Using the Collections Workbench

Overview

The Financial Management System Collections Workbench is a central workspace that presents a complete view of each customer. Collectors can perform their day-to-day activities, including accessing and completing action items directly from the Collections Workbench.

In this article you will view the Collections Workbench for the UGA Athletic Association to determine the best action to follow for any outstanding payments.

Note : This article was recorded using sample values. Actual values may differ in the production version of the UGA Financial Management System.

1. Step 1

Employee Self service homepage displayed with the Classic tile highlighted

First, log into the Financial Management System.

Click the Classic Home tile.

2. Step 2

Financial Management page displayed with the Collections Workbench link highlighted

To navigate to the Collections Workbench, select:

Main Menu > Accounts Receivable > Collections Workbench

3. Step 3

Collections Workbench page displayed with the SetID field highlighted

The Collections workbench page is displayed.

Enter the appropriate information into the SetID field. In the SetID field, enter " UGA01 ".

4. Step 4

Collections Workbench page displayed with the Unit field highlighted

Enter the appropriate information into the Unit field. In the Unit field, enter " 66001 ".

5. Step 5

Collections Workbench page displayed with the lookup magnifying glass in the Customer field highlighted

To locate the Customer, click the lookup magnifying glass to the right of the Customer field.

6. Step 6

Lookup Customer Window displayed with the ABAC Customer ID link highlighted

Click the appropriate Customer ID link.

7. Step 7

Collections Workbench page displayed with the Search button highlighted

Click the Search button.

8. Step 8

Collections Workbench page displayed with the Customer Details section highlighted

Use the Collections Workbench page to closely track and manage customer data from the day the customer receives a statement until it is paid or referred to a collection agency.

This page provides the collector with all of the information and metrics needed to perform these tasks.

9. Step 9

Collections Workbench page displayed with the Action List expand button highlighted

The system populates the Action List and Customer Details sections, and the Collections Workbench tabs with data for the selected search criteria.

Click the Action List expand section arrow.

10. Step 10

Collections Workbench page displayed with the Reassign Action link highlighted

You can click the Reassign Action link to reassign an action to another owner.

Click the Reassign Action link.

11. Step 11

Action Reassignment page displayed with the Reassignment section highlighted.

The Action Reassignment page is displayed.

This page is used to Reassign Collections Action to another Owner.

12. Step 12

Action Reassignment page displayed with the Close [X] button highlighted.

Click the Close link.

13. Step 13

The Customer Details section displays Address, Balance and Past Due information.

14. Step 14

Collections Workbench page displayed with the Primary Contact button highlighted

To view Primary Contact information, click the Primary Contact button.

15. Step 15

Update Contacts page displayed and highlighted

The Update Contacts page is displayed. The Customer Contact section displays a list of the Primary and all other Contacts for the Business Unit.

16. Step 16

Update Contacts page displayed with the Close [X] button highlighted

Click the Close link.

17. Step 17

Collections Workbench page displayed with the Last Statement Date link highlighted

To view the Last Statement, click the Last Statement Date link.

18. Step 18

The Customer Last Statement page is displayed if applicable. The Details section provides the Statement Amount and Current Amount due.

19. Step 19

To return to the Collections Workbench, you would click the Cancel button.

20. Step 20

Click the Credit Profile tab.

21. Step 21

The Credit Profile tab describes the current and past circumstances of the customer 's credit. You can see everything that you need concerning this customer's credit including the credit limit, risk score, and D&B rating.

22. Step 22

To view Customer Messages, click the Customer Messages link.

23. Step 23

Customer Messages will be displayed if they exist on the account.

There are no Customer Messages at this time.

24. Step 24

The Promises: Fiscal Year to Date box displays any Open, Kept, or Broken promises that apply to the customer. This information enables you to quickly determine whether this customer is reliable in keeping their promises to remedy any payment problems.

25. Step 25

In the Breakdown Balances section, the History ID field is used to identify the Customer 's Balance History

To display Past Due History, click the lookup magnifying glass next to the History ID field.

26. Step 26

Look Up History ID window displayed with the PASTDUE link highlighted

Click the appropriate History ID link.

27. Step 27

Click the Search button.

28. Step 28

The Customer History grid displays the PASTDUE information.

29. Step 29

The History field is used to search for All periods or Most Recent periods.

To change the History to Most Recent, click the drop-down arrow in the History field.

30. Step 30

Click the Most Recent list item.

31. Step 31

Click the Search button.

32. Step 32

The Customer History is updated to show the Most Recent History.

