DealerCenter Buy Here Pay Here: Full Tutorial

 

IN THIS ARTICLE:

1. Introduction & Navigation
2. Account Page Overview
3. Account Details Tab
4. Collections Tab
5. Taking Payments
6. Adding Credits and Fees Adjustments
7. Document Library
8. Change Due Date
9. Sell/Transfer Account
10. Schedule Payments
11. Manage Saved Accounts
12. Repo/Charge-Off

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Introduction & Navigation

The Buy Here Pay Here (BHPH) module streamlines the management of in-house financing accounts. Quick access to customer information is essential for efficient account management, whether you're processing payments, handling customer inquiries, or managing collections. DealerCenter provides multiple ways to access and manage these accounts, ensuring you can quickly find the information you need.

Homepage Search

The homepage search provides the fastest way to access specific customer accounts. Rather than navigating through lists or menus, you can instantly pull up an account using any piece of customer information you have on hand.

1. Use the search bar at the top of the homepage
2. Type customer information, for example:
   • Name
   • Phone number
   • Email address

Side Menu Navigation

The BHPH accounts list provides a comprehensive view of your portfolio, allowing you to monitor multiple accounts, track past-due status, and manage your collection efforts effectively.

1. Select Buy Here Pay Here from the main menu
2. Choose BHPH Accounts List
3. Use filters and sorting options to locate accounts

BHPH Dashboard

The dashboard provides a high-level overview of your BHPH portfolio's health, helping you identify trends and potential issues before they become problems. This bird's-eye view is particularly useful for managers and collectors who need to monitor overall portfolio performance.

• Active accounts overview
• Past due statistics
• Recent payment activity
• Collection metrics

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Account Page Overview

The account page serves as your command center for managing individual customer accounts. It's designed to put the most critical information at your fingertips while providing easy access to detailed records and account management tools. Understanding the layout and available features helps you manage accounts more efficiently and provide better customer service.

Critical Information Header

The header section provides an instant snapshot of the account's current status, helping you quickly assess the account's health and identify any immediate actions needed.

• Account status: Current standing and any alerts
• Payment status: On-time or past due status
• Auto-pay settings: Active automatic payment arrangements
• Insurance status: Current coverage status
• Next due date: Upcoming payment date
• Payment amount: Next required payment

Buyer Info / Vehicle / Info

This section consolidates all essential customer, vehicle, and account information in one place, making it easy to reference during customer interactions or when processing account changes.

• Contact information: Current phone numbers and email addresses
• Vehicle details: Make, model, and identification numbers
• Account information: Lienholder, Collector, Credit Bureau Reporting, Custom Statuses

Managing Communication Preferences

In the Manage Preferences field, you can set whether a customer prefers to receive communications by email or SMS text message. This setting overrides your dealership's default communication settings. For example, if your dealership's default setting is to send payment reminders by email, but a specific customer prefers text messages, simply set their preference to SMS. The system will then automatically send their reminders via text instead of email.

1. Locate Manage Preferences in left panel
2. Set communication preferences to SMS or Email

Request Customer Docs

Maintaining current customer documentation is essential for compliance and account management. The document request feature streamlines the process of obtaining and tracking important customer documents, from insurance verification to income proof.

1. Click Request Customer Docs
2. Select document type
3. Choose delivery method
4. When you send a document request, the customer receives the text message or email with a link to a secure landing page. From there, they can easily upload the requested documents directly through their phone or computer.
5. COnce uploaded, these documents are automatically attached to the customer's file under the "Files" tab.

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Account Details Tab

The Account Details tab serves as your comprehensive resource for loan information, payment tracking, and account management. This centralized view helps you make informed decisions about account handling and provides the historical context needed for effective customer service.

Loan Information

Understanding the complete loan structure is crucial for accurate account management and customer service. This section provides all essential dates, amounts, and terms in one convenient location.

• Key dates:
  • Start date: Original loan inception
  • First payment: Initial payment timing
  • Maturity date: Scheduled loan completion
• Payment amounts:
  • Monthly payment: Regular installment amount
  • Total loan amount: Complete financing figure
  • Interest rate: Current APR
• Payoff details:
  • Current balance: Total amount owed
  • Payoff quote: Amount to close account
  • Daily interest: Per-day interest accrual

Account Conditions

Account Conditions work like digital sticky notes for important account alerts or reminders. You can add conditions like "Bad Address" or other important notices that need immediate attention. These conditions appear as soon as anyone opens the account, ensuring critical information is immediately visible.

1. Click Add in the Account Conditions box
2. Select Condition or Add a New Custom Condition

• Manual conditions:
  • Add alerts: Flag important account information
  • Set Alerts to pop-up when the account page is opened
• Automatic conditions:
  • System-generated alerts: Based on account status

  • While you can add conditions manually, many are automatically created based on actions taken in the system. For example, when you modify a loan for a military deployment, the system automatically adds both "Military Rewrite" and "Do Not Repo Military" conditions.

• System control conditions:
  • Some Account Conditions do more than just provide alerts - they actually control system functionality. For example, adding a "Do Not Repo Military" condition will prevent the account from entering the repossession process. Or the "Due Date Change Denied" condition prevents any modifications to payment due dates.

Payment History

A detailed payment history helps you understand customer payment patterns and account performance over time. This information is valuable for making decisions about payment arrangements, loan modifications, or collection strategies.

