Job Instruction Sheet: Undeliverable Quarterly Statement of Collections

Date/Version: 7/14/2025 - v.1

Process Owner: Customer Care Team

Review Cadence: Annually

Process/Purpose: Procedure for how to process returned Quarterly Collections Statement.
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Important Steps (WHAT?)

Key Points

(HOW?)

Artifacts

A logical segment of the operations that advances the work

Important actions in the steps that will: Make or break the job Make the job easier

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1 Undeliverable Quarterly Statement of Collections are received by U.S. Mail.
  1. Undeliverable Quarterly Statements are mailed out to SR each quarter and we receive all undeliverables.
  2. Identified by yellow return sticker and notice number ending in *263001 or *265001 For Spanish. (Notice number may change, but will be used on all offset notices for that particular quarter mailing).
  3. Sorted into the CP Bad Address basket and opened.
  
2 Notices are prepped.
  1. Yellow return sticker is peeled from envelope and affixed to page 1, careful to not cover address or case number.
  2. Discard envelope to shred bin.
  3. Notices are batched with no separator page.
  
3 Notices are scanned.
  1. Log into scanner workstation.
  2. Locate Capture Perfect program, double-click.
  3. Select DCSE Mail: CP-Bad Address.
  4. Clean Scanner
  5. Load prepped statements into scanner.
  6. Select Scan Button Next to the drop down menu.
  7. Record count when scanning complete for updating production log.
  8. Select Stop Scanning on dialog box and exit program.
  
4 Scanned Notices are run through parser.
  1. Launch Mail Parser 3.5 program from Desktop.
  2. Select Job Type: CP - Bad Address from drop down menu.
  3. Click on “Parse Scanned Mail” Button.
  4. The program will run and record the number of errors.
  5. EX: “Done Parsing Files, Files set for upload = 17, Errors Encountered = 12***Please See Error Folder.
  6. Exit Program, select OK on the Dialog box that says “WARNING: Files Exist in one or more of the Error Folders, Please be sure to manually process these files and remove them when completed”.
 Parser will extract case numbers from documents for indexing. If parser was unable to extract case numbers it will create error files that must be manually fixed in next step.
5 Manually parse documents that errored out.
  1. Launch Mail Errors by clicking the icon from Desktop.
  2. Click on CP Bad Errors Folder.
  3. Bring up the Mail Errors program and the CP Bad Errors, one on each monitor.
  4. Click and drag over all the files in the CP Bad Errors folder. You should now see them in the Mail Errors Program.
  5. Keep the CP Bad Errors Folder up.
  6. Select File Path from Mail Error Program to arrange by ascending or descending order.
  7. Select date field from the bar in the folder to arrange by ascending or descending order to match Mail Error Program.
  8. Select Create a work list & Mail Job Type
  9. Click CP- Bad Address from Drop down.
  10. Manually enter each case number from the photo file into the ATLAS Case Number field.
  11. Once all fields and errors are corrected, select send files to Onbase.
  12. Dialogue box will appear, select yes.
 
6 Documents are retained for 5 business days
  1. Add post it note with your initials and date scanned
  2. Documents are bundled with scanned documents, excluding T1, T3, MOD, NPA, and ARU, and are filed in CMI repository and purged after 5 business days.