Debt Settlement Enrollment Script for MoneyPanda

Debt Settlement Enrollment Script for MoneyPanda
A comprehensive guide for MoneyPanda agents to effectively enroll clients in debt settlement programs while building trust and addressing concerns.
AS
by Abhi Swami
 
Introduction and Rapport Building
Purpose: Establish a warm, trusting connection, confirm the call's purpose, and set a supportive tone.
Techniques: Empathy, active listening, personalized engagement, humor where appropriate.
Script: Thank you for holding. This is [Agent's Name] with MoneyPanda. Who do I have the pleasure of speaking with today? [Wait for response, e.g., "My name's Christopher Jacobson. My code is 114494."] Great to connect with you, [Client's Name], again my name is ____ and my job is to get your file through underwriting. I know dealing with debt can feel like a heavy weight, and I'm here to lighten that burden for you. It looks like you've been approved for a free credit report and review to explore hardship programs, like debt settlement with a possible consolidation loan. Let's dive in and review your situation to get you through underwriting.
Building Initial Connection
Script (continued): Could you grab a pen and paper to jot down my contact info? [Wait for confirmation, e.g., "Hold on one second."] Are you ready to grab that now? Take your time. My name is [Agent's Name], spelled [spell out], and my direct number is (844) 410-4122. Please save this in your phone—I'll be your assigned specialist throughout this application process, and I'll make sure you get through underwriting. Could you read that back to confirm for me? [Wait for client to read back, e.g., "(844) 410-4122, Alex Goodman."] Got it saved? Spot on! Just in case we get disconnected, you've got me. Now, let's start building your file for underwriting approval. Are you ready to get started?
Confused Tone Response
Slow down, repeat gently, e.g., "Let's go over that again to make sure it's clear."
Frustrated Tone Response
Validate emotions, e.g., "I can imagine how frustrating this is. Let's tackle it together."
Hesitant Tone Response
Reassure and personalize, e.g., "Many clients, like [example], felt unsure but found relief with us."
Handling Initial Client Concerns
Client: "I'm not sure if this is the right time."
Agent: I hear you, [Client's Name]. It's a big step, and it's normal to feel hesitant, like client example. Let's explore how we can ease your stress—sound okay? Would you like to see how this could work for you?
Client: "I'm nervous about sharing info."
Agent: Your concern is valid. We use secure systems to protect your data, and I'll guide you safely, like I did for client example. Ready to start? Does that put your mind at ease?
Client: "I didn't hear the number."
Agent: No worries, let's try again: (844) 410-4122. Got it now? Let's save it to keep us connected. Can you confirm you've got it saved?
Credit Report Verification
Purpose: Confirm the credit report is pulled; if not, verify identity and pull it securely.
Techniques: Transparency, reassurance, step-by-step guidance, empathy.
Script: Let's confirm your credit report is ready, [Client's Name]. It should've been pulled with your application, so let me get your file pulled up here. [Pause to check]
If available:
Wonderful, it's here. Let's get right into it.
If not available:
Looks like the report hasn't loaded yet—no big deal, happens sometimes. I'm sending a 6-digit code to [phone number] via Debt Pay Pro to pull it now. Please read it back when it arrives. [Wait for response, e.g., "8820363."] Perfect, [Client's Name]. That's [repeat code, e.g., 8820363]. Your identity's verified, and we're ready to review your credit report. I know this can feel technical, so I'll keep it clear and simple. Does that make sense?
Handling Credit Report Verification Concerns
Anxious Tone Response
Reassure security, e.g., "I know this step can feel nerve-wracking, but it's completely safe."
Impatient Tone Response
Acknowledge and redirect, e.g., "I appreciate your eagerness—let's get this verified quickly."
Confused Tone Response
Simplify and repeat, e.g., "The code's just a quick check to protect you. Did it come through?"
Credit Report Verification Rebuttals
Client: "I didn't get the code."
Agent: Sorry for the hiccup, [Client's Name]. Let's resend it—check your phone, including spam, and let me know when it arrives. Can you check now?
Client: "Why do you need my info?"
