Main Website


Key Information on Every Call

  1. Verify Best Email Address & Best Phone Number
  2. Consent for Credit Report over the phone
  3. Consent fot text/sms while on the phone for possible follow up.
  4. Set up Appointments if required additional follow up.
  5. Verify Decision Maker & Authorized User Possibilities.

It looks like you spoke to our reach out department and meet the basic criteria for possibly reducing your payments or consolidating.



By the way, I have here that your balances are approximately , correct?

Okay well, it's going to be my responsibility to EXPLORE all possibilities and help you figure out what you're eligible for. Now, if we find something that makes sense, we'll go over it together, and I'll make sure you understand the details before we do anything, sound good?

Okay good. And if you're not eligible, I'll also explain why.

Alright, well I'll just start by quickly reviewing some of the details I already have, and then I'm going to get to know your situation a bit more and ask you a few questions that will help increase your chances of getting approved, alright?


1. I can see based on the credit card debt you have how important is to you to get approved so I am going to put you in the front of the lines today. The more information we have, it helps our underwriting better understand your situation and I want to be able to help you reduce these payments because there are a variety of programs available.

2. I’m going to submit your file to our automated underwriting department for approval. If you meet the guidelines and criteria – I will do my best to get the response today or in less than 24 hours. OK?
then I will be able to explain the best programs for you.



I am going to go over a quick debt to income analysis to explore IF we’re able to find you a program that can provide you substantial benefits.


Go Over Monthly Expenses



5. Before we can estimate your savings and help you find the best program, we’ll need to do a brief review of actual line items on your credit with you on the phone so that we can confirm the accuracy of the balances and payments on each account.

  • a. (if necessarily) Okay, well it looks like we are heading in the right direction, and based on your answers you do meet the basic criteria, so now all we have to do is have your application through our automated underwriting process to evaluate all available benefits for you and find out exactly what you’re eligible for.

6. [Customer Name], just to give you some peace of mind, we operate by the highest ethical standards in the industry and we’re also required to provide you with the most accurate answers possible; that way you can see exactly what you’re eligible for and make good decisions. Does that make sense?

7. Good, so in order to get you accurate numbers, they will be reviewing your accounts, balances, and payments with you, and will be doing a soft credit pull which does not have any impact on your credit but allows them to see the credit lines, okay…

(NO Pause)

What is your DOB ?

And your Social please? ?

And do you give our company permission to do a brief credit review with you?

Alright, stay with me for one second while I have the full application populated into your file, I should be able to retrieve all your details on your file and get a response for all available programs for you since each program is different per individual case.

Now, the details you've provided are going to be used to help prove you can maintain a reasonable payment, but should be considered for a more aggressive plan to help you pay off and eliminate your credit debt, and in a reasonable amount of time, you'll begin to see an increase in cash flow and ability to maintain a good credit standing.

I'm going to submit our evaluation to underwriting, and they'll get back to me with any plans that are available to you. If we do end up with something that puts you in a much better situation, then I'll go over why you were accepted, what your new plan will be, and how long the process will take. Once it all makes sense to you, I'll go over the next steps, okay.

Let's set a time frame for us to go over the results. I'm going to give them some time, can you make yourself available around am/pm (today / tomorrow)? Setup 30 minutes time to discuss the options if possible. (go to closing script)

  1. Verify Best Email Address
  2. If they're married, and decision-maker
    • a. Income for both if they're married
  3. Consent for Credit Report over the phone
  4. Consent for Text while on the phone
  5. Set up an appointment with the customer for at least 30 minutes on your next call
  6. Make sure they're in front of the computer (with a spouse if married)

1. Hi , My name is . I’m giving you a call because of an important conversation you recently had with us about paying off your credit cards quicker, do you recall?

2.Okay, well I have here that you spoke to our eligibility department about reducing your credit card payments and lowering your balances, and because of what’s going on right now with the pandemic millions of people can now get help.

