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RC Office

Quick Reference Guide

v1.0 – 2/26/2016

RC Office Quick Reference Guide 1

© 2015 MBSi Corp., all rights reserved.

Contents How to Log into RC Office ................................................................................................................................. 2

Initial Login .................................................................................................................................................... 2

Forgotten Password ....................................................................................................................................... 2

Resetting a Password .................................................................................................................................... 3

Password Requirements ................................................................................................................................ 3

How to Search for Assignments ......................................................................................................................... 4

Search Results Grid ................................................................................................................................... 4

How to Access an Assignment .......................................................................................................................... 5

Assignment Detail at a Glance ....................................................................................................................... 5

Assignment Actions ....................................................................................................................................... 6

Assignment Activity Actions ........................................................................................................................... 6

Add Update ................................................................................................................................................ 6

Add Note .................................................................................................................................................... 7

Export Activity ............................................................................................................................................ 7

How to Accept an Assignment ........................................................................................................................... 8

How to Reject an Assignment ............................................................................................................................ 9

How to Place an assignment in Dispatch Pending Status ................................................................................ 10

How to Transfer an Assignment to a Different Location ................................................................................... 11

How to Enter an Update .................................................................................................................................. 12

How to Complete the Pre-Recovery Evaluation Form ...................................................................................... 13

How to Place an Assignment in On Hook Status ............................................................................................. 14

How to Complete the Asset Recovery Form .................................................................................................... 15

Asset Recovery Form .................................................................................................................................. 15

Asset Recovery Photos ............................................................................................................................... 16

Storage Lot Check-in ................................................................................................................................... 17

How to Delete an Asset Recovery ................................................................................................................... 18

How to Place an Assignment on Hold .............................................................................................................. 19

How to Suspend an Assignment ...................................................................................................................... 20

How to Close an Assignment ........................................................................................................................... 21

How to Send an Assignment to History ............................................................................................................ 22

Locating Assignments in History .................................................................................................................. 22

How to use the RC Mobile Incomplete Queue ................................................................................................. 23



How to Log into RC Office This section will provide basic instructions on logging into RC Office (RCO) for the first time, what to

do if a user forgets his/her password, how to reset a password, and password requirements.

Initial Login When a user logs into RCO for the first time,

he/she will be required to accept the

Recovery Connect Office End User

License Agreement (RCOEULA) to gain

access to the system. Click I Accept.

Forgotten Password

If users cannot recall their password, they

can request to reset it and receive a temporary password via

email. On the RC Office Login interface, click Forgot Password.

A dialogue will display

requesting the User ID. Enter

the user ID and click Send

Email. The dialogue will

confirm that the email was

sent. Click OK.

The email will have a temporary

password to be used when resetting

the password. Go to the RCO Login

page, enter the User ID and temporary

Password, and click Login.

Enter the Old Password, create a New Password, re-enter it in

the Confirm Password field, and click Confirm.

Upon successful login, the RC Office Main Interface will display.



Resetting a Password When a user’s password has been reset by an

administrative user for any reason1 use the

following procedure to reset a password:

Go to the RCO Login page and enter the User ID

and previous Password2, and click Login.

Enter the Old Password, create a New Password, re-enter it in

the Confirm Password field, and click Confirm.

Upon successful login, the RC Office Main Interface will display.

Password Requirements When creating a password for access into RCO, the following default criteria will apply3:

Password must be at least six (6) digits long

Password must contain at least one (1) number

Password cannot use the same character three (3) times in a row

Password cannot contain the user’s Login ID

Password must have at least one special character [ _ ! @ # $ % ^ & ~ , : ? ]

Password must contain at least an upper case letter

1 This procedure does not apply to situations where the user has forgotten his/her password, in such cases use the Forgot Password feature on the login interface. See the “Forgotten Password” section for more detail. 2 If the administrative user created a temporary password for the reset, use that password on this step. 3 These are the default requirements for a generic company. Password requirements may differ based on a specific company’s setup.



How to Search for Assignments The Search interface allows users to find and audit assignments. To access the

interface, go to Assignment > Search.

To run a basic search for

assignments, enter one or more of the

search criteria on the Search

interface, and click Search.

The interface will refresh and the results grid will display the assignment(s) that matches the criteria.

