Recovery Connect FAQs

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As you are aware, Santander Consumer USA Inc. (SC) and Chrysler Capital (CCAP) have decided to use MBSi’s Recovery Connect as the platform of choice to manage their assignment portfolio going forward. We are sure you have many questions regarding the transition. That is why we created a frequently asked questions (FAQs) page to help address any questions or concerns you may have. MBSi built the Recovery Connect platform with you in mind, and we hope you will share our excitement as you start to use all the features available. Click here to download a PDF version of the Recovery Connect FAQs.

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Recovery Connect Information

[/vc_column_text][vc_toggle title=”What is Recovery Connect App Exchange?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Recovery Connect App Exchange (RCAE) is a cutting edge platform with a collection of apps to better manage recovery operations. The Recovery Connect apps increase communication between the repossessor and the lender and automates the recovery process for everyone involved. The Recovery Connect suite is comprised of an office and mobile version. The office version (RC Office) allows repossession companies to manage assignments, users, and locations. The mobile version (RC Mobile) allows repossessors to provide updates on the asset recoveries. They can capture photos, submit recovery updates, complete asset evaluations, order keys, and much more all within the mobile app.

[/vc_toggle][vc_toggle title=”Who is requiring my company to sign up?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

The Recovery Connect (RC) signup is a direct SC/CCAP initiative, and all national forwarders doing business with SC/CCAP are being required to sign up to ensure that all SC/CCAP assignments are updated and recovered via RC Mobile. Your requirement to sign up may come from SC/CCAP directly or from one or more of the national forwarders.

[/vc_toggle][vc_toggle title=”Why is signing up for Recovery Connect important?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Recovery Connect (RC) has been selected by SC/CCAP as the platform of choice to manage their assignment portfolio. Subscribing to the RC platform will satisfy the SC/CCAP mandate to all national forwarders doing business with SC/CCAP. Signing up for RC will allow repossessors to recover and process SC/CCAP assignments either from SC/CCAP directly or through a national forwarder. Assignments must be recovered using RC to properly capture the required data.

[/vc_toggle][vc_toggle title=”What are the Recovery Connect Apps?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]MBSi’s products and services are available to be purchased as apps within the Recovery Connect App Exchange (RCAE). The SC/CCAP mandate requires the use of three apps:

RC Office: The desktop app of Recovery Connect helps repossession companies manage and track recoveries in real time and supports the SC/CCAP required functionality of RC Mobile. RC Office is MBSi’s “Next Generation” assignment management application that will continually be upgraded based upon the ever changing industry and technology landscape.

RC Mobile: The Recovery Connect Mobile app gives repossessors immediate access to assignment information in the field. They can submit updates on an assignment to instantly notify the lender. RC Mobile simplifies the recovery process by allowing repossessors to search assignments, complete asset recovery tasks, capture photos, request keys, and confirm asset storage location which auto generates an Asset Recovery Evaluation report right in the palm of their hand.

Vendor Comply (VC):  VC is an automated complaint management and tracking solution that is fully integrated with Recovery Connect. This allows lenders to attribute a complaint to the specific assignment and to provide a timely resolution by scheduling follow-ups and tasks. VC also has automated monthly reporting for lenders to receive complaint reports from each vendor.

[/vc_toggle][vc_toggle title=”Why are the apps important?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

The apps must be activated before you can access the features within each product or service. The Recovery Connect App Exchange gives you access to many products and services in a centralized location. Each app adds a unique benefit to your repossession business. For example, the Vendor Comply app offers repossession companies a full line of complaint management tools.

[/vc_toggle][vc_toggle title=”Why is Recovery Connect distributed in apps?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Apps allow you to select and activate only the services that you need. You can pick and choose from the apps that contain features that you will utilize. This ensures a more custom fit solution for all of our users.

[/vc_toggle][vc_toggle title=”Why do I not have access to the additional apps and when will they be available?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

The only apps required to accommodate the SC/CCAP initiative are RC Office, RC Mobile, and Vendor Comply. Additional apps will be available as they are launched.

