intentions about paying this debt in full, today

Committing Questions

Committin g Questions  What are your intentions about paying this debt in full, today ?
Committin g Questions  What are your intentions about paying this debt in full, today ?

What are your intentions about paying this debt in full, today?

Which method of payment do you want to use to pay this amount in full today?

If you understood why you owe this debt you would pay it in full today correct?

Are there any other debts you have which you consider more important than this one today?

If I created an affordable payment plan, would you commit today?

consider more important than this one today ?  If I created an affordable payment plan,

ACT’s Skip Tracing and Collection Logic and Strategies

ACT’s Skip Tracing and Collection Log ic and Strate g ies  Using a computerized collections
ACT’s Skip Tracing and Collection Log ic and Strate g ies  Using a computerized collections
ACT’s Skip Tracing and Collection Log ic and Strate g ies  Using a computerized collections
ACT’s Skip Tracing and Collection Log ic and Strate g ies  Using a computerized collections

Using a computerized collections case management system

Storing data on all agency placements

Manage the progression of each account through the collections process

Debtor demographics

Particulars of the debt

Status indicators

Queue level indicators

Account action and result codes

 Particulars of the debt  Status indicators  Queue level indicators  Account action and
Analyzing Debtor Demographics  Name  Address  City  State  Zip Code 
Analyzing Debtor Demographics  Name  Address  City  State  Zip Code 

Analyzing Debtor Demographics

Analyzing Debtor Demographics  Name  Address  City  State  Zip Code  Home
Analyzing Debtor Demographics  Name  Address  City  State  Zip Code  Home

Name

Address

City

State

Zip Code

Home phone

Work phone

Cell phone

SSN

Driver’s license

Place of employment

Credit reports and scoring

POP!* *Probabilit of PMT!
POP!*
*Probabilit of PMT!
S S N  Driver’s license  Place of employment  Credit re p orts and
Particulars of Debt  P re-p l acement account d eta ils  Debt t
Particulars of Debt  P re-p l acement account d eta ils  Debt t

Particulars of Debt

Particulars of Debt  P re-p l acement account d eta ils  Debt t yp
Particulars of Debt  P re-p l acement account d eta ils  Debt t yp

Pre-placement account details

Debt type

Placement Level

Date of last payment, if any

Deliquency date

Prior collection activity

Debt t yp e  Placement Level  Date of last payment, if any  Deliquency
Debt t yp e  Placement Level  Date of last payment, if any  Deliquency
Status Indicators  Denotes the stage of the collection process  Helps the monitoring of
Status Indicators  Denotes the stage of the collection process  Helps the monitoring of

Status Indicators

Status Indicators  Denotes the stage of the collection process  Helps the monitoring of an
Status Indicators  Denotes the stage of the collection process  Helps the monitoring of an

Denotes the stage of the collection process

Helps the monitoring of an account or groups of accounts

Helps filter accounts with special needs

Status

Description

NEW

New account

LEG

Legal action taken

BK

Bankruptcy identified or filed

HOT

Borrower has ability; out to raise money

PDC

Pending consolidation

DEC

Borrower may be deceased; obtain death certificate

INC

Borrower is incarcerated need booking info
DEC Borrower may be deceased; obtain death certificate INC Borrower is incarcerated need booking info
Action and Result Codes  Details of how an account has progressed through the collection
Action and Result Codes  Details of how an account has progressed through the collection

Action and Result Codes

Action and Result Codes  Details of how an account has progressed through the collection process
Action and Result Codes  Details of how an account has progressed through the collection process

Details of how an account has progressed through the collection process

Identifies specific collection i

i

act v ty

Provides collector and mana er directions for what to do next

g

Action

Result

Borrower called and promised payment

Setup for payment arrangement scheduled for date of payment

Borrower’s attorney called

Attorney status; no calls to borrower

Borrower advised cease and desist

Status changed to cease and desist; no further borrower contact

Called borrower and left a message

Notes message and schedules account out 3 days

Skipped with the Department of Education

Updated new address and phone number in account
account out 3 days Skipped with the Department of Education Updated new address and phone number
Queue or Bin Level Indicators  Helps ACT identify when a collector should work a
Queue or Bin Level Indicators  Helps ACT identify when a collector should work a

Queue or Bin Level Indicators

Queue or Bin Level Indicators  Helps ACT identify when a collector should work a particular
Queue or Bin Level Indicators  Helps ACT identify when a collector should work a particular

Helps ACT identify when a collector should work a particular account or group of accounts and provides a filtering mechanism

Examples:

Specific time zones

Business classes

High scoring accounts

Bankruptcy

Death

Incarceration

Specific time zones  Business classes  High scoring accounts  Bankruptcy  Death  In
Specific time zones  Business classes  High scoring accounts  Bankruptcy  Death  In
Ag ency Fee Based Tools  www.Accurint.com  www.Experian.com  www.Transunion.com  www.Equifax.com  www.
Ag ency Fee Based Tools  www.Accurint.com  www.Experian.com  www.Transunion.com  www.Equifax.com  www.

Agency Fee Based Tools

Ag ency Fee Based Tools  www.Accurint.com  www.Experian.com  www.Transunion.com  www.Equifax.com  www.
Ag ency Fee Based Tools  www.Accurint.com  www.Experian.com  www.Transunion.com  www.Equifax.com  www.

www.Accurint.com

www.Experian.com

www.Transunion.com

www.Equifax.com

www.Banko.com

www.MerlinData.com

www.InsightAmerica.com

www.theWorkNumber.com

www.Equifax.com  www. B an ko.com  www.MerlinData.com  www . InsightAmerica . com  www.theWorkNumber.com
T he A gency Advantage Ever wonder how the Agency made it happen? Significant investments
T he A gency Advantage Ever wonder how the Agency made it happen? Significant investments

The Agency Advantage

T he A gency Advantage Ever wonder how the Agency made it happen? Significant investments in
T he A gency Advantage Ever wonder how the Agency made it happen? Significant investments in

Ever wonder how the Agency made it happen?

Significant investments in the following:

Industry professionals

Employee training and development

Information technology

Skip tracing databases

Compliance, compliance, compliance

training and development  Information technology  Skip tracing databases  Compliance, compliance, compliance
training and development  Information technology  Skip tracing databases  Compliance, compliance, compliance
Questions/Comments? Thank you for your time and participation! Drew Tyrrell (88 7) 4 03 -7770
Questions/Comments? Thank you for your time and participation! Drew Tyrrell (88 7) 4 03 -7770

Questions/Comments?

Questions/Comments? Thank you for your time and participation! Drew Tyrrell (88 7) 4 03 -7770 Ex
Questions/Comments? Thank you for your time and participation! Drew Tyrrell (88 7) 4 03 -7770 Ex

Thank you for your time and participation!

Drew Tyrrell (887) 403-7770 Ext 6589 Atyrrell@accountcontrol.com

Thank you for your time and participation! Drew Tyrrell (88 7) 4 03 -7770 Ex t

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