To run an advanced search,

click the Advanced Search

link and select additional fields

to consider, and then click

Search.

Assignments matching the search criteria will display in the Search Results grid.

Search Results Grid

The Search Results grid displays assignments retrieved during searches.



How to Access an Assignment Click the View Assignment button on the Search interface to display the Assignment Detail

interface of the assignment.

Assignment Detail at a Glance

The Assignment Detail interface of the assignment displays all assignment information. It is divided

into the following sections:

Assignment Alerts – display when a task related to a form has not been completed or the

assignment status is On Hook.

Assignment Information – displays basic assignment information such as RCO ID #,

assignment status, assignment type, etc.

Asset Information – displays basic asset information such as VIN #, year/make/model

information, storage status and location.

Lender Instructions – displays special instructions text inputted by the lender during

assignment creation.

Agent Instructions – allows vendors to add special instructions-like text for vendor users to

review. Simply type into the text field and click “+” to add a note.

Debtor Information – displays information about the lender’s primary customer and other

debtors on the account.

Client Information – displays information about the lender that generated the assignment.

Assignment Activity – displays a summary of vendor created updates and lender created

notes in one place to facilitate review of communication on the assignment.

Assignment History – displays a summary, historical account of assignment processing

activity and whether it was done by a lender or vendor user.



Assignment Actions The Assignment Actions menu provides access to functionality that allows vendors to process

assignments through various stages in the assignment’s life cycle.

Assignment Activity Actions The Assignment Activity section of the interface has the following three action buttons:

Add Update

Clicking this button displays the Assignment Update dialogue where users can create an update for

review by the lender.



Add Note

Clicking this button displays the Assignment Note dialogue where users can create a note for review

by the lender.

Export Activity

Clicking this button creates an Excel spreadsheet that displays assignment activity.



How to Accept an Assignment Vendors can use the Accept option on the Assignment Actions menu of the Assignment Detail

interface of an assignment to accept it and begin recovery activity on the assignment.

When clicked, the Accept option displays the Dispatch to Agent dialogue. Select a Location (if

necessary), and an Adjuster from their respective dropdowns and click Save.

The assignment’s status will be set to New.

Agents can now access the assignment on RC Mobile (RCM) or continue processing the assignment

in RCO.



How to Reject an Assignment Vendors can use the Reject Assignment option on the Assignment Actions menu of the

Assignment Detail interface of an assignment to decline it.

When clicked, the Reject Assignment option displays the Reject Assignment dialogue. Enter a

reason for the rejection in the note field and click Save.

A confirmation dialogue will display, click Yes to reject, No to return to the Reject Assignment

dialogue.

The assignment’s status will be set to Rejected, History.



How to Place an assignment in Dispatch Pending Status Vendors can use the Place in Dispatch Pending option on the Assignment Actions menu of the

Assignment Detail interface of an assignment to provisionally accept it while waiting for additional

information and/or fee approval.

When clicked, the Place in Dispatch Pending option displays the Place in Dispatch Pending

dialogue. Enter a reason for the action in the note field and click Save.

A confirmation dialogue will display asking the user whether he/she would like to send an email to the

representative with the dispatch pending note. Click Yes to change the status to Dispatch Pending

and send the email to the representative. Click No to change the status to Dispatch Pending without

sending the email to the representative.

The assignment’s status will be set to Dispatch - Pending and (if yes was selected) an email will be

sent to the rep.



How to Transfer an Assignment to a Different Location If an assignment needs to be transferred from one vendor company location to another, use the

following procedure.

Search for and open the Assignment Detail interface of the assignment. Go to Assignment Actions

> Transfer to Location.

The Transfer to Location dialogue will display. Select the destination location for the transfer from the

Location dropdown and click Save.

The assignment’s status will be set to Dispatch and the assignment will be placed with the new

location.

It is ready to be dispatched to an agent in the new location. Use the Accept option from the

Assignment Actions menu to assign it to an agent in the new location.



How to Enter an Update Vendors can use RCO’s update functionality during the life cycle of the assignment to provide their

lender with important information. To enter an update:

Click Add Update on the Assignment Detail interface of the assignment, or select Assignment

Update from the Assignment Actions menu.