[/vc_toggle][vc_toggle title=”How do I activate an app?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]On the Recovery Connect App Exchange, click “Activate” under the specific app that you would like to activate. A new screen will pop up, allowing you to enter locations and users. After entering all required information, click “Click here to Activate App” and accept the “Recovery Connect App Activation” disclaimer. Once accepted, the credit card on file will be charged and the app will be activated.

Please note an administrator for your company must complete the sign up process for Recovery Connect in order to access the RC App Exchange.[/vc_toggle][vc_toggle title=”How do my users gain access to the app’s functionality?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

After clicking “Activate” on an app in the Recovery Connect App Exchange, a window will open up allowing you to add users to the app.

[/vc_toggle][vc_toggle title=”What are the functionalities of each app?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Within the Recovery Connect App Exchange you can select the “more” button within the app to see additional detailed information. You can also contact our sales staff at (602) 864-7847 or visit our website at mbsicorp.com to learn more about the apps.

[/vc_toggle][vc_toggle title=”Will my current integrations such as DRN, RDN, etc. continue to be supported?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Yes. MBSi has over 300 integrations and partnerships that will continue to be supported within Recovery Connect.

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Signing up for Recovery Connect

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MBSi’s goal is to create a more cost effective and efficient process for providing technology solutions to the industry. All recoveries for SC/CCAP assignments must be completed using the Recovery Connect Mobile app.

[/vc_toggle][vc_toggle title=”When can I start signing up and when is the deadline to complete sign up? ” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

MBSi has developed extensive training manuals and how-to-guides that can be found at mbsicorp.com/additionalresources. SC/CCAP and your national forwarders request that you complete the signup process as soon as possible.

SC/CCAP has mandated that effective 05/01/2017, all recoveries need to be submitted via the Recovery Connect Mobile application. In rare cases of emergency or under special circumstances, an agent can utilize Recovery Connect Office to report a repossession. SC/CCAP will review the usage of these two platforms closely to ensure this requirement is being followed appropriately.

[/vc_toggle][vc_toggle title=”If I am a current MBSi user, how do I gain access to Recovery Connect?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

Users will need to subscribe to Recovery Connect App Exchange and activate the RC Office, RC Mobile, and Vendor Comply apps. Directions, support, and training materials can be found at mbsicorp.com/additionalresources.

[/vc_toggle][vc_toggle title=”If I am not a current MBSi user, how do I sign up?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

On a desktop PC or laptop, open an internet browser and go to mbsicorp.com/signup. Follow the instructions and fill out the form on the page to begin the signup process. You will receive an email with further details on how to complete the signup process.

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Downloading/Installing Recovery Connect

[/vc_column_text][vc_toggle title=”How do I download RC Office and Vendor Comply to my desktops?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

After signing up on mbsicorp.com/signup, you will receive an email that contains Recovery Connect App Exchange (RCAE) download instructions along with a link to download RCAE onto your computer. After you download RCAE, you can activate the RC Office, RC Mobile, and Vendor Comply apps within the Recovery Connect App Exchange.

[/vc_toggle][vc_toggle title=”What platforms or devices will we need to access the applications?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

  • RC Office
    • Computer
      • Intel i3 (or AMD equivalent) processor or higher
      • 4 GB RAM, 250MB Disk Space
  • Operating System
    • Microsoft Windows 7 or newer operating system
    • Microsoft .NET Framework v4.5
  • Internet Connection
    • A broadband connection with a minimum of 1.5mb/sec download and 512kb/sec upload is highly recommended.
    • 1-5 installations at the same location: 1.5mb/sec download and 512kb/sec upload.
    • 6-10 installations at the same location: 3.0mb/sec download and 1.0mb/sec upload.
    • 11 or more installations at the same location: 6.0mb/sec download and 1.5mb/sec upload.
  • RC Mobile
    • Device
      • On board camera required
  • Operating System
    • Android – v4.0.3 or higher
    • iOS – v9.0 or higher
  • Data Connection (required)
    • WiFi/Hotspot or 4G/LTE connection is recommended
    • 3G connection is minimum supported

[/vc_toggle][vc_toggle title=”How do I download RC Mobile to my phones?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

RC Mobile can be downloaded from the Play Store on Android devices or the App Store on iOS devices by searching “RecoveryConnect”.

