RMEx – Summary of Features

If you have reviewed some of the other information on this site, you probably appreciate the fact that RMEx is based on significantly different concepts compared to other automated systems. For management personnel, trying to understand the concepts before implementing solutions will be a definite advantage. To help you understand the different areas of the system, this section analyzes RMEx by features relevant to the four major functional areas : Management, Collector Operations, Clerical functions and Reporting. While remembering that it may have been possible to classify certain features under different headings, the following will help you to understand the functionality and flexibility of RMEx. Note that our integrated dialer is not presented within this area. There is a separate link to our dialer platform, from within the product section.

Some of the areas of the system pertain to the use of RMEx in a “Collection Agency” environment. Areas such as remittance statements and commission-related features will not be used in an “in-house” collection environment.

There are links to sample screens within this document.

MANAGEMENT

(Setting up the system based on business requirements, defining clients, managing collectors, nightly processing, the dialer, automating new business loads, defining letters, printing client remittance statements, month and year-end processing)

• Summary of the database (information stored and structure)

– RMEx utilizes a debt-based system architecture (separate debtor details are maintained for each account).
– Accounts are logically linked by a separate link number, which is one of the case numbers.
– RMEx supports different balance types based on the client. A primary balance, interest and up to 10 other balances are supported per account.
– The client file accommodates data and rules. Clients can be grouped for reporting and decision-making.
– There is collector data that includes statistics and goals.

– Notes can be associated with each account.
– The system supports different payment options that include direct checks, ACH transactions, credit cards, postdates and payment arrangements.
– Payments are tracked at the account level.
– There are supporting screens based on the type of account (e.g. medical, utilities or bad checks).
– There are standard screens for information such as skip-tracing, attorneys and legal tracking.

– For nonstandard information, you can create and maintain user-defined windows.
– Information on user-defined windows can be printed, used on letters and used for decision-making.
– There are several files that are used for statistical analysis.
– Information is updated as soon as transactions are processed.

Strong, proactive management can use many system control files to give the system its intelligence and ability to make decisions and take different actions.

• System Control Files (setting up the knowledge base)

– Security (who can use the system and what they can and cannot do)
– Company information (name, address, phone numbers etc.)
– System parameters (features such as default contact series and collector codes for the company)
– Balance types – Primary balance, interest and up to 10 secondary balances per account.
– Contact series (automated series of letters and/or phone calls)

– Collector assignment – Accounts can be distributed alphabetically, randomly or based on existing workloads and balance ranges.
– Linking (how new accounts are linked to existing accounts)
– Close codes (codes which take accounts out of the active collection phase, how they are defined and what they do)
– QCat codes (classification within a collector queue)
– Description codes (a coding system used to store additional information about an account). E.g. Debtor has insurance, history of bad checks etc.

– Payment arrangements (having the system monitor variable installment plans)
– Post-dated checks
– Setting up letters (defining text and merging information stored to generate letters to debtors and clients)
– Letter translation (stopping letters or sending different letters based on state, client or collector)
– Returned mail (what action should be taken when mail is returned)

– Costs (allocating costs to working an account and related expenses, increasing costs based on the user who worked the account)
– Credit reporting (placing selected accounts on credit files)
– ACat codes (defining and using account categories)
– Account status codes (setting up and using a coding system to maintain the most current status of an account)
– State options (special rules applicable based on the debtor’s state)

It is not simply the design and power of the Smart Codes – It is their integration with all of your collection workflows that make this system unique.

