Specifications include, but are not limited to: A second placement collection vendor to collect on defaulted alternative education loans with minimal or no collection recovery since placement with the primary collection vendor, Premiere Credit of North America, LLC. 1. Coordinate and communicate activities. The offeror must fully coordinate and communicate about its activities with ACPE during the course of the contract. 2. Contract Liaison. The offeror must designate a Primary Contractual Contact, a Day-to-Day Contact and an Alternate Day-to-Day Contact to act as liaisons for inquiries pertaining to the business relationship between ACPE and the offeror. Verbal and written requests from ACPE must be acknowledged within 24 hours of receipt. The offeror must provide ACPE with access to a staff member with system access and management decisionmaking authority Monday through Friday, 8:00 AM to 5:00 PM Alaska Standard Time. 3. Complaints. The offeror must maintain a comprehensive record of all complaints that relate to the servicing of ACPE borrower/cosigner accounts, including at a minimum the date the complaint was received, the name of the complainant, the complainant’s relationship to the debtor (if the complainant is someone other than the debtor), the nature of the complaint, whether it was verbal or written, any documentation pertaining to the complaint and the resolution. The offeror must provide ACPE a record of all complaints on at least a quarterly basis, no later than the 10th of the month following the end of each quarter. Third party complaints must include complaints from the following, but are not limited to: • Consumer Financial Protection Bureau, • Better Business Bureau, • Attorney General’s office, • Legislators or a debtor’s representative or legal counsel. • Debtor complaints that indicate a potential violation of the Fair Debt Collection Protection Act (FDCPA) or Telephone Consumer Protection Act (TCPA) statutes and regulations.
