When you talk to a customer you can quickly review information about the customer including transactions, previous call, recent payments, and current balances.
Select a record from Collector's Work Queue or search for a customer from the Collections window using the following steps:
Using the list of values (LOV), search for the organization name or the person's last or first name.
Optionally, use the LOV to search for the contact name.
If the customer belongs to a party grouping, then if the selected customer is a parent, the child data is also be displayed combined with the parent data.
You can change the operational data level for customer information in the View field.
Customer: Displays all information for the customer.
If the customer is a parent , then parent/child combined data will be displayed for the following fields:
Collectible Transactions
Delinquencies in Past Year
Delinquent Invoices
Amount Overdue
Net Balance
DSO
Last Payment Paid On
Last Payment Due On
Last Payment Amount
Account: Displays information on a selected account. Select a specific account to display.
Bill To: Displays information on a selected bill-to site location. Select a specific bill to location to display from the list of values.
Delinquency: Displays information on a selected delinquency. Select a specific delinquency to display.
The Collections header recaps key customer information about delinquencies, including:
Collectible transactions - the number of current and delinquent transactions
Delinquent invoices - the number of transactions that are past due
Amount overdue - the total amount of all past due transactions
Note: Transactions include invoices, credit memos, debit memos, chargebacks, and other receivables instruments.
See: Using the Collections Window for more information about the fields displayed in the Collections header.
You can view customer information in the following ways:
Select the Profile tab to view a summary of customer information including, installments and promises made in the past twelve months, date of last payment, last interaction, and metrics.
If party grouping is set for the customer and the customer is a parent, then parent/child combined data will be displayed for the following fields:
Past Year Installments - Due
Past Year Installments - On Time
Past Year Installments - Unpaid
Past Year Installments - Late
Past Year Promises - Total
Past Year Promises - Broken
Past Year Promises - Open
Use the History tab to view historic information based on the selected history type, such as All, Payment, or Dispute. Information about lease payments and promises to pay on leasing contracts is available if you use Oracle Lease and Finance Management.
If party grouping is set for the customer and the customer is a parent, then parent/child combined data will be displayed.
See: Viewing History.
You can see account details and all open (unpaid) transactions for each account from the Account tab.
If party grouping is set for the customer and the customer is a parent, then parent/child combined data will be displayed.
The Parent/Child Button displays the accounts of the parent or child in a new window.
You can view summary and detail information and process payments on the Transactions tab.
If party grouping is set for the customer and the customer is a parent, then parent/child combined data will be displayed.
Clicking Full Screen will display all the transactions for the selected parent/child
See: Viewing Transaction Data.
To see a list of all delinquent transactions and information about later stage events that happen during the collections life cycle, choose Lifecyle tab. A table lists the delinquent invoices and data fields displays details on each lifecycle status. See: Viewing Collection Lifecycle Data.
To view strategies and related work items for a customer, select the Strategies tab.
Select the Aging tab to view aging for transactions by aging buckets at the customer, account, or bill to level. See: Viewing Aging.
You can view or add notes regarding the customer on the Note tab. See: Using the Notes Tab.
If party grouping is set for the customer and the customer is a parent, then parent/child combined data will be displayed.
To view all tasks for a customer, select Task tab. See: Using the Tasks Tab.
To update and add organization and contact information, navigate to the eBusiness Center by double-clicking the Organization or Contact name in the Collections header. The Collections tab in the eBusiness Center displays information about delinquencies and payments for the selected customer, along with metrics.
If you view an organization, or a contact at an organization, then the delinquency information displayed is for the organization account. In order to see delinquency information for a person, you need to view that person as a consumer, not as a contact.
Click Details to open the Advanced Collections application for the displayed customer. The eBusiness Center remains open. You can also go to eBusiness Center from Advanced Collections by double clicking the selected Organization or Consumer.
Oracle Advanced Collections supports collections activities for invoices coming from Oracle Lease and Finance Management and Oracle Receivables on the same screens. For Leasing invoices, Advanced Collections uses the concept of a case, which is defined as one or more lease contracts for a customer sharing the same parameters, such as the same bill-to address or private label determined by Oracle Lease and Finance Management. Advanced Collections uses those parameters to create cases or to add a contract to an existing case.
To review case information for the customer, select the Case Management tab.
Note: In order for the Owner information to appear in the Case Management tab, run the IEX: Case Owner Load Balancing concurrent program.
Select the Contract tab to view leasing contracts associated with your lease management customer.
Oracle Advanced Collections supports collections activities for invoices originating from Oracle Loans and Oracle Receivables on the same screens. You can view loan information, loan details, and process payments for delinquent or defaulted loans from Oracle Advanced Collections.
To review loan information for a customer, select the Loans tab.
Click Loan Number link for additional loan summary information.
See: Viewing Loan Information.