• Smart Codes (“Thinking” and actions taken based on different conditions and circumstances)

– Selection criteria (ability to check for certain conditions)
– Thinking based on almost any information including the data stored in user-defined windows
– Actions (action to be taken if conditions are met)
– Ability to use an “external” score in the decision-making process
– Using an “internal” score to prioritize accounts for collector follow-up
– Detail screens (other things a Smart Code can do)
– Overrides (same Smart Code can produce different results under different circumstances)
– Linking (making Smart Codes work with linked accounts)
– Multiple Smart Codes (apply a Smart Code to a large number of accounts)
– Smart Code Series (the ability to have a series of smart codes applied by the system)
– User/System Smart Codes (there are different ways in which a user or the system can apply Smart Codes)
– Split collector (using Smart Codes to give credit to more than one user when a payment is processed)

• Client Information

– Setup (entering new clients)
– Group clients (linking different client numbers for combined reporting and functionality)
– Remittance statement-related information
– Commissions (how fees are calculated in an agency environment)
– Statistics (maintaining client statistics)
– On-line clients (allowing clients to view their accounts)

RMEx is all about doing much more with existing resources. It allows management to control key processes, when required.

• Collector Management (Managing collectors and support personnel)

– Processing types (how eligible accounts are classified and placed in separate queues during Nightly Processing)
– Time management (forcing collectors to work certain queues at specific times)
– Working accounts
– Collector productivity (using interactive features and reports to monitor collector performance)
– Pooling (using collectors in a pooled environment, usually when a dialer is installed)
– Reassigning accounts (changing the owner of an account)
– Changing a worker (keeping the same owner, but having another user work the account)
– Intelligent scripting for collectors

• Pre-collection Accounts (Charging fees based on the number of accounts processed or letters generated)

– Set up in Client Master (setting up a client for pre-collections)
– Contact Series (setting up the contact series for pre-collections)
– Account Entry (entering pre-collection accounts)

• Legal Accounts

– Definition of a legal account (making account a legal account, increasing commission rates)
– Pre-legal accounts (internal status which does not increase commission rate)
– Security (restricting access legal accounts)

• Bankruptcies

– RMEx has features to maintain extensive and detailed information on bankruptcies
– Possible bankruptcies are identified when new accounts are entered
– Specific attorneys can be linked to bankruptcies

• Nightly Processing (Processing which takes place at the end of each day)

– It is a process that runs at the end of each day
– If Smart Code program is running, the system stops it
– Daily reports (Activity Summary, Productivity Reports, Payment Receipts list)
– Linking (trying to match new accounts with existing ones) and making decisions
– Client Smart Codes (applying Smart Codes to new accounts based on rules in Client master and debtor’s State)

Nightly processing is an important feature that was designed to never fail. Users can be working for most of the time, with only about 30 minutes of dedicated time required!

– Interest (calculating interest on new and existing accounts)
– Contact series processing (sending letters and preparing a calling list if phone calls are needed)
– Smart Code series processing (applying Smart Codes to accounts on a Smart Code series)
– Payment arrangement processing (generating letters, updating amount due, selecting as broken promises)
– Special reports selected by user

– Post-dated checks (printing letters)
– Account transfers (transferring accounts to other client numbers)
– Main letter file creation (making sure that all can be printed, generating letters printed and letters failed reports)
– Letter printing (printing letters)
– Daily acknowledgments (acknowledging new accounts processed)

– Smart Code warning report (printing based on special codes set up in selection criteria)
– Print insurance forms (medical billing)
– Account Processing and Work Map (creating work queues for each user). This process requires RMEx files to not be in use by any other programs. The system will cancel any jobs started through RMEx, prior to running this process.
– Dialer queue management (setting up campaigns, grouping accounts into larger campaigns)
– Transfer notes from daily file (notes temporarily stored are moved to main notes file)

– Clear transaction files (clear daily transaction files for payments, new business etc.)
– Backup files (take a backup of RMEx data)
– Power down the system if option was selected
– Restart the system
– Start Smart Code processing program

• Dialer Interfaces (if you use a stand-alone dialer, as opposed to an integrated dialer)

– Contact Series and Regular Account downloads (Contact Series and accounts in collector queues can be sent to the dialer)
– Setting up selection options for downloads to be run during Nightly Processing
– Uploading information (automatically applying Smart Codes for busy, no answer etc.)

