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Advanced Collections

Version 1 March 2008

Advanced Collections
Contents
Introduction ................................................................................................................3 1. UWQ Navigation....................................................................................................4 Universal Work Queue Navigation........................................................................4 Collections Workbench ...........................................................................................5 2. Collection Strategy...............................................................................................6 View Strategy and Open Work Items ...................................................................6 Dunning Letters........................................................................................................8 Change Strategy Work Items.................................................................................9 Additional Grants Information ..............................................................................11 3. Record a Promise-to-Pay .................................................................................12 Promise Against a Single Transaction ...............................................................12 Mass Promise.........................................................................................................15 4. Recording Customer Correspondence.........................................................16 Account-level Notes ..............................................................................................16 Transaction-level Notes........................................................................................16 Viewing Notes History...........................................................................................18 Updating Receivables Transaction Comments.................................................19 5. Dispute an Invoice..............................................................................................20 Recording a Dispute Against an Invoice............................................................20 6. Collections Tasks ...............................................................................................22 Tasks Tab ...............................................................................................................22 UWQ Tasks Prompt ..............................................................................................23 7. Collections Tabs .................................................................................................24 Profile.......................................................................................................................24 History .....................................................................................................................25 Accounts .................................................................................................................26 Lifecycle ..................................................................................................................27 Aging........................................................................................................................28

either gained through attendance on the Navigation course or through having read the Navigating within Oracle Financials document.Introduction This user guide assumes familiarity with navigating within Oracle Financials. such as clicking and doubleclicking. Familiarity with the Microsoft Windows environment is also assumed. appendixes are included at the end of this guide to provide assistance in getting help and using the toolbar and keyboard shortcuts. as well as an understanding of basic Windows’ terminology. In addition. 3 .

Universal Work Queue Navigation Log into Oracle Financials using the Collections Agent responsibility. o Delinquent Accounts – shows all overdue customer accounts o Broken Promises: Account – lists all accounts with broken promises o Strategy Work Items – shows all pending manual work items (status Open) o My Tasks – pending tasks that the collector has created as a prompt o Delinquent Transactions – list of all overdue transactions o Tasks – pending tasks that are split between those owned by the individual collector and those owned by a collector group Selecting a Work Type node will populate the Universal Work Queue with data: 4 . and select the Collector’s Work Queue.1. Select the necessary Work Type node on the left of the screen. UWQ Navigation The Universal Work Queue holds all overdue accounts and transactions that belong to a particular collector. It allows the collector to view and prioritise their pending work.

The Score is a rating used to indicate how serious the customers’ overdue debt position is. the total amount overdue and the account risk-code from AR. and the tools to collect the debt (Collection Strategy and associated Work Items). transaction detail belonging to the particular account. From the UWQ. Collections Workbench The Collections Workbench provides the Account-level detail. The score range is between 1 and 100.To sort the data click on the column header or right-click in the body of data and click Sort (the above example is sorted by Score). double-click on a Customer Account to enter the Collections Workbench: 5 . A low score indicates a customer with a worse debt position. It is calculated using the age of the oldest debt.

check the ‘Include Current’ box and the ‘Display’ button. change the Due Date range and click ‘Display’.g.The default view will reveal the Transactions tab. View Strategy and Open Work Items Navigate to the Strategy tab: 6 . dunning letter). The default Due Date range will be driven by the dates of the oldest and most recent overdue transaction. phone call. The Work Items that make up the strategy are either manual (e. If searching for a transaction outside the default date-range. populated with all overdue transactions belonging to the Customer Account. 2.g. account review) or automatic (e. Collection Strategy The Collection Strategy is a sequence of steps (work items) to be followed by the collector to retrieve the outstanding debt. To reveal current invoices.

In this example.The assigned strategy and corresponding work items are shown. the first work item (a dunning letter) has been completed automatically. If there is an open manual work item. complete the work item by clicking ‘Complete Work’ and record any necessary notes (see section 4). By selecting the first work item and clicking on the ‘Details’ button. The second work item (an email and phone call) has not yet reached an open or pre-wait status. The collections strategy for this customer will ‘sleep’ for two days after the first dunning letter is sent. complete the necessary task. the collector can see that the cause of this is a postexecution wait time of 2 days. 7 . Check to see if there is a manual work item with an Open status. before the next work item reaches a pre-wait or open status.

Dunning Letters Dunning Letters are generated by automatic work items and therefore do not require any manual intervention by the collector until they are printed. When the work item has a status of ‘Open’ workflow sends the dunning letter to the printer defined in the following Personal Profile Values (AR > Control > Profile Options): o o IEX: Fulfilment Printer .must follow below naming convention where the FIS printer name is preceded by /printers/ /printers/FIS printer name 8 .must be the same as the FIS printer name IEX: IPP printer name .