The Assignment Update dialogue will display.

Select an Update Type.

Select an Item (if available).

Enter update text on the Note text field.

Click Save.

This will create a basic update. The update will be added

to the Assignment Activity grid on the assignment and

the lender will be notified that the assignment has been

updated.

There are additional options when creating an update, use them in conjunction with the steps outlined

above as necessary.

Make Private – will set the update’s visibility to “Private”. When selected, only internal vendor

users will be able to see the update, and it will be hidden from the lender.

Made Contact – will flag the update and inform the lender that contact was made with the

debtor.

Macro – this dropdown displays a list of company approved pre-written updates for use by

their users.



How to Complete the Pre-Recovery Evaluation Form The Pre-Recovery Evaluation allows agents who have located an asset to provide their lender with

information regarding the asset’s condition in order to help the lender representative make recovery

related decisions. The assignment must be in the New, or Active, or Recovered status to have access

to this form.

To complete a Pre-Recovery Evaluation form:

1. Open the assignment go to Assignment Actions > Pre Recovery Evaluation.

2. Select Pre Asset Recovery.

3. Fill out the Pre Asset Recovery form (fields in red are required) and upload pictures as

required4. When finished, click Submit Pre-Recovery.

The Pre-Recovery Evaluation form will be generated and placed on the Attachments section

of the Assignment Detail interface. The image(s) taken during form processing will be

available there as well.

4 Users may be required to complete additional fields or upload additional pictures based on the responses given on the different response fields.



How to Place an Assignment in On Hook Status When an agent is repossessing an asset but does not have the time to complete an Asset Recovery

form at the time of recovery, the agent can use the On Hook tool to quickly notify the lender that the

asset has been picked up.

To use the On Hook functionality, go to Assignment Actions > Assignment Documents > On

Hook.

A confirmation dialogue will display. Click Confirm On-Hook.

The assignment’s status will be set to Recovered Pending, and an assignment alert will be placed on

the assignment stating that the status change has taken place.

The vendor must complete the Asset Recovery Form before the assignment will be set to a status of

Recovered.



How to Complete the Asset Recovery Form When an agent locates and recovers the asset on an assignment, they can indicate that the recovery

has taken place by completing the Asset Recovery form (AR). Completing the AR will set the

assignment’s status to Recovered. Assignments must be in the New or Active status in order for the

assignment to be eligible for recovery.

The AR must be completed in three steps Asset Recovery form, Asset Recovery Photos, Storage

Lot Check-in.

Asset Recovery Form

To complete an AR form, locate and open the assignment. Go to Assignment Actions >

Assignment Documents > Asset Recovery.

The Asset Recovery form will display. Fill out the form (all fields highlighted in red are required)5 and

click Submit Asset Recovery.

5 Users may be required to complete additional fields based on the responses given on the different response fields.



The assignment’s status will be set to Recovered. Additionally, Assignment Alerts will be recorded

on the assignment describing the tasks that are yet to be completed to finish the recovery process.

Asset Recovery Photos The next step in the recovery process is to take photos of the asset using the Asset Recovery

Photos feature. It can be accessed by navigating to Assignment Actions > Assignment

Documents > Asset Recovery Photos.

The Asset Recovery Photos interface will display and will require that the user upload multiple

photos of the asset from different angles6. When finished uploading photos click Submit Recovery

Photos.

The photos will be uploaded to the Attachments section of the assignment and can be viewed there.

Additionally, the Asset Recovery Photos required alert will be removed from the Assignment Alerts

section of the assignment.

6 The amount of photos that will be required depends on responses gathered during Asset Recovery form and/or Pre-Recovery Evaluation form completion.



Storage Lot Check-in The final step in completing the Asset Recovery process can be completed using the Storage Lot

Check In feature. Navigate to Assignment Actions > Assignment Documents > Storage Lot

Check In.

The Assignment Action dialogue will display. Select a lot from the Storage Lot dropdown and click

Check In.

The storage lot check in alert will be cleared. The Asset Recovery process is now complete.



How to Delete an Asset Recovery Enabled users can delete an Asset Recovery on an Assignment7.