Agent: Great question. It's a standard security step to confirm it's you, keeping your data safe, like locking your front door (CFPB). Does that clarify things?
Client: "I'm not comfortable."
Agent: I respect that. If the report's pulled, we can skip this, or discuss your debts generally first. What feels right? Would you prefer to move forward with the report we have?
Understanding the Client's Financial Situation
Purpose: Gather details about debts, current programs, and financial challenges to tailor the application.
Techniques: Active listening, validation, probing gently, consumer psychology (social proof).
Script: To build a strong file for underwriting, [Client's Name], let's start with your financial picture. I have your credit report pulled up here, but I want to confirm we're seeing the right information here. As far as unsecured debts, approximately how much are you dealing with to your knowledge? [Listen, e.g., "Approximately 23,000."] Got it. Are those mostly credit cards, personal loans, or a mix? [Listen, e.g., "Credit cards and loans."] Does that sound accurate?
Exploring Current Debt Relief Programs
Script (continued): That's helpful. Are you currently in any debt relief or consolidation programs, like with JG Wentworth or another company? [Listen, e.g., "I'm with JG Wentworth, just started."] Okay, I hear you're navigating that already—must be a lot to juggle. How's your experience been with them? [Listen, e.g., "I just started, but I want a loan faster."] Thanks for sharing. It sounds like you're looking for a quicker solution. Have they helped you pay off any creditors yet?
Script (continued): Any specific issues with creditors, like high interest or disputes? [Listen, e.g., "MoneyLion's a bunch of crap."] I feel you—those high-interest lenders can be tough. Let's note that to address it. Your credit score's [score, e.g., 495], which has taken a hit, but I see you've had stronger credit before. We'll work to get you back there. Let's go over your credit report in detail now.
Handling Financial Situation Concerns
Frustrated Tone Response
Validate and empathize, e.g., "I can see why that's upsetting—let's fix this together."
Hopeful Tone Response
Amplify optimism, e.g., "You're on the right track—let's make it happen faster!"
Overwhelmed Tone Response
Simplify, e.g., "That's a lot to manage. Let's break it down step by step."
Financial Situation Rebuttals
Client: "I'm already with another company."
Agent: Thanks for sharing, [Client's Name]. Like client example, many switch to us for faster loan access—4-6 months versus 12-14 with others. Want to explore that? Would a quicker solution help you?
Client: "I'm depressed about my debt."
Agent: I'm so sorry you're feeling that way—it's heavy, like it was for client example. This program can lift that burden. Let's find relief together. Does that sound like something you'd like to pursue?
Client: "I don't understand my debts."
Agent: No worries, [Client's Name]. Let's go through each account, like [list creditors], to clarify and build a plan that works. Are you ready to dive into the details?
Review of Credit Report
Purpose: Review the credit report line by line to identify eligible debts and strengthen the file.
Techniques: Clear explanations, validation, emotional connection, consumer psychology (authority).
Script: Let's dive into your credit report, [Client's Name], like piecing together a puzzle for underwriting. I'll walk you through each account to pinpoint debts we can settle, and any accounts we can dispute ensuring your file is rock-solid. For example, I see [creditor, e.g., MoneyLion] for [amount, e.g., $9,000], listed as [status, e.g., delinquent]. Does that match your records? [Listen, e.g., "That's a bunch of crap."] I hear how frustrating that is—let's include it to negotiate down.
Detailed Credit Report Analysis
Script (continued): Next, there's [creditor, e.g., CBNA] for [amount, e.g., $9,000]. Any issues there? [Continue for each account, e.g., Destiny $1,500, Credit One.] Are you following so far? If anything looks off, like an unfamiliar account, let me know—we can dispute errors to boost your file, as we did for client example.
Script (continued): I also see [account, e.g., old Wells Fargo inquiry]. Should we address that? Your total eligible debt is [amount, e.g., $23,000] across [number, e.g., 4] accounts, perfect for our program. Your score's [score, e.g., 495], but we'll restore it with our dispute team. I'm going to go ahead and save this all for underwriting. If you can think of any other debts that aren't showing up on your credit report here, we can always add them in if you have a proof or creditor letter showing this information. Now that we've identified your debts, let's move to your budget analysis section to ensure affordability.
