McKenzie Capital

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Processes & Procedures

Rehab 1 2 articles Rehab 2 2 articles Charge-off 2 articles Admin Support 2 articles Payment Processing 2 articles Debt Settlement 2 articles Legal 3 articles

Rehab 1

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Rehab 1 Overview

When to Escalate from Rehab 1

Rehab 2

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Rehab 2 Overview

Rehab 1 → Rehab 2 Handoff Checklist

Charge-off

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New Payment Arrangement

Active Payment Arrangement

Admin Support

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Account Locks & Unlocks

Internal Ticket Templates

Payment Processing

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Daily ACH Runs

Posting & Manual Corrections

Debt Settlement

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Settlement Offer Tiers

Closing a Settlement

Legal

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Seeking Judgment

Seeking Garnishment

Active Litigation

Scripts & Flows

Rehab 1 Scripts 2 articles Rehab 2 Scripts 2 articles Charge-off Scripts 2 articles

Rehab 1 Scripts

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Rehab 1 — Inbound Script

Rehab 1 — Outbound Script

Rehab 2 Scripts

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Rehab 2 — New Default Account

Rehab 2 — PCO Account

Charge-off Scripts

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Charge-off — Active PA Script

Charge-off — New PA Script

Policy

Right to Cancel 1 article ADDS 1 article Non-Recourse 1 article Reconciliation 1 article Escalation Path 1 article

Right to Cancel

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Right to Cancel — Policy Summary

ADDS

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ADDS — When and How

Non-Recourse

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Non-Recourse — Eligibility & Treatment

Reconciliation

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Processing a Reconciliation Request

Escalation Path

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Escalation Path — Who, When, How

Call Library

Good Call 2 articles Bad Call 2 articles

Good Call

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Clear Discovery, Smooth Close

Objection Handled — "I Can't Pay Today"

Bad Call

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Talked Over the Merchant

Missed Recording Disclosure