EC1.5 USER GUIDE CLIENT PORTAL
OPTIMISE your operations IMPROVE your systems and processes INCREASE collections ENHANCE your debt sales GAIN insight and oversight REDUCE costs
Find out how we can help YOU www.qualco.co.uk | +44 1932 213340 | info@qualco.co.uk
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CONTENTS Logging on
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ExtraCollect 1.5 Overview 1.
Home Page
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2.
Overview
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Summary View
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2.1
2.2 Dashboard
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2.3 Drill Down
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2.4 Liquidation
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2.5 Batch Tracking
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3.
Accounts
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4.
Placements
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Invoices
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Overview
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5.2 Invoice Search
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5.1
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Queries
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7.
File Summary
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8.
Reports
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Query Management 1.
Answering New Queries Created
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2.
Dealing with Answered Queries
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3.
Creating a Query
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Š Qualco UK. No part of this publication may be reproduced, stored in any retrieval system or transmitted in any form by any means, electronic, photographic, recording or otherwise without the prior permission of Qualco UK. Whilst every effort is made to ensure correct information at the time of going to press, the publishers cannot be held responsible for any errors or omissions.
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INTRODUCTION Welcome to your user manual for Qualco ExtraCollect Version 1.5
ExtraCollect is a panel management platform that gives clients easy access to a wide range of agency partners with proven capability to reduce costs, optimise allocations and enhance collections results. The platform is continually enhanced to ensure your accounts are placed with the right partners, at the right time to optimise your collections. Its user interface makes it simpler for you and your agencies to find the information you need to make faster, more effective decisions in order to make improvements to strategies. It includes all the tools required to enable better decision making. Clients using systems and applications such as CACS, Tallyman, Junifer, Financier, SAP, IntraCollect and others, have successfully deployed the platform and gained enhanced levels of
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flexibility, insight and oversight as a direct result. Version 1.5 of ExtraCollect offers additional functionality: • Two-factor authentication – to enhance the security of user accounts • New reporting front end – a clean and modern upgrade for Qualco’s Recoveries Solution • I&E – capture and storage of competed I&E forms. Agencies will now report the content of completed I&E forms which will be visible in the customer screen. This will enable clients to check affordability measures • AgentID tracking – every agency activity will be tracked back to the individual agent. As such it will be possible to analyse individual agents performance • Subject Access Requests – oneclick solution to collate all the data required to respond to SARs
• Search function – available on the entry dashboard the user can search for a specific account via a number of criteria • Optimised for mobile devices – the portal has been developed in HTML5 and as such access can be via smartphones and tablets We hope that the platform offers you deeper insight and analysis into your customer accounts, with a 360° view of each account under management throughout the collections lifecycle. Let us know what you think, your feedback helps to evolve the platform. Please get in touch with the Client Operations Team at operations@qualco.co.uk with any suggestions.
Jan-Michael Lacey Head of Sales Qualco UK
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EXTRACOLLECT 1.5 (EC1.5) Welcome to your User Guide for ExtraCollect EC1.5. The EC1.5 Client and Agency Portals have been designed to give you a better and enhanced user experience (UX). This document will provide guidance on all the steps that you take to use the system and manage your daily tasks. In addition it will provide you with an overview of the management reports and customer screens. Note: This document has been created for the Client Portal.
Logging On There are new URLs for all users to logon to the Portal. The system is also available to use on all internet browsers. The preferred and browser of choice is Google Chrome; on desktop and mobile devices. The ExtraCollect Portal can be accessed at: https://www.extracollect.co.uk. We suggest that this is saved to your favourites or on your toolbar for easy access. When you first logon to the new Portal the system will send you a set of email instructions that you need to follow. Please ensure you have access to the internet and your email. Once you have connected to the Qualco ExtraCollect homepage you will be presented with this screen:
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Before entering your unique credentials you are required to agree to Qualco’s use of your cookies. You can view the Qualco cookie policy at https://www.qualco.co.uk/content/cookie-policy. Once agreed you will be able to enter your username and password; we suggest clicking on “Remember Me” for future login attempts. In order to gain access to the system you are required to select the “I’m not a robot” tick box. You will need to click on this every time you login. Prior to accessing EC1.5 you will be prompted to complete the following process step. A box will appear with a number of smaller picture boxes asking you to select a number of images with a specific object in them that you are required to identify. Once you have selected your images click on the “VERIFY” button. If you have correctly selected these images you will pass validation and continue to the next stage. If for some reason you have not selected the images correctly and are asked to select further objects you must do so until the system is happy you are not a robot.
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Once your login page looks like the image below, you are free to complete the logon process and access the system:
Qualco has introduced 2nd Factor Authentication (2FA), therefore your username and password alone is not suďŹƒcient to access and use EC1.5. When you first enter the system you will be directed to a Profile Panel page, this will show your name and three steps for you to complete before you can access the main Portal. At the end of each step is an action box, you should click on each action in turn to complete the process – starting with the email action.