Handling Credit Report Review Concerns
Angry Tone Response
Validate and redirect, e.g., "I get why that's maddening—let's use it to fight for better terms."
Engaged Tone Response
Encourage input, e.g., "You're spot-on—any thoughts on this account?"
Confused Tone Response
Clarify gently, e.g., "Let's slow down and check each account together."
Credit Report Review Rebuttals
Client: "That account's wrong."
Agent: Thanks for catching that, [Client's Name]. Errors happen, like with client example. Let's dispute it and focus on confirmed debts. Does that work for you?
Client: "I'm overwhelmed."
Agent: I feel you—it's a lot, like for client example. We'll simplify it with one payment and lower balances. Ready to move to your budget?
Client: "Why's my score so low?"
Agent: Your score's [score] due to high utilization, like client example. Our restoration will help, starting with these settlements. Does that make sense?
Budget Analysis
Purpose: Ensure affordability and optimize cash flow for underwriting approval.
Techniques: Transparency, empathy, clear comparisons, consumer psychology (reciprocity).
Script: To ensure you qualify for this program, [Client's Name], let's review your income and expenses. This shows underwriting you can actually manage the new payment. We want to leave enough room to show you can afford the payments for settlement and the loan, but we also want to prove you are experiencing a financial hardship. That being said, what's your monthly income after taxes? [Listen, e.g., "I take home $1,200 a week, plus overtime."]
Income and Expense Analysis
Script (continued): Got it. That's about [amount, e.g., $4,800] monthly, plus overtime. Should we include overtime, or keep it conservative to show hardship? [Listen, e.g., "Overtime's cash, maybe $2,000."] Does $6,800 total sound right? Okay, let's use [amount, e.g., $6,800] to be safe.
Script (continued): Now, your expenses—starting with housing. Rent or mortgage? [Listen, e.g., "Rent, $2,800, everything included."] Thanks for that. What about phone, car, insurance, food? [Record expenses, e.g., "Phone $59, car $513, insurance $80, food $800."] Are these numbers accurate? You're doing great, [Client's Name]. I know tracking this is tedious.
Cash Flow Analysis
Script (continued): Your current debt payments are [current total, e.g., $800], but if you are approved for the settlement program you would stop making that payment immediately, and your interest would stop accumulating as well. With income of [income] and expenses of [expenses, e.g., $4,252], you'd have [cash flow, e.g., $2,548] left. That should be solid for underwriting. Let me make a couple more adjustments here on my side just to make sure this goes through. I'm going to place you on a brief hold to submit your application to underwriting. I'll be back in a few minutes with the results. Please hold the line for me, okay? [Place client on hold for 2-3 minutes to submit application.]
Handling Budget Analysis Concerns
Stressed Tone Response
Validate, e.g., "You're managing so much—I'm here to simplify."
Confident Tone Response
Reinforce, e.g., "You've got this—let's fine-tune it."
Uncertain Tone Response
Clarify, e.g., "Let's go over each expense slowly to get it right."
Budget Analysis Rebuttals
Client: "I can't afford this."
Agent: I hear you, [Client's Name]. Let's lower the payment or cut expenses, like client example did. What's toughest? Can we explore some options together?
Client: "My income varies."
Agent: Common issue. Let's use a conservative average to ensure underwriting approves, like for client example. Does that sound fair?
Client: "I forgot expenses."
Agent: Easy fix. Things like medical costs slip through. What else comes to mind? Want to add anything now?
Explain the Debt Settlement Program
Purpose: Clarify the program's benefits, process, and risks upon returning from underwriting submission.
Techniques: Transparency, empathy, consumer psychology (authority, scarcity).
Script: [Return from hold] Great news, [Client's Name]! Underwriting has approved your application for the hardship program. I'm thrilled we're moving forward together. Let me explain what this means for you. Are you excited to hear the details?