3. By the way, I have here that your balances are approximate , correct?

4. Alright, well I’ll just quickly review some of the basic details, and make sure it's worth finding out what programs are available to you, and just to give you an example if you meet the criteria you may be able to reduce your payments and the time it takes to pay off your accounts, okay…

1. I can see based on the credit card debt you have how important is to you to get approved so I am going to put you in the front of the lines today. The more information we have, it helps our underwriting better understand your situation and I want to be able to help you reduce these payments because there are a variety of programs available.

2. I’m going to submit your file to our automated underwriting department for approval. If you meet the guidelines and criteria – I will do my best to get the response today or in less than 24 hours. OK?
then I will be able to explain the best programs for you.



I am going to go over a quick debt to income analysis to explore IF we’re able to find you a program that can provide you substantial benefits.

Go Over Monthly Expenses



5. Before we can estimate your savings and help you find the best program, we’ll need to do a brief review of actual line items on your credit with you on the phone so that we can confirm the accuracy of the balances and payments on each account.

  • a. (if necessarily) Okay, well it looks like we are heading in the right direction, and based on your answers you do meet the basic criteria, so now all we have to do is have your application through our automated underwriting process to evaluate all available benefits for you and find out exactly what you’re eligible for.

6. [Customer Name], just to give you some peace of mind, we operate by the highest ethical standards in the industry and we’re also required to provide you with the most accurate answers possible; that way you can see exactly what you’re eligible for and make good decisions. Does that make sense?

7. Good, so in order to get you accurate numbers, they will be reviewing your accounts, balances, and payments with you, and will be doing a soft credit pull which does not have any impact on your credit but allows them to see the credit lines, okay…

(NO Pause)

What is your DOB ?


And Your Social?


And do you give our company permission to do a brief credit review with you?

Alright, stay with me for one second while I have the full application populated into your file, I should be able to retrieve all your details on your file and get a response for all available programs for you since each program is different per individual case.

8. Mr/Mrs. ____________, I’m going to put you on a brief hold and we’re going to do a basic review of the integrity of your request and the details you’ve provided us. Please be patient and I’ll be back on the line in 1 – 2 minutes.

9. Great news, it looks like there are few debt solutions available that can help cut down your payments but I will need to set up a quick call for you with a Sr. debt Advisor who will be responsible for going through all available options.

10. Now they will prefer to do a review of your application today in order to keep up with the number of requests they are getting.
(Find the best time that fits the customer and the Sr. consultant calendar)

  • a. Do you have some time available this afternoon?
  • b. Do you prefer mornings or afternoons?

11. Okay, I’m going to set your call back window to sometime between ________am/pm and _______am/pm tomorrow. Can you make yourself available for a call between those times?
(Provide a 2-3 Hour Window)

(Confirm Cell Phone & Email)
And let me confirm your best contact number and email real quick…

(Text Permission)
And is it okay if we send you text messages to keep communication convenient if needed?

Got it, and please keep my direct line handy as well in case you need to get back to me for any reason. My direct line is ___-____-_____, and again my full name is _____________.

12. Alright well, you are set. Please keep an eye on your phone for a number that you might not recognize but it should start with area code __________. They may ask a few more questions, and then help you figure out what’s available and what’s probably best for you, okay…

13. I hope everything goes well for you either way __________; it was so nice talking to you! Goodbye.

  • Find out if they are married
  • Find out both names as well as both income
  • For Call backs
    • Confirm their email and phone.
    • Set call back appointment in 20 min. (set a specific time) with an underwriter who will go over their loan options?
    • If not available in 20 min then set the time for the first available time that both will be home in front of a computer.
    • When asking for cell number be sure to ask for permission to call or text with updates.

Voicemail - Outbound Follow Up Script
First follow up attempt:

Hi (First Name), this is . I’m calling to remind you about your eligibility for the credit card interest rate reduction programs. It’s important we chat before any changes occur. I can help you figure out which plan you are eligible for. Hope you’re doing well. You can call me back at___-____. I’m here until _______pm. Talk to you soon.

Could you please provide me with the Reference Number so I can pull your file? It should be on the top right hand corner of the mail piece.


Hi [Your name] I'm not sure if you remember but some time ago, you had a conversation about your credit card debt and our UW team felt you were eligible for a payment/balance reduction, do you recall?