Instruction: If a third party informs that the consumer is incarcerated, hospitalized or in a Nursing Home, follow the script below.
Speak: Is there anyone else who is handling the finances?
Speak: May I have the name and phone number for the person who handles the finances?
Instruction: Wait for the response. If the third party provides the name and phone number of the person who handles the finances, thank him / her and end the call. If the person on the phone confirms that he/she is the one who handles the finances, follow the script below.
Speak: We would need the power of attorney or a court order to be able to discuss this further with you. Can you fax it to us? Our fax number is (provide branch fax number).
Instruction: If the consumer doesn’t have a fax or cannot fax, provide the mailing address, proceed to call closing and request manager review on the account.
Instruction: Thank and end the call. Request manager review to move the account to the Branch Uncollectible Drive.