NB All sentences written in RED must be read verbatim.

[Agent]: Thank you for contacting Own Lease. This call may be monitored or recorded for quality assurance purposes. My name is [Agent Name]. Who do I have the pleasure of speaking with?

[Agent]: Hi (Customer Name). I would be happy to assist you. Can you confirm the email address on file? 

[Pause for Customer Verification]     

[Agent] Thank you for providing that information. How can I assist you today?

[Pause for Customer Concern]

[Agent] Use empathy statement if needed. 

[Payment Disclosure] “OK [Customer Name], I have your permission to run the card ending in (last 4) for ($$$), is that correct?“

[Agent] “Thank you for your payment.”

“Was there something in the way your account was set up that caused this delinquency?” 

[Listen to the customer’s concern and provide assistance accordingly.]

[Agent Confirm Account Details]

(Customer Name). I’d like to confirm your account details.

As per my records, your current payment cycle is set to (….) and your due date is D/M. Does this match your pay cycle?

Additionally, could you please verify the last four digits of the card designated for your autopayments?

[Agent Recap] Please note your next due date is D/M for $

[Agent Recap] Was there anything else I could do for you today?

 [Agent] Thank you for choosing Own Lease.  Have a great day!