• Automating New Business Loads (Electronic loading of new business)

– The user develops specifications for loading accounts from a file supplied by a client
– Specifications must be supplied to Quantrax
– The custom programs developed must be tested and implemented

• Letters

– Setting up the System Control Files (describing the letter)
– Format (defining text and Merge Codes to be used – the content and format of all letters are user-defined)
– Information merged from accounts can be translated from upper to lower case for high-quality documents
– Linked letters (printing one letter when there are several accounts which belong to the same debtor)
– One letter code can be translated into different languages at the time of printing!
– Variations of specific letters are accommodated with the collector requesting the same letter code, but with the system changing the letter generated
– Using the system to send letters (several areas of the system, such as Smart Codes, can automatically generate letters)
– Letters can be transmitted to a third-party letter printing service

Remittance processing and month-end processing are run while users are on the system. There is no “down time”!

• Client Remittance Statements (Billing clients for collections)

– Frequency (how often a client receives a statement)
– Remit code (gross or net and other options)
– Reportable transactions (unless paid to the client, certain transactions can be made to not show on a statement)
– Client receivables (maintaining client receivables and applying client payments)

• Month-end/Year-end Processing

– Run reports
– Reset month to-date and year to-date information

• Purge (Physically removing and archiving inactive accounts, along with related information such as notes and payment history)

– Setting up System Control file with the rules for purging accounts
– Preliminary Purge report
– Marking accounts to be purged
– Creating and backing up files containing the important information which will be physically removed
– System creates a summary record for

each purged account, optionally retaining payment history
– Physically removing purged information

• System Operations

– Periodically backing up RMEx programs (software programs, not data)
– Having a current backup of the iSeries software (IBM-supplied software)

• Personal Productivity Features

– Calendar, Notepad, Phone Directory and Calculator

• Sales Module

– Client tracking
– Prospect tracking
– Printing letters

COLLECTOR OPERATIONS

(Features available to collectors and support personnel to work accounts in their queues or through inquiry)

The operational features can be combined with RMEx’s Intelligent Assistant, a powerful tool that allows management to define and set up “Intelligent Help”. An inexperienced user can view user-defined topics, select different areas, and review the management’s guidelines for different situations. This can be combined with RMEx’s intelligent scripting to produce results that can not be matched by any other product in the industry. I-Script allows you to format scripts with fixed text and variable information from an account. Different scripts can be presented based on the client, the user and different circumstances (e.g. before an account is presented, when a promise is broken, if there is a bankruptcy etc.). This feature is integrated with RMEx and does not require any other product such as a dialer. At the simplest level, all a person has to be able to do is read! And what if the debtor speaks a different language and a bilingual collector works the account? It is simple – Select the translation option!

• Account Inquiry (finding an active or purged account)

– There are multiple search options for finding an account (e.g. name, address, balance, phone numbers etc.)

• Account Processing (working accounts)

– Processing types (work queues)
– Work Maps (a “picture” of a collector’s work)
– Intelligent scripting (the ultimate in collector productivity)
– Account Inquiry while in Account Processing (interrupting collector work to inquire into another account)
– Working two accounts at the same time on a single session!
– Linked accounts (multiple accounts for same debtor)

The collector interface was designed for fast and effective interaction with a debtor.

– Accessing additional information screens (Medical Insurance, medical billing, skip-tracing, attorney, linked accounts, financial profiles, bankruptcy details etc.)
– User-defined windows to store additional information such as itemized statements
– Changing or adding information
– Payment arrangements (setting up variable installment plans)
– Processing credit cards and direct checks
– Promise amounts (promises to pay)
– Follow-up dates (entering and removing follow-up dates)

– Smart Codes (entering and using Smart Codes, requesting letters, dating accounts, adding notes and recall times)
– Timed recalls (presenting accounts at a specified time)
– Transferring accounts (moving accounts to another user’s screen)
– Co-signer (set up a co-signer or co-signers and automatically generate letters)
– Attorney (set up attorneys representing a debtor and have mail directed to an attorney)
– Calendar, Notepad, Phone Directory and Calculator (personal productivity features)

Intelligent scripting will “read” accounts and create scripts “on the fly”. The collector can then be guided through a series of pre-defined work steps based on the debtor’s responses.