Program Benefits and Process
Script (continued): Our debt settlement program negotiates with creditors to reduce your debt, often by 50%. For example, your [amount, e.g., $23,000] could drop to [estimated amount, e.g., $11,500], saving thousands and finally managing your debt and credit. You'll make one lowered monthly payment into a dedicated FDIC-insured trust account under your name, which we use to not only settle debts as agreements are reached, but also to prove to lenders you can make affordable payments on a consolidation loan.
Script (continued): After 4-6 months of consistent payments on time to the trust account, you may qualify for a hardship consolidation loan ($25,000-$75,000) to pay off your creditors immediately at the settled amount, rather than the full debt amount along with interest and fees. During that process we will be protecting, fixing, and building your credit to help you get approved for even more additional funds with our network of lenders. Our negotiators handle all communication with your creditors throughout this program, and we include credit restoration services to help rebuild your credit during this process. Does all of that make sense to you so far before I continue?
Handling Program Explanation Concerns
Worried Tone Response
Reassure, e.g., "I know the credit score part sounds scary, but we'll guide you back up."
Curious Tone Response
Encourage, e.g., "Great question—let's dive deeper."
Skeptical Tone Response
Use authority, e.g., "Our negotiators have a proven track record, like with client example."
Program Explanation Rebuttals
Client: "Will this help?"
Agent: Absolutely, [Client's Name]. Clients with [amount] debts saved thousands, dropping payments from [current total, e.g., $800] to [new amount, e.g., $400]. What's your concern? Would saving that much make a difference for you?
Client: "I'm worried about calls."
Agent: Understandable. Calls may happen, but we negotiate to reduce them and provide a number to redirect creditors, like for client example. Does that ease your mind?
Client: "How's this better than my current program?"
Agent: Great question. Unlike [current program], we offer loans in 4-6 months versus 12-14, with robust credit restoration, as client example found. Would a faster timeline help you?
Explain Payments and Terms
Purpose: Detail the new payment structure and terms, referencing budget analysis for affordability.
Techniques: Clarity, empathy, consumer psychology (scarcity, social proof).
Script: Now, let's talk about your new payment plan and terms, [Client's Name], to ensure it fits perfectly. Based on our budget analysis, your income is [income, e.g., $6,800] with expenses of [expenses, e.g., $4,252], leaving [cash flow, e.g., $2,548]. Your current payment with your creditors with all the interest is about $800 a month.
Payment Structure Details
Script (continued): Underwriting has approved a new monthly payment of only [new payment amount, e.g., $562] which is significantly lower than your current [current total, e.g., $800]. This payment goes into your trust account monthly to settle your [amount, e.g., $23,000] debt, potentially reduced to [estimated amount, e.g., $11,500]. Over the next 5-6 months, we should be able to get to an agreed settlement, and then move towards getting all your creditors paid off with that settlement and consolidation loan, saving you thousands and leaving you with one reduced monthly payment that builds your credit each and every month.
Script (continued): You'll stop paying creditors directly, and this single payment covers everything which is almost $(400) less than your current payment. If you need flexibility, call me 2 days before a payment, and we'll adjust the date— the last thing the attorneys want to see while they are battling against your creditors is an interruption in your Trust account, but they also completely understand financial difficulties happen so the main thing here is to always communicate with me if you need an extension for a week or two or even more, okay?
Program Terms and Conditions
Script (continued): After 3-6 months, you may access the loan to clear settled debts, with any extra funds for you. The terms include a 3-day escrow period to review or cancel, ensuring you're in control (CFPB). 
Handling Payment Terms Concerns
Relieved Tone Response
Reinforce, e.g., "I'm glad that feels doable—let's lock it in."
Nervous Tone Response
Reassure, e.g., "I know it's a change, but we've made it affordable, like for client example."
Uncertain Tone Response
Clarify, e.g., "Let's review the payment to ensure it's clear."
Payment Terms Rebuttals
Client: "That payment's still high."
Agent: I hear you, [Client's Name]. Let's revisit your budget to adjust, like client example did. Can we find a lower amount that works?
Client: "What if I can't pay on time?"
Agent: No worries. Call me early, and we'll adjust, as we did for client example. Does that give you confidence?
Client: "Why stop creditor payments?"