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On selecting the envelope located under actions, you will be taken to a new screen (see below) this will also prompt an email to be sent to you. If you do not receive an email please check your junk mail folder.
To confirm receipt of the email and pass validation, you will be asked to click on the link provided:
This will open a new window in your browser, allowing you to complete the next step within the two-step authentication process.
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Please click on the key under Actions. Next you will be asked to enter the email address provided to Qualco for confirmation, found on the Username and Password page. Once entered please click on “Save”.
At this stage you will revert to the original Login page, where you will need to add your username and password. You will also be required to again complete the “I’m not a robot” section.
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Once you have re logged on, you will enter a verification stage. After verification you will receive an email providing you with a unique 6-digit code.
You must enter the 6-digit code into the relevant section in the ‘Verify’ screen. When entering/ transferring the code we also suggest that you click on the “Remember the browser” option, before clicking Submit.
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These measures are in place to protect your access and that of your business. Qualco will not compromise your company data or that of your data access and we thank you for your diligence in ensuring all data is kept securely. As a result of all of the steps above you have now entered the Home page contained in EC 1.5. You will also notice that the menu is now populated with more options allowing you to navigate to other pages associated with your permissions.
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EXTRACOLLECT 1.5 OVERVIEW The ExtraCollect 1.5 Portal allows you to complete certain administrative activities such as Query Management and Invoicing. It also allows you visibility of all activity that is being completed on a customer account throughout its entire lifetime. This section will provide you with a brief description of each role, its associated functionality and its purpose. This will be followed by other sections which will provide you with the step-by-step training guide in order for you to use these certain areas.
1.
Home Page
Upon logging onto the Portal you will always be driven to Home page. Here you are able to search for a Customer’s account by using either the Client Account number, Qualco ID or Customer Name. On the left hand side of the screen you will also be presented by a number of criteria to choose from in order to manage attributes or access reports.
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2. Overview The Overview section provides you with a high level view of performance on all accounts that are placed with Qualco and allocated to the wider panel.
2.1 Summary view The Summary View provides a snapshot of Collections at the highest or (Qualco) level that are not broken down. There are four green summary tiles which summarise: 1) 2) 3) 4)
Total live allocated volume and value of cases assigned (Placements), Total current collected amount plus the collection percentage (Liquidation) A high level view of outbound call activity vs RPC (Penetration) A view of the number and value of accounts currently on and off plan (Arrangements).
There are also a further two red summary tiles which provide details of: 1) Pending or outstanding queries (Queries) 2) The total payments received by week broken down by Directs and Agency (Payments). Each green tile is expandable to give you a view of the agencies the accounts are allocated to or the total number of actions which have been completed. This is also shown in the four bar charts shown underneath each tile.
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2.2 Dashboard The Dashboard provides four views of your portfolio relating to new business, volume by allocation date, portfolio view over time, received payments, and liquidation by allocation date. This section provides a rolling dataset and allows you to manipulate information by agency as well as providing views over 3, 6, 9 or 12 months. You can also filter by Agency and Original Transactions. Hover over each bar to display a summary.
Each report can be expanded to view in a single screen, once you have the view of your choice you can print these out as and when required.
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You are also able to view the data behind each report in the form of a grid, this can be exported to a number of different formats including .xlsx and PDF.
2.3 Drill Down The Drill Down section provides you with the same views as the Dashboard, however you are presented with the ability to change the selected data overlays. You can overlay the data with corresponding information relating to Placement, Agency, Originator or Product. You are also able to generate each report by either Volume or Value.
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2.4 Liquidation The Liquidation report is a consolidated batch tracking report allowing you to see the average liquidation at placement level from M0 through to M12. It also allows you to segment data by agency to understand which agency has performed at what level in each segment. Your initial view will be a list of placements which you will be required to expand allowing you to review the average liquidation performance over the 12 month period.
2.5 Batch Tracking Much like the Liquidation report, the Batch Tracking report allows you to see performance by placement and then by the Agency within the placement. In addition to the Liquidation Report you are able to break the collections out into Placements rather than the holistic consolidated view allowing you to see how each individual batch compares to another. All data can be exported to other formats as above. The Period filter allows you to refine your results as the number of Batches could be quite large.
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3.
Accounts
The Accounts section allows you to search for accounts that are loaded in the Portal with a view of understanding any activities or transactions that have taken place. In order to search you can use the Client, Originator or Qualco ID. You can also use the quick search bar at the top of the page.
When entering a reference or a Customer name, a list will appear with the results that satisfy your search. When you are happy that you have identified the correct account, you can select your account by clicking on the link in the QF Ref column, which will then take you directly to that customer’s page. If you search with a unique reference number only one account will come up in the list and you will not need to review your results.