To delete an asset recovery:

1. Search for an open an assignment.

2. Navigate to Assignment Actions > Assignment Documents > Asset Recovery.

3. On the Asset Recovery interface, click Delete Asset Recovery.

4. A confirmation dialogue will display.

a. Click Yes to delete the Asset Recovery

b. Click No to return to the Asset Recovery interface.

The assignment’s status will be set to New, all tasks on the Asset Recovery will be cleared as if they

weren’t started, and all photos taken during completion of the previous Asset Recovery will be

deleted. A history note about the deletion will be recorded.

7 Access to Recovery Deletion functionality is determined by a company’s administrative user. If you feel you should have access to this functionality, contact your company’s RCO administrator. Additionally, Asset Recovery Deletion is not available on Online lender assignments.



How to Place an Assignment on Hold Placing an assignment in the Hold status indicates that the lender has temporarily halted

repossession activity on the assignment prior to the recovery taking place.

Assignments must be in the New, Active, or Suspend status in order for the assignment to be eligible

for a hold.

When an assignment needs to be placed in the Hold status8, locate and open the assignment. Go to

Assignment Actions > Default > Hold on the Assignment Details interface.

The Hold dialogue will display. Enter the reason that the assignment is being placed on hold and click

Save.

The assignment’s status will be set to Hold.

A record regarding the hold action will be added to the Assignment Activity grid.

8 This functionality is not available on assignments where it is restricted based on the lender’s business rules.



How to Suspend an Assignment Placing an assignment in the Suspend status indicates that the vendor has halted repossession

activity on the assignment prior to the recovery taking place while waiting for information or fee

approvals from the lender. Assignments must be in the New or Active status in order for the

assignment to be eligible for this status.

When an assignment needs to be placed in the Suspend status9, locate and open the assignment.

Go to Assignment Actions > Suspend on the Assignment Details interface.

The Suspend dialogue will display. Enter the reason that the assignment is being placed on suspend

an d click Save.

The assignment’s status will be set to Suspend.

A record regarding the suspend action will be added to the Assignment History grid.




How to Close an Assignment Closing an assignment indicates that the lender has completely halted repossession activity on the

assignment prior to the recovery taking place.

Assignments must be in the New, Active, Hold or Suspend status in order for the assignment to be

eligible for a close.

When an assignment needs to be placed in the Closed status10, locate and open the assignment. Go

to Assignment Actions > Default > Close on the Assignment Details interface.

The Close dialogue will display. Enter the reason that the assignment is being closed and click Save.

The assignment’s status will be set to Closed.

A record regarding the hold action will be added to the Assignment History grid.




How to Send an Assignment to History Send to History functionality archives the assignment and removes it from any active queues where it

might be displayed otherwise.

Assignments must be in the Closed or Recovered status in order to be sent to history.

Additionally, users should make sure that all post-close and post-recovery activity (e.g. invoicing, etc.)

has taken place prior to sending an assignment to History status.

When an assignment is in the Closed or Recovered status, go to Assignment Actions > Default >

Send to History.

The assignment’s status will be set to Closed-History or Recovered-History depending on the

assignment’s status prior to the history action.

Locating Assignments in History If users desire to find one or more assignments that have been sent to History, they can search for

the assignment(s) on the Search Interface. Simply enter the search criteria, and ensure that the

Include History checkbox is selected when running the search.



How to use the RC Mobile Incomplete Queue The Incomplete Queue interface allows users to audit assignments which are missing one or more

required tasks on post-recovery actions. It displays by default upon successful login.

The interface can be accessed at any time by navigating to Menu > Assignments > RCM

Incomplete Queue.

The RC Mobile Incomplete Queue lists assignments matching one of the following criteria:

In progress –assignments in which an action (e.g. Pre-Asset Recovery, Asset Recovery) has

been initiated, but not all tasks on the action have been completed.

On Hook – assignments on which the On Hook functionality has been used when recovering

the asset. These assignments are in Recovered-Pending status, and are awaiting the

completion of the Asset Recovery.

Asset Recovery Photos – assignments on which an Asset Recovery form has been completed

but are awaiting completion of the Asset Recovery Photos form.

Asset in Transport – assignments in which an Asset Recovery has been initiated but the

Storage Check In process has not been completed.

Click the View Assignment button to access the assignment.