Agent: Stopping direct payments allows us to negotiate settlements, saving you money, like for client example. Is that clear?
Setting Up Payments
Purpose: Collect banking details and finalize payment schedule.
Techniques: Clarity, flexibility, consumer psychology (authority).
Script: The system will choose the dates for you here, but first let's go over the banking section before sending out the legal service agreement, and submit everything over to underwriting for your QC call. Go ahead and grab the checking account or savings you want to use for your Trust Account set up. This is where payments to your creditors would be made from and loan funds will also be handled with this account.
Banking Information Collection
Script (continued): Take your time if you need it, and as you grab that, I'm going to finish up the references section here and make sure everything else looks good for underwriting. Go ahead with the routing number first whenever you're ready. [Listen, e.g., "Routing is 041215663, account is 1300558309322."] To confirm, that's routing number [repeat number] and account number [repeat number], correct? Did I get that right? This account will also receive any loan funds.
Script (continued): Are any creditor payments currently on auto-draft? [Listen, e.g., "No, I call them in."] Great, you'll stop those and make only this payment to us, starting [date, e.g., 9th]. If you change accounts, let me know to update underwriting. Are you set with this payment plan?
Handling Payment Setup Concerns
Nervous Tone Response
Reassure, e.g., "I know sharing banking info feels big, but it's secure, like for client example."
Eager Tone Response
Match energy, e.g., "Awesome, let's get this set to start saving!"
Confused Tone Response
Clarify, e.g., "This one payment replaces all creditor bills—clear?"
Payment Setup Rebuttals
Client: "I'm hesitant to share banking info."
Agent: I get that, [Client's Name]. It's secure, and auto-payments keep your file strong, like for client example. Ready to proceed?
Client: "Can I change the date?"
Agent: Absolutely. Let's pick a better date, like [alternative date]. What works best?
Client: "I prefer manual payments."
Agent: I understand, but auto-draft is required for compliance (CFPB). It simplifies things, like for client example. Does that make sense?
Address Old or Closed Accounts
Purpose: Enhance the client's credit profile by addressing old or closed accounts to support credit restoration.
Techniques: Proactive problem-solving, reassurance, consumer psychology (authority), tie-down questions.
Script: [Client's Name], I noticed some older or closed accounts on your report, like [account, e.g., Navy Federal card]. These can sometimes drag your credit score if they show late payments or errors, which could affect underwriting or future lending. Our attorneys can review these and work to remove any negative marks or outdated accounts, boosting your credit faster as part of our restoration services, just like we did for [client example]([invalid url, do not cite]). Would you like us to include these accounts for review and potential removal? [Listen, e.g., "Yeah, that's fine."]
Credit Restoration Process
Script (continued): Great, that's a smart move. Cleaning up these accounts can significantly improve your credit score over time, as we've seen with many clients. If there are any specific accounts you're concerned about, let me know, and we can prioritize those. Does that sound like a good plan? [Listen, e.g., "They're all paid off, right?"]
Script (continued): Yes, most appear paid, but even paid accounts can linger with negative marks like late payments. We'll have our team verify and remove any that could hold you back. Is that okay with you? Perfect, I'll note that for the attorneys to handle. Any other old accounts or inquiries you recall?
Reference Person
Purpose: Collect a reference for the file as a standard underwriting requirement.
Techniques: Reassurance, routine framing, empathy, tie-down questions.
Script: Next, [Client's Name], we need a reference person for your file, like a family member or friend, as a backup contact. This is a standard underwriting step, and they won't be contacted unless absolutely necessary. Who would you like to list? [Listen, e.g., "My son, Josh."] Perfect, and what's Josh's phone number? [Listen, e.g., "(765) 427-7717."] To confirm, that's [repeat name and number, e.g., Josh, (765) 427-7717], correct? Did I get that right?
Script (continued): Thanks for providing that. This information stays confidential and is only used if we can't reach you. Does that give you peace of mind? [If client hesitates or has questions] I know it might feel unusual, but it's just a formality to complete your file, like we did for [client example]([invalid url, do not cite]). Is there anyone you're comfortable listing?
