Agmt09 MuniServices, LLC (2) - Laserfiche WebLink

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Once all debt referral files have been cleaned, prepared and standardized, and after the language for the collection letters has been reviewed and approved, MuniServices begins the initial debt collection mailings. Normally, this occurs within 30 days of the initial account referral. MuniServices initial contact on each referred account will be via written correspondence. All MuniServices correspondence clearly identifies MuniServices as an agent of the City of Redwood City. MuniServices correspondence will inform the debtor of their outstanding liability and request that they resolve this matter by submitting payment in full of the identified balance. For those debtors who contact MuniServices via its National Customer Services Center, a MuniServices Account Representatives will ask for payment of the balance in full and also verify and update contact information of the debtor and any pertinent collections information including the place of employment. If the debtor cannot make payment in full, Account Representatives are skilled in negotiating a payment agreement that meets both the acceptable payment agreement parameters as directed by the City, as well as collecting the largest amount of money in the shortest amount of time. MuniServices Account Representatives will handle all calls with professionalism, courtesy and respect. The full case assignment receives the first mailings, including the most aged accounts, regardless of the amounts owed. It is MuniServices experience that the effectiveness of these first mailings derives principally from the formal announcement that the pursuit of the debt has been referred to a private contractor as the "Collection AgenY' on behalf of the City. It is during the initial mailing cycle that assignments to case representatives at MuniServices are made. Assignments are made on the basis of the amount involved (with the most skilled and experienced Account Representatives getting the high valued accounts), technical difficulty and the extent of prior collection activity. Collection Services. In addition to providing the Discovery and Audit Services listed in the Agreement, the Consultant shall also provide the Local Tax Compliance collection service for City by collecting on delinquent tax-related accounts referred by the City. These accounts shall only consist of those referred by the City and not those accounts subject to the Discovery and Audit services mentioned in the Agreement. MuniServices shall collect on those tax-related delinquent accounts the City designates for collection. MuniServices and City may also mutually agree for MuniServices to collect non tax- related delinquent accounts if City and MuniServices agree on scope of that collection service and the compensation. After testing a sample file and identifying all record fields/codes to assure proper reading of the information and receiving the City's approval on the invoice form and/or content of the collection letters, MuniServices will start generating collection notices and making phone calls. MuniServices is not authorized to and shall not take legal action on the City's behalf to collect on accounts. MuniServices will complete the following tasks as part of their collection services: a. analyze the referred accounts; ATTY/AGR/2013/AMENDMENTS/AMEND N0.5 MUNISERVICES REV:04-23-13 MLG Page 2 of 4