v Consumer contacts Debtscape directly by phone, or by online application
v Consumer speaks with or is contacted by a Certified Credit Counselor
v Certified Credit Counselor determines nature of call
¨ Consumer is seeking general financial information
§ Counselor supplies guidance/written financial education materials if requested
¨ Consumer is seeking Debt Management Solutions
§ Counselor proceeds with detailed explanation of Consumer Options for handling debt: Handle Bills on Own, Re-Finance Home/Home Equity Loan, Debt Management Plan (DMP), and Bankruptcy
v Consumer does not wish to proceed further
¨ Counselor thanks Consumer for calling and advises Consumer to please call back should they require additional counseling/assistance
v Consumer wishes to proceed further
¨ Counselor faxes forms for Debt Analysis (DA) and Counseling Session (CS) OR
¨ Counselor directs Consumer to Website to access online forms
v Consumer completes and faxes back DA & CS paperwork, or submits online forms
v Counselor reviews information to determine solution
v Counselor contacts Consumer to advise solution
¨ Handle on Own: Counselor provides detailed budget review and targets areas for Consumer to curtail spending. Counselor also provides financial education materials to assist Consumer to better manage money.
§ Counselor advises Consumer that he/she will follow-up in 45 days to check on progress.
¨ Refinance Home/Home Equity Loan: Counselor provides detailed definitions for Consumer, advises pros and cons of refinancing/home equity loans and provides written financial education materials if requested. Counselor advises Consumer to please call back should they require additional counseling/assistance.
¨ Bankruptcy: Counselor provides detailed definition of Chapter 7 and Chapter 13 bankruptcy for Consumer, advises pros and cons of bankruptcy, and provides written financial education materials if requested. Counselor advises Consumer to please call back should they require additional counseling/assistance.
¨ Debt Management Plan: Counselor provides details of DMP as it applies to this Consumer’s specific creditors, accounts, balances, and interest rates.
v Consumer wishes to proceed and enroll in DMP
¨ Counselor and Consumer determine preferred due date.
§ Counselor faxes forms for Debt Management Agreement (DMA), Authorization to Release Information (ARI), and Smart Pay EFT program (SP).
v Consumer completes and faxes back DMA, ARI, and SP paperwork.
¨ Counselor completes enrollment paperwork
§ Counselor follows-up 7 days prior to due date to touch base
v Payment is processed on due date
¨ Counselor contacts Consumer once payment is received and advises proposal distribution has commenced
§ Counselor follows-up 20 days later to touch base <create new bullet>
o Counselor provides Continued Education for consumer as needed throughout duration of DMP
-OR-
v Consumer wishes to proceed and enroll in DMP
¨ Counselor and consumer determine preferred due date.
§ Counselor directs Consumer to website to access DMA, ARI, and SP forms.
v Consumer completes and submits DMA and ARI online forms and faxes back SP paperwork.
¨ Counselor completes enrollment paperwork
§ Counselor follows-up 7 days prior to touch base
v Payment is processed on due date
¨ Counselor contacts Consumer once payment is received and advises that proposal distribution has commenced
§ Counselor follows-up again 20 days later to touch base
o Counselor provides Continued Education for Consumer as needed throughout duration of DMP
-OR-
v Consumer does not with to proceed with enrollment
¨ Counselor thanks Consumer for calling and advises Consumer to please call back should they require additional counseling/assistance
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