COLLECTIONS POLICY
When there is a payment dispute on an AR balance and the G.M. determines that the Collections Manager (C.M.) needs to be involved, call the C.M. with the account info and timeline, and follow up with an email. The C.M. will make collection attempts. If unsuccessful the following steps will be taken:
1. The C.M. will inform the location via phone and email (the G.M. & a designated Admin).
2. The customer is marked as Do Not Service in Field Edge (note: reevaluate once the collection process is complete with goal to reinstate service to the customer).
3. The C.M. will perform a deed search and send to a designated admin at the location to prepare an intent. The intent will be sent out certified mail. A copy of the Certified Mail receipt will be attached to the lien copy and placed in customer file. The admin will mark the calendar for the date a lien can be attached and Cc: the C.M. on the calendar invite (to help ensure a deadline is not missed). (Note for Seattle location: for all excavation jobs the salesperson is required to get a “Notice To Owner” waiver signed time of sale. This ensures that the customer knows they waive their right to be notified of a lien attachment if such is needed. C.M. will confirm that such notice is on file when a lien needs to be sent.)
4. The C.M. will build a file with all documents, contracts, photos and download all call logs. The file will be shared with the location G.M. and designated Admin.
5. When the lien window expires (if the balance remains unpaid) a designated Admin at each location will attach a lien to the property. The G.M. or Admin should contact the C.M. one more time before we attach the lien so she can reach out to the customer one more time to attempt to resolve.
If unresolved:
1. A copy of the lien is to be saved in the customers file at the location and sent to the C.M., who will add it to the legal action file.
2. The C.M. and G.M. will communicate with the President/V.P. regarding next steps.
Adopted on 5/5/2022