Oracle eBusiness Suite Advanced Collections Collector Training

Contents Using the Collectors Work Queue Searching by Customer Searching by Transaction Notifications Receipts Customers Transactions Navigating the Collections Screen History Tab Account Tab Transaction Tab Strategy Tab Adding a Hold Work Item Adding Additional Work Items Changing Work Items Notes Tab Task Tab 2 7 9 15 16 18 20 21 22 23 25 26 27 30 32 34 35

Advanced Collections Responsibility: DUR General Collector or DUR SSID Collector

Using the Collectors Work Queue The Collectors Work Queue is used to list all delinquent invoices, your individual tasks and your group tasks, and allow you to select delinquent invoices from the queue and access the collections screen. 1 Double Click on Collectors Work Queue. The following screen will appear.

2 To view all Delinquent Transaction click on Delinquent Transactions. The following screen will appear.

3 To sort the list select on the column header you wish to sort. The columns can be sorted by ascending or descending order. The blue arrow indicates which column it is currently sorted on and the order in which it is sorted. Upward arrow indicates ascending and downward arrow is descending. To change from ascending to descending and vice versa click on the column header and it will change the order. 4 To Search for a specific invoice or customer. Select Control & F. A search screen appears enter the invoice number or customer name and select find. 5 To open up the collections screen for a transaction double click on the transaction. The following screen will open.

6 To view your Individual Tasks. Select Task, My Owned. All outstanding tasks will then be listed.

7 To open a specific task double click on the task, this will open the collections screen.

Select the Tasks Tab and you will then see all tasks which are outstanding for the transaction/Customer.

Select the specific task and you will then be able to see all details of that task, action the task and reassign to a different group or individual. (Please see Task Manager Section for details of how to manage tasks) 8 To view your Group Tasks. Select Task, My Group Owned. All outstanding tasks will then be listed.

9 To open a specific task double click on the task, this will open the collections screen.

Select the Tasks Tab and you will then see all tasks which are outstanding for the transaction/Customer.

Select the specific task and you will then be able to see all details of that task, action the task and reassign to a different group or individual. (Please see Task Tab section for details of how to deal with and manage tasks)

Collections Searching by Customers Opens the Collections Screen and allows you to search customer collections details using the customer name. 1 Double Click Collections. The following screen will appear.

2 Select the LOV - If the customer is an individual select the Last field or If the Customer is an Organisation select the Organisation field. 3 Search for the Name e.g. County Durham Emergency Medical Services Ltd 4 Select the Customer. 5 OK. 6 Change the View to Customer by selecting Customer from the drop down list. All data for that customer will then appear.

7. To return to the search screen and do another search select Edit>Clear Form

Search Facility The search facility will allow you to search for transactions or customers using a variety of information. Quick Search 1 Double click Search. The following screen will appear.

2 Select the search criteria you wish to search on by Selecting from the Customer By dropdown list. 3 Enter the information you have e.g. Transaction Number select the Transaction Number Field and enter Transaction Number. 4 Select Search. This will bring up all results matching the information you have entered in the search.

5 Highlight the item you wish to see. 6 Select ok. The collections screen will open up.

10

Expanded Search This allows you to expand the search criteria, you can search on amounts and to and from dates. 1 Select the Expanded Search Tab.

2 Enter the data you wish to search on.

3 Select Search.
11

4 The results will be shown.

To Export the data to Excel 5 Right click, Copy all Rows.

6 Open an Excel Spreadsheet, right click and paste.

12

To Open a Transaction 7 Highlight the Transaction Line you wish to open. 8 Double click on the line, this will open the collections screen. Saving Search Results 1 Compile a search using either the quick search or expanded search facility.

2 When the result screen appears select the Save Results button.

13

3 Enter a name and description for the search. 4 Select Save. 5 To view Saved Searchs select the Saved Search Tab. This will show you all your previously searchs which have been saved.

6 To open a saved search select the search you wish to open 7 Select Open This will then show the results of the saved search.

14

Notifications This allows you to view all your open Oracle Notifications within Oracle and respond to them. Please note if you receive any referral notifications you need to respond to Debt recovery by email and then once this been done select ok on the notification to remove from your open notifications. 1 Double Click Notifications

2 Select the notification you wish to view

15

Receipts This allows you to view all receipts in Account Receivables. 1 Double Click Receipts. 2 Select Receipt Summary.

3 Click the torch icon.

4 Enter details of the receipt you are searching for.

16

5 Click Find. This will then find the receipts which match your search criteria. 6 Highlight the relevant receipt. 7 Select Open to view all details.

17

Customers This allows you to view existing customer details. 1 Double Click Customer. The search screen will appear.

2 Enter the customer details. 3 Select Find. All customers relating to your search will be shown.

18

4 Highlight the correct customer 5 Click Ok The customer details will then be shown.

19

Transactions This allows you to view transaction details from Accounts Receivables. 1 Double Click AR Account Overview. 2 Double Click Transactions. 3 The following search Screen will appear.

4 Enter the details you wish to search for. 5 Click Find, a overview of the Transaction will then be shown.

20

Navigating the Collections Screen

Header Name/Organisation - Shows the customer it relates to. Collectable Transactions Shows the total number of transactions with a balance outstanding. Delinquent in Past Year Shows you the number of Transactions which have become delinquent in the last 12 months. Delinquent Invoices Number of invoices which have a current status of delinquent for the customer. View Can be set to look at the customer or a specific Transaction.