Change Strategy Work Items A collector may decide to change the work items that make up the collections strategy. automatic dunning letter work items are not part of Research Grants strategies as standard. but exist as work items that can be brought into a strategy. select ‘Change Work Items’: Highlight the work item in the ‘Assigned’ box that you want the new work item to follow. Select the required work item in the ‘Available’ list and click the up arrow to insert into the strategy. For example. 9 . In the Strategy tab.

and refresh to view the change.Click ‘Ok’ to return to the Strategy tab. 10 .

Additional Grants Information Grants information for each transaction can be found in the Grants and Debtors tab. 11 . or manually by clicking ‘Complete Work’ followed by ‘Send Dunning’. This includes the Award Number. Award Full Name and transaction Comments.This dunning letter can be generated automatically when the Workflow Background Process runs. Award Short Name.

Enter the Promise Amount.3. Record any necessary notes. 12 . Record a Promise-to-Pay Promise Against a Single Transaction Navigate to the Transactions tab and highlight the necessary invoice. Click the ‘Payment Processing’ button. but this can be over-written. Promise Date and Payment Method (if required). Note: The total amount overdue for the transaction will default in the Promise Amount field. and click ‘Submit and Close’.

Once the promise becomes broken. the UWQ will be updated with a prompt in the Broken Promises view: 13 .

The Promise will also feature within the History tab: And a promise flag will appear on the transaction in the Transactions tab: 14 .

Mass Promise Navigate to the Transactions tab and select multiple invoices by holding down the Ctrl key (or the Shift key to select a range). Enter the Promise Date. Payment Method and Notes and click ‘Submit and Close’. 15 . Click ‘Payment Processing’ and navigate to the Mass Promise tab.

hold down the Ctrl key and click on desired transactions or hold down Shift to highlight a range). Right-click and select ‘View Notes’. Transaction-level Notes Navigate to the Transactions tab and highlight the particular transaction (if multiple transactions.4. 16 . Recording Customer Correspondence Account-level Notes Navigate to the Note tab and click ‘New’. Enter account-level note and click Save.

17 .Enter transaction-level note and click OK.

Viewing Notes History Navigate to the Notes tab: Use the ‘Related to’ button to find out what level the note was recorded at (account or transaction). 18 .

click ‘Update Details’.Updating Receivables Transaction Comments Advanced Collections notes entered through the Notes or Transactions tabs are only viewable within Advanced Collections (they will not appear in Receivables). This comment can be updated and viewed in both Receivables and Advanced Collections. The Grants and Debtors tab has been developed to include the ‘Comments’ field available against the transaction in Receivables. Navigate to the Grants and Debtors tab. 19 . To save the note. Select a transaction and enter notes in the ‘Comments’ field.

Enter the search criteria and click Find. 20 . Recording a Dispute Against an Invoice Change responsibility to Receivables and navigate to ‘Collections > Account Details’. with the dispute status updating in Advanced Collections immediately. Dispute an Invoice The invoice dispute functionality remains in Receivables.5.

The invoice will be identified as ‘in dispute’ within Advanced Collections: 21 .Enter dispute date and the disputed amount and save.

Enter a further description of the task if necessary and save. Navigate to the Tasks tab. 22 . Tab into the Owner Type filed and enter Employee Resource or Group Resource. Tab into the Owner field and enter the resource or group name (enter the first letter of the resource surname or group followed by % and tab). enter the task Type from the list of values and tab into the Subject field. Collections Tasks Tasks Tab The Tasks tab allows the collector to enter tasks that can be assigned to individual collectors or to a collector group. Prompts appear in the collector’s UWQ to action the pending tasks. Enter the task Subject (free-text field) and tab into the Start field to update if necessary.6.

UWQ Tasks Prompt Prompts for tasks appear in the UWQ under the ‘My Tasks’ work type: 23 .

Collections Tabs Profile The Profile tab holds Customer Profile information and various metrics.7. The Collector Name and the Include in Dunning field are key fields that are set within Receivables. 24 .

History The History tab displays all past activity against the account. 25 . dunning letters and promises to pay. This includes payments.

The Open Lines Listing displays all open transactions. including credits and payments (On Account and Unapplied).Accounts The Accounts tab includes a link to the Receivables Customers Standard screen and the Open Lines Listing. 26 .

Accounts in collections have a status of Delinquent. Litigation or Repossession can be applied to an account. 27 . A status of Bankruptcy. but the account would then drop out of Advanced Collections to be viewed by Collections HTML Manager.Lifecycle The Lifecycle tab allows a new status to be assigned to the account.

Aging The Aging tab shows the account debt by aging bucket. 28 .