Collections: Credit Card Collections Workflow [BPMN 2.

0]
WORKFLOW
Call Processing Resolution BPMN 2.0 LEGEND

Start Event Intermediate End Event

Event

CO L L E C T IO N S

Credit Card Collections Gateway

Group
Task

Expanded Sub-
Process
Collections

Pool
Ask customer for call?
Collector asks for Ask customer to
Inbound Calls Receive call from
customer, collector
last four digits of
consent to record
their mobile number
Determine
customer’s needs
No hold and call
customer SSN and appropriate
introduces self for future use in the and/or type of call
customer address department
Dialer
The OpsDog General Line Hierarchy
Sequence Flow Message Flow
Yes

Collections Customer Call Product

Sales Development
Service Centers

Credit

Account Receivable
Send outbound calls
Collections

Credit Card Collections

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Credit Card Collections: Workflow

Call Processing (available in PDF, Visio, PPT) Yes

Resolution Reach person or

message Can customer
machine? Ask customer for pay full amount Verify or obtain
Ask for customer’s today?
Collector states who consent to record information for
Outbound Calls Dialer feeds contact
Yes first and last name
to ensure RPC (right
they are, and why their mobile number
Yes
current day
they are calling for future use in the transaction in
party contact)
auto dialer System X

New users get $20 off their first

Workflow Description No

No

The collection of outstanding credit card balances from individual Call automatically
customers (incoming and outgoing call processes). Includes account placed back in
queue for same day
verification, mini-Miranda statement, payment (partial or full) and promise call-back Verify or obtain Offer customer

purchase (registration is FREE!)

What can
customer pay information for payment schedule
to pay acceptance (if customer cannot pay at the time of the call). today?
Some
current day and try to obtain at
transaction in least minimum
System X bucket payment

Legend
Promise to Pay

Probe customer
for reasons for Account Routed as
Nothing Nothing No
delinquency and Necessary and
make note of reason Possible Escalation
for delinquency Escalation
What does Overcome
customer objections?
Start Intermediate End Gateway Group promise to pay?
Event Event Event