Agreement Signing
Purpose: Guide the client through electronically signing the enrollment agreement.
Techniques: Clear instructions, patience, technical support, tie-down questions.
Script: Now, [Client's Name], let's get your enrollment agreement signed to finalize your program. I'll send it to your email from [sender, e.g., ClickSign via Alex Goodman]. What's the best email address for you? [Listen, e.g., "tk913@gmail.com."] Got it, I'll send it to [repeat email]. Please check your inbox in a few moments, and if it's not there, look in your spam or junk folder.
Electronic Signing Process
Script (continued): When you open the email, click 'Review and Sign,' then check the box to agree to electronic signatures. After that, click each red box to type your name or initials—there are about 10 places to sign. I'm here to walk you through if you hit any snags. Does that sound straightforward? [Wait for client to access email, e.g., "I think I found it."]
Script (continued): Awesome! Once you're in, let me know if you see the 'Review and Sign' button or if you need help navigating. While you're signing, feel free to ask any questions about the agreement—it covers the program terms we discussed, like your payment plan and our services. Is everything clear so far? [If client struggles, e.g., "I can't find the red boxes."] No problem, when you open the document, look for highlighted red boxes where you need to sign. Click each one, select 'Type,' and enter your name. Can you see those now? Once you've signed all spots, click 'Finish Signing' to complete it. Let me know when you're done or if you need assistance. Ready to get started?
Preparing for Quality Control Call
Purpose: Brief the client on the quality control (QC) call to ensure they understand the program and are prepared for yes/no questions.
Techniques: Clear explanation, rehearsal, reassurance, tie-down questions.
Script: We're almost done, [Client's Name]! The final step is a quick quality control call to confirm you understand the program. This ensures I've explained everything clearly and protects you by verifying your enrollment details. The QC team will ask simple yes or no questions, and it'll take about 2-3 minutes. I'll go over the questions so you're ready. Does that sound okay?
1
Identity Verification
They'll start by verifying your identity with your name and date of birth.
2
Program Understanding
Does your employer require security or military clearance? (Answer: No, unless applicable.)
Do you understand Clarity is not a debt consolidation company and only pays creditors after you approve a settlement? (Yes)
Do you understand the service involves debt settlement, not an immediate loan? (Yes)
3
Financial Details
Are you aware fees are collected only after successful settlements? (Yes)
Do you understand your funds go into a personal FDIC-insured trust account? (Yes)
Do you know the first settlement typically takes 4-6 months? (Yes)
4
Legal Considerations
Have you received any legal or collection notices? (No, unless applicable.)
Are you prepared to handle creditor contacts and inform us of legal documents? (Yes)
Do you understand your credit score may be impacted but the goal is debt freedom? (Yes)
Are you aware forgiven debt over $600 may be taxable, and you'll consult a tax professional if needed? (Yes)
5
Final Confirmation
Do you understand we're a hardship program, not debt consolidation? (Yes)
Would you prefer your welcome packet via email, physical mail, or both? (Answer: Both, recommended.)
Closing the Call
Purpose: Summarize next steps, provide contact information, and end positively with a reciprocity offer.
Techniques: Enthusiasm, clarity, consumer psychology (reciprocity), tie-down questions.
Script: We've made great progress today, [Client's Name]! Thank you for your time and trust in Clarity Debt Relief. Let's recap: your application is approved, payments are set for [date, e.g., 9th] at [amount, e.g., $562], you've signed the agreement, and you're ready for the quality control call. You'll receive a welcome packet via email and mail to [address, e.g., 5171 North State Road 29, Frankfort, IN] with all details. Does that cover everything we discussed?
Script (continued): You have a 3-day escrow period to review or cancel with a full refund, minus minor admin costs, giving you flexibility ([CFPB]([invalid url, do not cite])). I'm confident this program will help you achieve financial freedom, like it did for [client example]([invalid url, do not cite]). If you have questions, call me at (844) 410-4122—save that number, as we'll stay in touch monthly to track progress and later review loan offers from our 64-bank network. As a thank you, I'll send free budgeting tips to support your financial goals. Is there anything else I can help with today?