33. Step 33

The Payments tab displays the outstanding, complete payment information and payment performance for a customer .

Click the Payments tab.

34. Step 34

Payments tab displayed with the current payments info highlighted

The Payments tab displays current payments that have been received on the account.

35. Step 35

Because you selected a SetID , Customer, and Business Unit in the Collections Workbench header, the system displays the information for that specific business unit.

When you leave the business unit blank, the system displays the totals for all business units that apply to the selected customer.

36. Step 36

The Item List tab is used to view a breakdown of the total balance due based on each item. The Item List is identical to the Item List component (Accounts Receivable, Customer Accounts, Item Information, Item List).

Click the Items tab.

37. Step 37

Items tab displayed with the Account Overview section highlighted

Use the Item List section to view a breakdown of the total balance due based on each item.

38. Step 38

Items tab displayed with the Range field highlighted

To view a specific Item, click the Range box.

39. Step 39

Items tab displayed with the Search Result Totals section highlighted

Note: To see more information and how to use these tabs, refer to the article AR Review Item List.

40. Step 40

Items tab displayed with the **Multiple Currencies** section highlighted

Note: The Multiple Curriences under Search Result Totals

41. Step 41

Conversations tab displayed and highlighted

The Conversations tab enables you to view details related to the selected customer. You can filter and add conversations, and review the status of any promises made by the customer.

42. Step 42

Conversations tab displayed with the Add Conversations link highlighted

You can add a conversation directly from the Collections Workbench by clicking the Add Conversation link in the header region.

Click the Add Conversation link.

43. Step 43

Conversation page displayed and highlighted

The Conversation page is displayed. You can use this page to view, add, or update conversations.

44. Step 44

Conversation page displayed with the Close [x] button highlighted

Click the Close button.

45. Step 45

Conversation page displayed with the More Info button highlighted

The More Information icon will be displayed if there is a conversation entered on the Item.

Click the More Info button.

46. Step 46

Customer Conversations page displayed with the Run Control ID begins with search field highlighted

The Conversation Entries section of the Conversations page displays a Comment that has been entered on the Item.

47. Step 47

Customer Conversations page displayed with Run Control ID begins with the Close [X] button highlighted

Click the Close link

48. Step 48

Correspondence tab displayed and highlighted

The Correspondence tab enables you to search for and access statement and dunning letter details for the selected customer .

You can drill down to view statement details, view an online image of a statement, and send a statement by email all from this page.

49. Step 49

Correspondence tab displayed with the More Info button highlighted

The More Information icon will be displayed if there is Statement information available for you to review.

Click the More Info button.

50. Step 50

Customer All Statements page displayed with the Statement Date field highlighted

The Customer All Statements page is displayed. You can use this page to view the details of the selected statement for this customer.

51. Step 51

Customer All Statements page displayed with the Amount field highlighted

The Amount tab is displayed.

52. Step 52

Customer All Statements page displayed with the Dunnung Number/Date highlighted

If necessary, scroll to the right to view the Dunning Letters section.

You can use the Dunning Number field to search for and display a specific dunning number, and the Dunning Date field to search for and display any dunning numbers created on the selected date.

53. Step 53

Customer All Statements page displayed with the Letters section highlighted

The Letters section will display a More Info icon if a Dunning letter has been sent to the customer.

54. Step 54

Use the Aging tab to view current and past due balances, high balance and high past due balances, and the balance and past due balance dates for the selected customer .

Click the Aging tab.

55. Step 55

Aging tab displayed Aging Category Icon highlighted

To age the customer items during the next run of the Aging process, click the Update Aging icon.

56. Step 56

Customer Hierarchy tab displayed and highlighted

The Customer Hierarchy tab is not used at this time.

57. Step 57

The Contracts tab is not used at this time.

Additional Information:

Prior to contacting a customer or completing an action, the collector can use the Collections Workbench to review a customer's history, such as the average days it takes a customer to pay, the number of days the balance is outstanding, any past due balances, and any previous broken promises. With this information at hand, the collector can contact the customer and hopefully, work out a plan for payment. If the customer does not make a commitment to pay, the collector can use the Collections Workbench to place the customer on credit hold and add an action to follow up in a specified number of days. If the customer agrees to pay within a certain number of days and does not pay, the collector can use the Collections Workbench to send a dunning letter. The collector can continue to follow up with the customer, and, after reviewing several broken promises, can use the Collections Workbench to mark the customer in collections and refer the customer to a collection agency.

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Overview

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