Payment Disclosure Scripts

Compliance Reminder: All scripts marked VERBATIM must be read word-for-word. Do not paraphrase, skip, or add language. Agents should never deviate from approved disclosure language.

This page contains the complete call flow and all required verbatim scripts for payment processing calls.

Call Flow Overview

Every call follows this general sequence. Scripts for each step are in the sections below.

1. Call Opening – Greeting → Recording disclosure → Verify identity
2. Mini Miranda – Required if account is past due (owner/co-owner or third party version)
3. Account Status & Collection – State past due amount → Request full payment → Handle objections
4. Payment Authorization – ACH or Credit/Debit card verbatim script
5. Post-Payment – Reason for Delinquency (RFD) → AutoPay offer → Transaction number
6. Call Closing – Additional assistance → Thank you
7. Wrap-Up – Set 7-day cooling off → RFD dropdown → Note in Genesys

1. Call Opening

Outbound

"Hello, am I speaking with — or is this — [Customer's Full Name]?" (Wait for response.)
"This call may be recorded or monitored for quality assurance purposes.
Hi Mr./Mrs. [Last Name], my name is [Agent Name]. I'm calling from Concord Servicing on behalf of [Developer Name]. Before I disclose additional details, can you please verify your current home address and email address?" (Wait for response.)
"Thank you for verifying your contact information."

Inbound

"Good morning/afternoon, thank you for calling Concord. This is [Agent Name]. All calls are recorded. May I have your name and account number?" (Wait for response.)
"Before I can assist you, please verify some information for security purposes. Can you please confirm your current mailing address?" (Wait, then verify email and phone.)
"Thank you for verifying your contact information."

If account is NOT past due: "How may I assist you?"
If account IS past due: Read applicable Mini Miranda below, then continue.

2. Mini Miranda (VERBATIM)

Read only if the account is past due and identity has been verified. Use the correct version based on who you are speaking with.

3. Account Status & Collection

Outbound – Stating Amount Due

"I'm calling regarding your total amount due for the month of [Month] for $[Amount] past due. How would you like to take care of that today?" (Pause.)

If the caller does not offer to pay: "Is there a reason you are not able to pay at this time?" Use negotiation skills to manage objections.

Inbound – Past Due Account

"I'm showing that your account is past due for $[Amount]. Would you like to make that payment today over the phone?"

Ask Reason for Delinquency (RFD) if possible.

4. Payment Authorization Scripts (VERBATIM)

ACH / Checking Account Payment

"Mr./Ms. [Customer's Name], on today's date [Weekday, Month, Date, Year], you authorize us to use your check information and make a one-time ACH transfer or a check transaction in the amount of $[Amount] from checking account ending in [last 4 digits] under [name on checking account] to be applied to your Concord on behalf of [Developer Name] account. Is this correct?"

Credit / Debit Card Payment

"Mr./Ms. [Customer's Name], on today [Weekday, Month, Date, Year], you have provided us your debit or credit card ending in [last 4 digits] under your name [Name on Card] for $[Amount] to be applied to your Concord on behalf of [Developer Name] account. Is this correct?"

Note: If this is a new credit card, transfer the customer to the IVR after reading this script.

5. AutoPay Enrollment (VERBATIM)

Read this script in full when a customer agrees to enroll in AutoPay. Enrollment is not valid until the recap is read and the customer says "I agree."

AutoPay – ACH / Bank Account

"Enrollment is not complete until I read you this recap. You, [CUSTOMER NAME], are the authorized owner of [BANK NAME], [CHECKING/SAVINGS] account with a routing #[XXXXXXXXX] and account #[XXXXXXXXXX]. Today, [DATE], you authorize payments of $[XXXX.XX] to be withdrawn from that bank account every month on the [XXth/nd] (or next business day) and applied as payment on your account #[XXXXXXXX] with Concord on behalf of [Developer Name]. You may revoke this authorization at any time by phone or by writing to us; however, 3 business days' notice is required to cancel a pending payment. Our phone number for consumer inquiries during normal business hours is [XXX-XXX-XXXX]. Please confirm your authorization by saying, 'I agree'."

AutoPay – Credit / Debit Card

"Enrollment is not complete until I read you this recap. You, [CUSTOMER NAME], are the authorized owner of [VISA / MASTERCARD / AMERICAN EXPRESS] debit or credit card with last 4 digits #[XXXX]. Today, [Weekday, Month, Date, Year], you authorize payments of $[XXXX.XX] to be withdrawn from that credit/debit card every month on the [XXth/nd] (or next business day) and applied as payment on your account #[XXXXXXXX] with Concord on behalf of [Developer Name]. You may revoke this authorization at any time by phone or by writing to us; however, 3 business days' notice is required to cancel a pending payment. Our phone number for consumer inquiries during normal business hours is [phone number per developer]. Please confirm your authorization by saying, 'I agree'."

6. Post-Payment & Call Closing

After payment is processed:
"Thanks so much for your payment. For my notes, what was the reason you didn't pay on your due date?" (Pause.)
"Thanks for the information. Your transaction number is [XXXXXX]."

If account is N-code (not past due):
"I can help set up AutoPay for you right now if you're interested." (Wait for response and proceed accordingly.)

Closing:
"Is there anything else I can assist you with?" (Wait and resolve, then continue.)
"Once again, my name is [Name] from Concord. Have a great day."

After every call: Set 7-day cooling off period → Select RFD from drop-down menu → Leave your note → Place wrap-up in Genesys.

7. Third Party & Voicemail Handling

Unauthorized Third Party (Live Answer)

"I apologize, but our privacy policy only allows us to communicate with [Customer's Name]. If [Name] is there, we can do a one-time authorization over the phone — is he/she available to talk to me?"

If the customer is not available: "This is a personal business matter, and we will call later to reach [Customer's Name]." Resolve account with an R2.

Voicemail / Left Message

Dial type: Home and cell numbers only. Message type: LCM.

"This message is for Mr./Mrs. [Name]. Please call Concord at [XXX-XXX-XXXX]. Thank you."

8. Note Format

Use the following format for all call notes.

Format: [Phone #] / qa / mm / vna / [Mr. or Mrs. Name] — [what was the request?] / [what did you say?] / [what was the agreement?] / Offered AutoPay / RFD: [reason] / eoc

Example:
555-555-5555 / qa / mm / vna / Mr. John Smith called to make a payment / I took the full past due / offered AutoPay, he refused / RFD: had a medical issue / he asked for late charges to be removed / I sent escalation / eoc

Compliance Quick Reference

Back to: Call Communication Tasks · See also: Handling Calls