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Every customer account loaded into ExtraCollect has its own customer page which will allow you view activity, placement details, transactions and the chronological history of what has happened on the account in question. This is a complete view of everything that has ever happened on the account during the entire lifecycle, whilst under management at Qualco.
In the customer details page you are also able to undertake real-time administrative tasks. You are able to Close an Account, Raise or Answer a Query or print a SAR request. There are a number of tabs available which hold information including arrangement details, previous queries and Income and Expenditure. NB A closure request to close an Account is submitted and will only be processed at End of Day. Once a closure request is submitted, you will not be able to submit another one. The Account will appear as Closed the next day. Important: A Subject Access Request will be recorded on the system and displayed on the activity of account.
You are also provided with all the necessary account product information so that Agencies can self-serve issues raised to reduce the volume of queries raised directly to you. The left column provides you with an illustrated timeline of actions that have been taken on the account. In the History tab, use the Search box in the grid to help you filter the activities that you want. In the Attachment tab, you are able to upload a file to be attached to the account.
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4. Placements The Placement section allows you to see all of the Segments/Placements that have been set up on your behalf and also the agencies that have been selected to work within those placements. Also provided are details of the Allocation Period including any time extensions for Payments and Litigation. Use the Search bar at the top of the page to refine the placements that you want. You are also able to set target amounts for M1 to M12.
All Placements can be edited by approved users. When editing a placement you can change/add or delete agencies that have been selected; even amend the commission and allocation percentages. There is also the ability to review every allocation made to give you details of the splits including agencies, volume/value and date by clicking on the Active Allocation tab.
You can also view historical changes of Commissions by clicking on the Commission History tab..
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5. Invoices The Invoice section is broken down into two distinct parts; Overview and Invoice Search.
5.1 Overview Your Overview gives you a high level view of your current invoicing position. • Not invoiced - shows you the total volume and value of payments not yet invoiced. • Submitted - gives you the number of payments that have been invoiced with these being submitted successfully within the Invoice Reconciliation tool. The final section is the volume and value of payments that have been accepted. This means that should you be managing the invoice process internally, that you are happy that the submitted invoices provided by the agency matches the payments posted into your agreed bank account.
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5.2 Invoice Search Within Search you are able to look for invoices that have been submitted or accepted with a view to obtain further information. Once you have completed your search and selected an invoice to review you are then provided with details of each invoice item along with its financial summary. Details of all files where there are associated payments and the individual payments themselves sent to Qualco via the File Transfer Process are available to review. All information can then be exported. All invoice items will link back to individual files containing payments sent by each DCA along with any Direct Payment files sent by you as Direct Payments.
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6.
Queries
The Query section is possibly the most navigated-to section of the ExtraCollect Portal and is also updated in real-time through a two-way web service. The team will search for Queries that have been created as well as to raise answers to any requests that come in daily as agreed in the Service Levels.
On selecting an outstanding query that requires an action, the system will open a page where you are able to review all aspects of the individual request. You are able to either edit and update the response for the agency or accept the response and close the Query. You are also able to add attachments such as copy agreements or financial statements. All queries remain on the Portal attached to the account for the entire duration of the account’s lifetime.
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7. File Summary Weekly File Transfer - shows you the files that have been transferred between Qualco and the clients.
Monthly File Transfer - shows you the files that have been transferred between the agencies and Qualco.
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8. Reports Qualco has included an out-of-the-box analytics package that allows Operational staff access to summarised data that is usually only available after a request has been placed with IT. The Qualco Analytics Modules allows users to create bespoke reports from predefined datasets that have been calculated after the nightly End of Day process. These reports allow approved users access to information relating to Allocations, Allocation Progress, Liquidation and Activity. It has been designed to compare measures such as Time or Agency against this criteria to allow the user full flexibility and control over their own reporting environment.
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QUERY MANAGEMENT The Query Management section enables you or your agencies to manage and raise queries on customer accounts. It is available towards the bottom of the left-hand menu:
On entering the Queries section you will be provided with some search options to build the criteria you require. You can search by using Customer Name, or Client Reference if you want to find an individual query. You can also search using Agency, Query Type and Response Type, as well as Due Date, which will bring up multiple queries to be worked. There is also an option to select Queries created by agency or by the client.
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1.
Answering New Queries Created
Below is an example of the most common search criteria used to pull all the new queries created for you to answer. Our suggestion is to: a) tick “Created by Agency” box to Yes b) tick “Query is Closed” to No c) change the Response type to “Pending”
If you do want to add more criteria you can complete this by clicking on the arrow on each section, which will provide you with a list of options within each field. When using this function you can only select one query type or one agency. The following example illustrated expanding the Query Type:
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If you want to focus on queries that have been created over a specific period, for example within the last month, you can add dates within the Due date section as shown below:
When answering the queries created, it is important that you use the criteria Pending within the Response Type. Once you have the Search Criteria you have selected you can click Search.