21

History Tab This allows you to view what actions have been carried out for the Transaction/Customer for a specific period. 1 Select the History Tab

2 Select Type from the Dropdown List. 3 Select the from and to Date to the period you wish to view the history for. 4 Select Display

22

Accounts Tab This allows you to view additional Customer details. 1 Select the Accounts Tab.

2 Select Details Button to view more customer details.

3 Select Customer Standard button. This allows you to see the Accounts Receivable Customer Screen. 4 Select the Customer Standard Button.
23

5 Select the Contacts Tab and enter any contact details you receive which will be useful to other users. 6 Select Save. 7 Select View Open Lines Listing to show all outstanding invoices for the account.

24

Transaction Use the Transaction tab to drill down to view the Transaction Details. 1 Select the Transaction Tab.

2 Change the Due Date parameters to the dates you wish to view. 3 Select Display. 4 Highlight Invoice. 5 Select the Transaction Details button.

25

Strategy 1 Select the Strategy Tab.

This shows where the invoice is in the Collections process. Hint: So you always know what invoice you are looking at, do the following customisation Right Click where it says Strategy Name Select Show Columns Pick Transaction Right Click Again Select Customisations > Save

26

Adding a Hold Work Item 1 Select Change Work Items button.

2 Highlight the current active Work Item in the Assigned NB A new Work Item can only be added after the current Work Item and not before. 3 Select the Work Item to be added in the Available section (DUR Hold ) 4 Select the Upward blue arrow to add the new Work Item. 5 Highlight the Work Item you have just added in the assigned section. 6 In Available section find the Work Item which is the current Work Item and highlight. 7 Select the Upward blue arrow to add the Work Item. 8 Select Ok. 9 Go back into the Strategy tab. 10 Click Actions and then Refresh 11 Highlight the current Work Item

27

13 Select the Complete Work button and Ok the messages. NB If the strategy is already at the Work Item DUR Email Referral the workflow needs to be OKd before the next work item will become active. 14 Select the Notes Tab. 15 Enter Type from the Type LOV. 16 Enter the reason that the hold been placed and full details of why the decision has been made.

28

NB If no note is entered when a hold is put in place The Debt Recovery team has the right to remove the hold and allow the work items to continue as normal. 17 If other action needs doing relating to the Hold you will need to create a task for the action.

29

Adding Additional Work Items 1 Select Change Work Items button.

2 Highlight the Work Item in which the new Work Item will follow in the Assigned section. NB A new Work Item can only be added after the current work item and not before. 3 Select the Work Item to be added in the Available section. 4 Select the Upward blue arrow to add the new Work Item. 5 Select Ok. 6 Go back to the Strategy Tab. 7 Click Actions and select Refresh. 8 Select the Strategy Tab to confirm the new Work Item is in the correct place. 9 Select the Notes Tab. 10 Enter Type from the Type LOV. 11 Enter reason for new Work Item being added

30

12 If any other action needs doing in relation to the Work Item you will need to create a task for the action.

31

Changing Work Items 1 Select Change Work Items button.

2 Highlight the current active Work Item in the Assigned. NB A new Work Item can only be added after the current Work Item and not before. 3 Select the Work Item to be added in the Available section. 4 Select the Upward blue arrow to add the new Work Item. 5 Highlight the Work Item which is no longer required in the Assigned Section. 6 Select Skip. 8 Select Ok. 9 Go back to the Strategy tab 10 Click Actions and then Refresh. 11 Select the Strategy Tab. 12 Check that the Work Item that is no longer needed, now has a Status of Skip.

32

14 Select the Notes Tab. 15 Enter Type from the Type LOV. 16 Enter reason for the change that has been made.

33

Notes Use this section to add any notes relating to the Debt. Ensure you have delinquency selected in the top right of the screen, this links the note to the transaction. 1 Select the Notes Tab.

2 Select the Type LOV and select the relevant Type. 3 Check Status is always set to Public. This is to allow all collectors to view the notes. 4 Enter details in the Note Section. 5 Save.

34

Tasks Ensure you have delinquency selected in the top right so the task is attached to the relevant invoice. Creating a Task 1 Select the Task Tab

2 Enter the Task Type from the LOV. 3 Enter a brief description in the Subject field. 4 Set the Priority. 5 Select the Date Type drop down list. If the task is to be scheduled change to scheduled and enter a schedule date. 6 Select the Owner Type LOV. This should always be set to Group or Individual Resource. 7 Select the Group or the Individual the task is to be assigned to in the Owner field. NB This is always the Persons Last Name, First Name 8 Enter all other details into the Description Field. 9 Save.

35

36

Reassigning Tasks 1 Go into the Task to be reassigned. 2 If changing from Individual to Group or Group to Individual Change the Owner Type. 3 Change the Owner to the new Group or Individual to be assigned the task. 4 Add any additional information into the description field. 5 Save. Closing Tasks once completed 1 Go into the Task to be completed 2 Change the status from Open to Closed 3 Add any additional information into the description field. 4 Save.

37

Searching for Tasks 1 Select Task Manager, this opens up a search screen.

You can search either by entering the task details, search for owner or assignee, search by customer or for task dates. 2 Select your search criteria. 3 Select Find and all results for your search will be shown.

4 Highlight the task to view all the details.

38