CLERICAL OPERATIONS

(Operations performed clerical personnel including the processing of payment transactions)

• Account Entry

– New accounts (batch entry and posting)
– Reopened accounts (accounts which were previously on the system and purged)
– Automatically creating a reopened account from purged information

• Daily Operations

– Returned mail (processing mail returns)
– Manual linking (linking or unlinking accounts)
– Forwarding accounts to outside agencies
– Reviewing reports and manually linking the accounts that did not meet the linking criteria.

• Nightly Processing

– Setup (specifying “Next working date” and the time to start)
– Loading a tape for backup
– Checking messages for completion (special User ID used to check that Nightly Processing and Backup completed normally)
– Starting the system in the morning (the system can not be used until it is started after the completion of Nightly Processing)
– Printing reports generated by Nightly Processing

• Payment Processing

– Debtor/Agency Transactions
– Payment Codes (different codes must be used for different types of transactions)
– Transactions can be applied to the primary balance, interest or any of the secondary balances
– Balance adjustments
– Overpayments (credit balances can be maintained and applied to other accounts, refunded to the debtor or client, or retained by the company)

– Linked accounts (payment can be distributed over different accounts for the same debtor)
– Closed accounts (payments can be applied to closed accounts)
– Special commission rates and collectors to receive credit can be defined at time of payment entry
– Account information can be updated when transactions are being entered
– Edits (printing and checking the edit reports)
– Correcting errors

– Posting the batch
– Client/Agency Transactions (client payments of fees to the agency and billing the client for miscellaneous items)

• Post-dated Checks

– Entry (entering one or more postdated checks against an account)
– Reports (producing a list of checks to be presented each day)

• Reports

– Daily (payment transactions, new business)
– Periodic (status reports, close-out reports, statistical reports)

• Client Remittance Statements (collection agency environment)

– Client receivables report (shows what clients owe)
– Omitting transactions (a payment and returned check for same period can be omitted)
– Per-Case charges (pre-collection charges must be applied to the client’s account)
– Preliminary statement report (summary report showing what will appear on statements)
– Statements (printing the final statement and checks)

• Personal Productivity Features

– Calendar, Notepad, Phone Directory and Calculator

REPORTS

RMEx’s reports are usually printed, and then either mailed or faxed to clients. Using an optional iSeries software product, RMEx will allow you to directly e-mail reports to client addresses stored within RMEx. There is a method of saving reports on a web server and allowing your clients or users to view them using a browser.

• Internal Reports

– Edit reports (payments, new business etc.)
– Collector productivity reports
– Operator productivity reports
– Payment analysis reports
– Post-dated check analysis
– Direct checks to be presented
– Monthly client, collector and salesman comparison reports
– Company information (many standard reports and screens are available to display summarized information for the entire company)
– Reports generated by nightly processing (linking, productivity, user-specified reports, insurance forms, work-map reports)
– Detailed collector audit (detailed account information including notes and payment history)
– Costs analysis (Comparing costs versus fees)
– Smart Code audit reports (list of accounts that specific Smart Codes were applied to)

• Client Reports

– Acknowledgments (new accounts)
– Placement history (analysis by placement period and other parameters)
– Activity history (analysis by placement and payment period)
– Status report (list of accounts)
– Close report (list of closed accounts)
– Regression (report by placement period, showing how quickly money is collected)
– Reports to client from Work Queue (requests for duplicate bills, disputes, checking for direct payments, permission to proceed with legal action, etc.)
– Web-based reporting system (Reports can be viewed remotely using a web browser)