Manage Collection Agency Referrals Detailed Process Model Description

This section includes detailed descriptions of the steps involved in the Manage Collection Agency Referrals business process, including:

w	1.1 Determine Needs in Collection Agency Referral

w	1.2 Determine Referral Amount and Assign Agency

w	1.3 Create Initial Collection Agency Referral

w	1.3.1 Create Alert for Account

w	1.4 Update Collection Agency Referral

w	1.5 Cancel Collection Agency Referral

w	1.6 Extract Collection Agency Referrals and Sends Them to CAs

w	1.7 Receive Collection Agency Referrals

1.1 Determine Needs in Collection Agency Referral

Reference: Manage Collection Agency Referrals Process Model - Page 1 for the business process diagram associated with this activity.

Actor/Role: CSR

Description: While working on existing active Write Off Processes exceptions (Refer to 4.3.2.6. Write Off Uncollectable Receivables Process for details), it is required to decide whether or not a Collection Agency Referral is needed for the given Account with outstanding debts. The CSR or Credit and Collection Specialist who is responsible for Write Off and CA referrals makes a decision to create a new Referral, cancel or update existing Referrals based on provided manual (not stored or implemented in CC&B) instructions.

Note: Current BPM represents only manual “Determine needs in Collection Agency referral “process (CSR related process). An automated process also exists. It's a component of the following processes:

•	4.3.2.6. Write Off Uncollectable Receivables

•	4.2.2 Manage Bill

Entities to Configure

•	Collection Agency