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This will then produce a list of all queries created by the agencies for you to answer. Each query needs to be actioned and updated to be removed from the list. Within the data provided you are able to search for different types of queries within the Search option, you are also able to sort each column head by placing your cursor on the header row. We would suggest clicking on the Due Date so that you are always working the oldest query first.
To view the outstanding query, we require you to click on the contacts card within the actions column. This will bring up a new page allowing you to see the query and how you need to answer it. On entering the Query you will see three sections: a) Case details – at the top b) Query Info – bottom left c) Attachments - bottom right The Query you need to answer will be within the Query Info, under Original Comments. There may be supporting documents available within the attachments also.
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To answer the query, you are required to click on the Edit button. A pop-up screen will then appear, which you will be able to update. Within this you will be able to write your response within the comments box.
When you have created your response, it is very important to change the Status from Pending to Resolved. This will then move this out of the list you have created.
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After clicking save you will then be taken back to the View Query Page. It is at this point you can add any attachments required to support your response to the agency. You can do this by clicking on the Upload icon within the Attachments section.
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Once you click on the Upload icon, a pop up box will appear which allows you to either drop or upload files from your system to upload.
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Once the upload is completed you will then see the attachment showing within the Attachments section.
Once you have completed the response of the query, please make sure that the status within the Query Info section has been changed from Pending to Resolved. Once this is completed you can click on Back to List.
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Dealing with Answered Queries
Managing queries that you have created and have now been responded to, is very similar to the “Answering New Queries Created” section. Below are the steps we would ask you to follow in order to make sure that it is a) recorded on the system correctly, and b) closed out in order to confirm the query process is completed. You will be using again the Queries section of the portal to search for Queries that need to be dealt with. Below is a screenshot of the search criteria you require to see the cases that have moved from “Pending” to the “Resolved” status. To find the queries that have been reviewed and resolved you need to select: a) Response Type is Resolved b) Query is Closed is No c) Agency Created is No.
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This will then bring up a list of cases that you can then work with. Like the previous process, if you wish you can use the other search criteria to shorten your list plus search/ sort your queries. Please see the Answering New Queries Created section on Page 27.
To select the cases you want to work, you will need to click on the contact card within the Action column. In order to extract the information provided by the agency to add to your main system, copy and paste the comments within “Response Comments�.
You are also able to select the Upload documentation if present in order to transfer to your system. To do this you are required to click on the File name. A pop up will appear asking you if you would like to Open or Save. If Open it will open in the format saved within the portal or if you choose Save, it will direct you to your directory to choose a location to save it to.
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Once you have taken the response information and/ or the documentation loaded, you have completed that Query. As you are the owner of the Query it is your responsibility to close it. To do this we require you to tick the Closed box within the Query Info. This is very important 1) for auditing, 2) to remove from the summary query tile, and 3) it will be removed from the search criteria. To do this we require you to click on Edit within the Query Info. This will bring up a pop up box, within that you will be able to click on the closed tick box, then Save. You can then go back to your list.
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Creating a Query
To create a query or question that needs to go to the agency, you will first need to go to the customer’s account within the portal. You can do this via the Home screen or the Accounts section. It is suggested that you use the Customer Reference to find the customer page rather than Customer Name.
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When you initially enter the Customer Reference you will be taken to a results page, where you will be required to click on the Qualco Reference (QC Ref).
When entering the customer account, there will be a few areas where potentially you might be able to answer the query without having to send an actual query through to the agency. You can use the Account Activities scroll bar on the right, History Tab, Queries Tab, Arrangements Tab plus the Attachments Tab.
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If the information you are looking for isn’t here and you do need to create a new query, you can do this by clicking on the “New Query” button.
This will take you to another screen, where you will be able to build your query. The customer details are already created for you therefore the only three sections you should look to change are: 1) Query Type 2) Add a File 3) Add your Query notes.
To Add a Query Type you are required to choose one of the drop down options, we currently have 28 query statuses, however you can add more if required. Once a status is selected it will populate the field for you.
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Due Date always needs to be the date the query is created. It is prefixed to populate at this date so no action required.
You are able to upload proof or any attachments by clicking on Select File. This will take you to your directory to select what is required. Then you are able to copy and paste or write in the comments box the query you need to ask.
Once you have completed these sections and are happy you have the correct query status, the query is ready to be created. You simply click on Create Query to do this. Once this is created you will be taken to a View Query screen. This means it is complete and the query has been raised.
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Contact us Qualco UK Hersham Place Technology Park Walton-on-Thames KT12 4RZ +44 1932 213340 info@qualco.co.uk www.qualco.co.uk