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Utilizing Recovery Connect

[/vc_column_text][vc_toggle title=”When am I required to use RC Mobile and its features?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

You will be notified by SC/CCAP directly or from your national forwarder regarding the RC required start date. In the interim, it is strongly recommended that you complete the RC signup process and training.

[/vc_toggle][vc_toggle title=”Are any of these requirements new to the recovery process?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

All SC/CCAP assignments must be recovered using Recovery Connect, with the recovery data entered via RC Mobile. Repossessors will notice that the Asset Recovery process within RC Mobile is comprised of three tasks: Asset Recovery Form, Asset Recovery Photos and Storage Lot Validation.  While the completion of the Asset Recovery Form changes the assignment to Recovered, all three tasks are required to complete the recovery process.

[/vc_toggle][vc_toggle title=”Will I also have to submit a separate condition report for each recovery?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

No. RC Mobile will automatically create and send the Asset Recovery Evaluation (ARE) report for you once all three Asset Recovery steps are completed. SC/CCAP will accept the ARE and no additional CR is required.

[/vc_toggle][vc_toggle title=”What additional functionality is available for me to use?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]RC Mobile has many unique features that will help you increase efficiency and productivity. Below are just a few of the features of RC Mobile:

  • For starters, RC Mobile has multiple methods to search for an assignment including a QR Code Reader and an Incomplete Queue. With the Incomplete Queue, you can quickly identify assignments that have started the recovery process, but have yet to be completed.
  • Other features include the automated creation of a Pre-Recovery Evaluation after the Pre-Asset Recovery and Pre-Asset Recovery Photos are completed.
  • An additional “On-Hook” feature in the Asset Recovery step allows you to update the status of the assignment to Pending Recovery when time or conditions do not permit the immediate completion of the Asset Recovery Form.

These are a few of the many functions within RC Mobile that will be available to you immediately after you download the app.[/vc_toggle][vc_toggle title=”When will I receive the first Recovery Connect enabled assignments?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

You will be notified by SC/CCAP directly or from your national forwarder with the specific start date. At that time, you will begin to receive assignments through Recovery Connect. Prior to the start date, you will be asked to attend an introduction to Recovery Connect App Exchange, RC Mobile, and RC Office, and Vendor Comply webinar.

[/vc_toggle][vc_toggle title=”Does RC Mobile track my location at all times?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

No! This is called “Passive Geo-Location Services” and RC Mobile does not utilize this service. RC Mobile, like many other iOS and Android applications, uses the phone’s Location Services to record a user’s current location when completing tasks such as Updates and Asset Recovery.  When a user completes a RC Mobile Update, for example, RC Mobile places a date, time, and location stamp within the update text. RC Mobile uses the phone’s Location Services by default but, like other apps using this service, it can be turned off by the user in the phone’s settings.

[/vc_toggle][vc_toggle title=”Can I use a single login (user ID) for multiple users?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

No. RC Office and RC Mobile can be downloaded and installed on multiple devices, however, each user will require a unique login ID. The user’s login ID can be used to access his/her own Recovery Connect account on any device.

[/vc_toggle][vc_toggle title=”For Recovery Connect enabled assignments, what functionality am I allowed to use in iRepo, Re-Pros, PRIOS, etc?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

This is currently a SC/CCAP only initiative, and you will still be required to use iRepo and Re-Pros for all other MBSi clients. MBSi will inform you when additional clients adopt RC.

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Recovery Connect Fees

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You can download a summary of the Recovery Connect App Fees here. This document will include information regarding specific fees for the individual apps and billing policies.

[/vc_toggle][vc_toggle title=”Who do I contact if I have questions about Recovery Connect?” style=”rounded_outline” color=”blue” size=”sm” open=”false”]

If you have any questions or issues with Recovery Connect, please contact MBSi Support at (602) 864-7847, or via email at sales@mbsicorp.com.

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