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Collecting the Camden Way- CPT

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by

Danielle Williams

on 10 July 2015

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Transcript of Collecting the Camden Way- CPT

Objectives
Live by Camden
Values

Federal Debt Collections Practices Act
and Camden
State collection laws
- Where to go
Time saving
proactive approaches
Non-renewal of lease to
minimize debt
.
When to
evict
and
turn over
Role-play
That's a
R.A.P.

Agenda
I. Legal Collection Practices
II. Collection Strategies
III. Practice Debt Collections
IV. Eviction and Collection

VALUES
Federal Debt Collections Practices Act
Consumer protection amendment, September 1977

Eliminate abusive collection practices
Promote fair debt collection
Provide avenue for disputing and validating for accuracy
DO
Don't
At the end of the day on Saturday, the Assistant Community Manager realized she did not have an opportunity to contact this month’s late payers. She takes the resident files home so that she is able to contact them on Sunday regarding the late payment and late fees.
In an attempt to be proactive, a Community Manager posts a list of all delinquent residents on the bulletin board located by the mailbox. He believes this is an effective method for getting the residents’ attention since all residents stop there.
An Assistant Community Manager instructs a Leasing Consultant to help with collections. The Leasing Consultant decides to send postcards to each late paying resident indicating the total amount that is due to the community.
While calling past due residents, an Assistant Community Manager has difficulty getting in touch with Mr. Smith at his place of employment. After the third attempt, she leaves a message with his secretary indicating that his rent is late and there are late fees that he owes.
A Community Manager is having difficulty getting a return phone call from a chronic late paying resident, Ms. Johnson. He decides to change his approach and leaves a message stating that he is an attorney and needs a return phone call regarding the money that is owed to the community.
An AM calls a late paying resident at her workplace. She is unable to reach the resident and leaves a message asking her to please call the community as soon as possible.
An AM finds a letterhead from the office of her attorney. She uses this letterhead to send late payment notices hoping this will get the attention of late payers.
A Community Manager is trying desperately to get in touch with Mr. Smith. She finally speaks with him in the morning and he agrees to come in at 10 AM to pay the late rent. Unfortunately, the resident does not show up and the Community Manager calls and leaves a message four times in one day hoping that Mr. Smith will stop in by the end of the day.
An AM realizes it is 6 PM and she still has not called the late payers of the month. She stays past closing to complete her calls by 7 PM.
An AM is speaking with Mr. Walsh, a resident who is late on his rent this month. This is the 3rd time in 5 months that Mr. Walsh has been late. When speaking to Mr. Walsh about the rent, the Assistant Manager tries to encourage him to pay on time by saying, “Mr. Walsh, if you do not pay this bill, you will endanger your credit.”
State Laws
NAA
Internet
Regional VP
District Manager
Legal Counsel
Corporate Office
Let's brainstorm
Clear, concise, correct
Avoid industry jargon
Avoid indirect words
Use Camden's values
Losing Residents
vs.
Keeping Occupancy
Strategies for Collecting
The following month, after your agreement, she is late again. You have another meeting with her discussing the adverse effects her late payments can have on her. You mention, if she does not comply with the lease agreement and state addendum, you can elect to not renew her lease. The next month, she is late…AGAIN!

What might you consider at this point?

You have a resident who is consistently late in paying her rent. You decide to counsel her for the fifth time and require she re-read the lease and state addendum. She agrees she will have future payments to you on time.

VISIT the Camden U
Training Page!
Click to view your
progress report
C
P
T
L
R
W
A
A
H
Camden
Property
Trust
Loves
Residents
Who
Are
Always
Happy
Customer Focused
You see a resident slipping their rental payment underneath the front door of the leasing office at 10 AM on the day late fees begin to assess. You have already entered all the payments from the previous day, so you know that they have paid late. You must contact the resident to let them know that they must pay the late fees with their rental payment. This resident has tried several times in the past to "slip through the cracks".
Collection Questions
and
Statements
EFFECTIVE TIPS & LANGUAGE
No threats
No obscene or profane language
Be very detailed when explaining their charges
Be empathetic; make it more personal. For example; "I understand these are tough financial times Mr. Smith. I will do what I can to work with you to help you get this take care of."
If you feel the FAS could need more explanation, send an additional letter or notes along with the FAS.
Try to use the verbiage, "remaining final balance," instead of "debt." Debt sounds more aggressive and confrontational.
Instead of saying, "the debt can affect your credit," use "rental history." Credit could be a hot button topic for a lot of people right now so rental history can seem like less confrontational language.
Use questions not demands. For example: "I want to do all I can to help you get this paid, so what kind of payment schedule do you think would be feasible for you?"
Creative Payment
Options

Do we want to suggest eviction if we are unable to get payment?
What can we do at this point to collect if we have not been successful?
What are the steps to the eviction process?
What if every attempt has been made to collect funds owed to the community after the resident has moved out?
What is the process for turning an account over to collections?
2
final CUBS bill
former resident
1
Bad Debt
TYPES
There are three types of Final Account Statements (FAS). Depending on the status of a resident’s account when they move out, we will apply the correct FAS rules. Regardless of the type, you have the ability to save the progress of your work if you find the need to exit the process before completing.

REFUND BALANCE

Our resident will receive a refund of an amount. The balance could be a result of a Security Deposit, Pet Deposit or credit from an earlier transaction. Regardless of its origination, the resident will receive a check from Camden for the balance due them.

ZERO BALANCE

Our resident’s account balance ends with a zero balance due and/or a zero balance to be refunded. The zero balance could be a result from having credits and/or deposits that covered the amount of charges applied, or as simple as having no charges applied and having zero deposits on hand. The scenarios are endless. Regardless, the resident does not owe Camden money and Camden does not owe the resident money.


BALANCE DUE

Our resident owes Camden money. They either didn’t have a deposit on-hand, or they left us owing as-much-as or more than the deposit would cover. Either way, the FAS will reflect they are financially responsible to paying Camden the balance due.



That's a R. A. P.
R
R
eflect on something you've learned today.
A
What is your plan of
A
ction in "baby steps"?
What is the first thing you will
P
ractice to get you going in the right direction?
P
Questions
and
Conversation Starters
Strategies for Collecting
EFFECTIVE TIPS & LANGUAGE
Be consistent in your collection work.
Start with the assumption the resident is an honorable, responsible person.
Be careful to follow the guidelines.
Always ask for payment in full.
Be consistent in your collection work.
See yourself as someone who seeks to work with the resident.
Work out your own system for follow-up.
Try to maintain your resident's goodwill.
Understand the terms of the lease and stick to the policies.
Document everything!
Per policy, the FAS should be completed within 15 days of move out.
Policy states that residents with more than $100 balances be turned over to collections 60 days after FAS completion date.
People Driven
Team Player
Lead by Example
Results Oriented
Work Smart
Act with Integrity
Always do the Right Thing
Have Fun
Full transcript