McKenzie Capital

What's New

View all
Escalation Path 3 min Apr 24

Escalation Path — Who, When, How

Tiered escalation map across collections, compliance, and legal.

Payment Processing 3 min Apr 23

Daily ACH Runs

When ACH runs go out, posting timing, and how to handle returned items.

Good Call 4 min Apr 22

Clear Discovery, Smooth Close

A model Rehab 2 call — strong open, real discovery, two-option close.

Rehab 1 3 min Apr 22

Rehab 1 Overview

How Rehab 1 fits into the collections lifecycle and the goals of the first cycle.

Rehab 1 Scripts 3 min Apr 22

Rehab 1 — Inbound Script

Opening, mid-call, and close talk track for inbound Rehab 1 calls.

Announcements

From Liliam
Liliam Castro Director of Collections Apr 25 New

Q2 Kickoff — New Charge-off PA Flow

The new charge-off New PA flow is live in the KB. Read it before your next charge-off shift — it changes how we open the conversation and shortens the path to a debit date.

New PA Process
Liliam Castro Director of Collections Apr 22 New

Escalation Path Refresh

Tier 2 and Tier 3 paths have been clarified. Please use the new template when sending escalations — it cuts the back-and-forth in half.

Escalation Path
Liliam Castro Director of Collections Apr 19

Training Tuesday — Listen Sessions

Tuesday's listen session covers two new "Good Call" recordings in the library. Block 30 minutes — the discovery example is one of the best we've had this quarter.

Call Library

What process would you like to see?

Send it to QA — they'll spec it and bring it to executives for review.

Coming soon — wiring up after admin launch