l Verizon 5:18 PM XDFD Example IBS.docx Spring 2019 Collections DFD Credit Card Products At Columbia Southern Bank, credit card accounts are booked and serviced at Individualized BankCard Services(IBS f such accounts become delinquent, their information is sent to the collection system via the IBS FILE (see appendix D). This file is sent to the collection system on a daily basis. Besides being used to update the collection history database it is used to generate the IBS new accounts Recall that the predictive dialer software is used as part of the collection process. It involves using packaged software to contact delinquent borrowers. and account numbers the software takes into consideration how many collection agents are working at the given time and paces the calls accordingly. This will assure that an agent will be available to take the call if a delinquent customer answers the telephone when the dialer places the Using a file of telephone When a customer answers the telephone, the predictive dialer software presents the collection agent with the online ie. via screens) data related to the delinquent accounts and transfers the call to the agent's telephone. All the presented data is from the collection history database and the payment history file. Once the agent begins talking to the customer, shehe then begins to "work" the delinquent accounts. During that process, the agent is responsible for updating the customer and account data based on the telephone conversation with the customer. Part of the collection history database information updated by the agent is the "promise to pay" data, which includes account number, promise pay date and amount. On a daily basis, the incentive driver file and the associated summary report are generated using the "promise to pay data. The file is transmitted to the file server used by ITBS (the Incentive Tracking and Payment System) and the report l Verizon 5:18 PM XDFD Example IBS.docx On a daily basis, the incentive driver file and the associated summary report are generated using the "promise to pay data. The file is transmitted to the file server used by ITBS (the Incentive Tracking and Payment System) and the report is sent to the REP-VU report retention system. As a result of ITBS processing the incentive driver file, the daily incentive payment report is produced and sent to REP-VU. The payment incentive reports along with "promise to pay data" and collection agent data from the agent database are reviewed weekly by the collections department management as part of the incentive payment process. Once the incentive payment data is reviewed and confirmed, a special incentive system. The unconfirmed incentive payment data is stored on the investigated. Investigation involves contacting the customer and using new data supplied by the customer along with collection agent data from the agent database to update the suspense database. The suspense database is reviewed during the incentive payment process. payment entry is sent to the payroll suspense incentive database where t is later When a collection agent reports to work for the day, they are required to sign-on to the collection system. This causes a "login" record to be created on the system user file. As mentioned earlier, the predictive dialer paces the outbound calls. Part of the criteria it uses is the historical data it has collected and stored on the dialer historical database. The historical data consists of: the day of week time of day, number of agents working, and mix of supplied account numbers. nDraw a logical level 0 DFD for the above narrative