2. EZ-RECOVERY.COMCONSOLIDATED ASSET RECOVERY SYSTEMS
One Email Answer Rule
Recognize when it is time to pick up the phone and reach out to lender or
escalate to your Team Supervisor.
When to escalate to your Supervisor
Pay attention to who an email is from and who is on the email chain.
Below are some examples on when to escalate:
• If it’s sent to you, but it is from a manager or executive.
• If an executive is copied on the email.
• If a lender “copies the world” or multiple managers and supervisors are copied in.
If it is something in question, always check with your Supervisor, do not just assume.
• If a CARS Executive is copied on an email, discuss the email with that person before
jumping in with a response.
• If the client sounds upset or not happy with a situation.
Pay attention to the subject matter of an email
Is it legal action?
Avoid getting defensive via email or phone
Remember to not take it personally and always be courteous
Never minimize the client’s situation
If it is a big deal to them, address it from our side in a similar manner.
If it is clear to you
It might not be clear to them.
Know when to pull in another department to handle a client as needed
• Questions on pricing or services
Contact a Sales Director
• Questions on Remarketing
Reach out to the Remarketing Supervisor or VP
• Questions on Legal or compliance
Reach out to an Operations Supervisor or VP
