Procedure

Bee EVERY CALL: (04/07/2024)

When we speak to the person concerned, we must EVERY time ask for an email address where we can reach them. This email address must be added to the relationship sheet. If there is already an email address, it must be verified. 

With every comment we post in the system, please also include: 

• says he doesn't have an email address
• email address has been verified
• email address inserted in relationship sheet 

AGENDA: 

• INBOUND: Debtor calls the call center to add a second/additional agenda. DO NOT delete ANYTHING from calendar
• OUTBOUND: The existing agenda item to CC may be deleted. This is the agenda line “to call center” only which may be deleted.

Opposite party wants a settlement:

• Comments: who is on the line and what telephone number
• agenda: date tomorrow Code 29 cc out
• Reception in writing? Note down address
• Reception by email The defendant must send an email to Legal Recovery himself.

Counterparty wishes to pay balance:

• Who's on the line?
• Balance payment date
• agenda: date (date on which the other party pays)20/08/2024 +1week Code 01PAY

Opposite party disputes:

• Reason for dispute and ask for a date when the objection will be submitted in writing. 
• who is on the line?
• Person must send an email with information about the dispute and supporting documents if available.
• agenda: date  (date today +5 working days, let the person know that we must receive this objection within 5 days) 20/08/2024 1 week Code  Adjust the date of the existing calendar
• Disputes can be submitted by post or by email (to [email protected] or reply to the email they received)
• please inform them that only written/digital documents that must demonstrate their objection can be considered for this. (20/08/2024)
• Without documentation, we do not place files on objection. (20/08/2024)
• When the reference is correctly noted in the subject of the email, the file is automatically blocked with a new agenda line (Mail in).

No/incorrect number supplied 

• Please note in the 'Comments' (see above).
• Adjust agenda: date on tomorrow – 'call center out' ('27')
• ! in the Excel lists (outbound) these fall under the heading of 'wrong number' achieved!

Counterparty promised to call back themselves: (added 04/07/2024)

• Who's on the line?
• Balance payment date
• Agenda: date 1 week Code 28 cc callback recaller

Person calls in to report that the debtor no longer lives at the specified address

• Do not remove an address from the relationship sheet! 
• Clearly note which new address they live in the comment.
• Agenda: date 1 week Code 18 Information RR-KBO-RENSEIGNEMENT RN-BCE

If an OCM / Social Service / Lawyer / etc... who helps the debtor calls in, please always forward them to the email address: [email protected] and ask that they clearly mention our reference BFxxxx and send their question in this way . The file manager will then contact them himself. Their email address must never be added to the file. Due to GDPR.

Old outbound code that no longer needs to be used, working method has been changed for more efficient work and cost savings.

Payment:  

Payment can only be made by bank transfer, cash payments at the office cannot be made.

Counterparty did not answer (this is only outbound):

• Please note in the 'Comments' (see above).
• Adjust agenda: date on tomorrow – 'call center out' ('27')
•  

No number provided, no number after search:

Payment plan: (only when a file is in the amicable phase)

• 1 defendant no comment
• more than 1 defendant comment, who is on the line and what telephone number. You need to know to whom the approval of the repayment plan should be sent. 
• agenda: date tomorrow Code 04 Confirmpay
• In the case of a payment plan, this payment plan is sent to the defendant by email or letter. So requesting a detail is not necessary!

This is allowed in implementation files no payment plan will be granted and should be referred to LR on 02/669.91.20

Please get out of the file as quickly as possible so that we can handle them fully when they call LR afterwards!

These files can be recognized by the following:

• Appearance formula
• Cost mentioned at the bottom left of the file (see below)
• Line DAGV/CIT in accounting sheet (see below)

Counterparty calls in to find out the remaining outstanding balance (without settlement)

• Note in the 'Comments' (see above) – please also mention the current balance that is given to the debtor in the comment (to avoid later discussions)
• In this case, the agenda should not be adjusted

The other party calls in to check whether the file has been arranged/closed

• Please note in the 'Comments' (see above).
• In this case, the agenda should not be adjusted

The other party has submitted a dispute by letter and asks how far the file is progressing.

• Please note in the 'Comments' (see above).
• If you see 'Mail in' or '(recall) Instructions' on the agenda, then the dispute/email has been successfully received.
  1. Mail in = email received, still needs to be processed/checked with the customer.
  2. (reminder) Instructions = Dispute has been forwarded to the customer and we are awaiting further instructions. As soon as we receive this, the other party will be informed.

The counterparty calls to ask when the customer will be notified and can activate his subscription

• Please note in the 'Comments' (see above).
• Depends from customer to customer, but inform the counterparty that this can take at least 1 week (time that the counterparty makes payment, the payment has been booked with us, the file is closed and the funds are transferred to the customer + the time that the customer needs to sort it out on their side)

If the agenda states 'close – clôturer', this is allowed not be passed on to the counterparty and the outstanding balance must always be communicated

The reason why this is on the agenda may be different, but the main goal remains to collect the outstanding sums

(If we notice that it is not justified, we will refund the amount to the counterparty)