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By: Nassau County Tax Collector’s Office.  How Out of State(OOS) Titles were tracked  Problems  How OOS Titles are tracked now.

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Presentation on theme: "By: Nassau County Tax Collector’s Office.  How Out of State(OOS) Titles were tracked  Problems  How OOS Titles are tracked now."— Presentation transcript:

1 by: Nassau County Tax Collector’s Office

2  How Out of State(OOS) Titles were tracked  Problems  How OOS Titles are tracked now

3  Title work was initially received via mail: ◦ Title’s VIN and customer’s name logged (paper) ◦ Title work placed in “Title Box” ◦ Customer called (if phone# available)  Not logged ◦ If no phone contact, Customer notification letter sent  Not logged  Little control or consistency of letters  Title work was sent to branch offices as requested by customer ◦ Not logged consistently

4  Customer called about their Title work: ◦ CSR would have to find Title work:  Leave workstation  Dig thru branch “Title Box”  If not there, call other branches and have another CSR dig thru other branch “Title Box” ◦ CSR could only let customer know “We got it…” ◦ CSR could ask for title work to be sent to other branch, but no means to track.

5  Where’s the “Title Box”?  Did anyone call customer? ◦ Who, when and what was said?  Did the customer call back? ◦ Who, when and what was said?  Did anyone send a notification letter?  What branch is the Title work at? ◦ Why is it there?  Did the Title work get processed? ◦ By who and when?  Was the Title work sent back to dealer/lien holder? ◦ By who and when?

6  Title work is initially received via mail: 3 ◦ Title work information logged into system:  Who and when  Title Info  Customer Info  Which branch the Title work is located at ◦ Customer Correspondence  Phone  Who, when, and what was said.  Uniform Letters  Who, when, and copy of letter(electronic).

7  Customer calls about their Title work: ◦ Any CSR at Any branch:  Has all Title/Customer information at their fingertips.  Has all customer correspondence history.  Can input phone conversations in system.  Can request title work “routed” to any branch.

8  Title work 30 days old with no contact with customer: ◦ flagged for a uniform “Warning Letter”:  Generated by system  Logged in system  Sent to customer

9  10 days after “Warning Letter” has been sent: ◦ flagged for a uniform “Dealer/Lien Holder Return Letter”:  Generated by system  Logged in system  Sent to Dealer/Lien Holder

10  Back Office Staff roles: ◦ Input initial title/customer info. ◦ Make initial phone call attempt.  If no phone contact, Send initial notification letter. ◦ Daily monitor:  Titles to be routed to different branches.  Title warning letters.  Titles that need to be sent back to Dealer/Lien Holder. ”Designated personnel” could assume these roles

11  Yes, however there will need to be modifications specific to your office. ◦ Users  The system identifies users by their windows login name they are logged in with. ◦ Locations  I will need to modify the location names to match your locations. ◦ Default Location Titles are received at  I will need to designate. ◦ Letters  You will need to provide your office’s letterhead for me to incorporate into all the letters.

12  Prerequisites ◦ Microsoft Access 2003 or later on all PC’s which will need to run it. ◦ Fileserver accessible by all PC’s which will need to run it.  Optional (but preferred) ◦ MS SQL Server instance in place to add back-end Tables.

13  Mitchell Wilson mwilson@nassautaxes.com 904-491-7418  Erica DuPree edupree@nassautaxes.com 904-491-7419


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