• View complete payment records:
  • Payment amounts and dates
  • Method of payment
  • Payment source
• Track payment status:
  • On-time payments
  • Late payment patterns
  • Payment trends
• Review payment allocations:
  • Principal application
  • Interest charges
  • Fee distributions

Promises to Pay

The Promise to Pay feature helps track customer commitments and monitor follow-through.

1. Click Add Promise to Pay
2. Enter promise details:
   • Promise amount: Agreed payment
   • Promise date: Expected payment date
   • Payment method: How payment will be made
   • Notes: Special arrangements or conditions
3. Track promise status:
   • Pending: Awaiting payment
   • Fulfilled: Promise kept
   • Broken: Payment not received
   • Partial: Incomplete payment

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Collections Tab

The Collections tab provides comprehensive tools for managing accounts and implementing effective collection strategies. This centralized workspace helps collectors track communications and document all collection activities, ensuring consistent and compliant collection practices.

Collection Information

Having the right information readily available is crucial for effective collections. This section consolidates all the key details collectors need to make informed decisions and have productive conversations with customers.

• Collector assignment:
  • Primary collector: Main point of contact
  • Backup contacts: Secondary representatives
  • Assignment history: Previous collectors
• Follow-up tracking:
  • Next action date
  • Previous contact results
  • Scheduled callbacks
• Amount calculations:
  • Past due amounts: Detailed breakdown
  • Catch-up options: Payment scenarios

Quick Actions

Quick actions streamline common collection tasks, allowing collectors to efficiently manage their workflow while maintaining detailed records of all activities.

• Communication tools:
  • Phone calls: Direct dialing integration
  • SMS messages: Quick text notifications
  • Emails: Template-based messaging
• Activity tracking:
  • Notes: Detailed conversation records
  • Dispositions: Call outcomes
  • Promise tracking: Payment commitments

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Taking Payments

The payment processing system provides flexibility to handle various payment scenarios while maintaining accurate records and proper fund allocation. Whether collecting regular payments, processing early payoffs, or managing custom payment arrangements, the system ensures proper accounting while providing options to meet customer needs.

1. Click the Take Payment at the top of the Account Page
2. Enter payment details

Payment Types and Options

Different payment scenarios require different handling. Understanding these options helps ensure payments are properly processed and allocated according to both customer needs and accounting requirements.

• Due Today:
  • Standard current payment processing
  • Includes all current charges
  • Automatically applies proper allocation
• Future Due Date:
  • Advance payment processing
  • Payment scheduling
  • Multiple payment handling
• Principal Only:
  • Extra principal reduction
  • Loan term impact calculation
  • Interest savings display
• Manual Override:
  • Custom payment allocation
  • Special arrangement handling
  • Payment restructuring

Payment Methods

Supporting multiple payment methods improves collection rates by making it convenient for customers to pay through their preferred method. Each payment type has specific handling requirements and documentation needs.

• Cash:
  • Immediate posting
  • Receipt generation
  • Drawer reconciliation
• Credit/Debit Card:
  • Real-time processing
  • Fee handling
  • Security compliance
• ACH:
  • Bank account verification
  • Processing timeframes
  • Return handling

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Adding Credits and Fees Adjustments

The Credits and Fees feature helps manage account adjustments accurately and transparently. 

Understanding Adjustments

Account adjustments can significantly impact both the customer's payment obligations and the account's accounting treatment. Understanding when and how to apply these changes helps maintain accurate records and proper customer service.

1. Click the Credit/Fee at the top of the Account Page
2. Enter details including Effective Date, Amount and when to apply

• Types of adjustments:
  • Customer credits: Overpayment refunds, incentives
  • Account fees: Late charges, processing fees
  • Service adjustments: Goodwill credits, waived fees
• Timing considerations:
  • Immediate application
  • Next payment effect
  • End of loan impact

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Document Library

The Document Library provides access to all standard forms and documents needed for account management. 

1. Click the Print at the top of the Account Page
2. Use the search and/or filter options to find documents

Types of Documents

Different account situations require specific documentation. The library organizes documents by category for easy access and ensures you're using the most current versions of all forms. For example:

• Account histories:
  • Payment records: Complete transaction history
  • Account statements: Period summaries
  • Collection records: Activity documentation
• Legal documents:
  • Contract copies: Original agreements
  • Legal notices: Required communications
  • Compliance forms: Regulatory documents
• Customer notices:
  • Payment reminders: Past due notifications
  • Insurance notices: Coverage requirements
  • Account updates: Status changes

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Change Due Date

Payment due date changes help accommodate customer needs while maintaining proper account management. Whether making a temporary adjustment or permanently shifting the payment schedule, proper handling ensures accurate records and clear customer communication.

1. Click the Additional Actions Button at the top of the Account Page, then choose Change Due Date
2. Choose Extension (for a Single Payment) or Due Date Change (for all recurring payments)
3. Select the Date of change

Understanding Due Date Changes

Different types of date changes serve different purposes and have varying impacts on the account. Understanding these differences helps ensure you choose the right option for each situation.

• Extension (temporary change):
  • Single payment adjustment
  • Maintains original schedule
  • May involve extension fees
• Permanent schedule change:
  • Affects all future payments
  • Updates payment cycle
  • May impact loan term

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Sell/Transfer Account

Account transfers help manage portfolio risk and cash flow by allowing accounts to be sold or transferred to other financial institutions. Whether transferring to a related company or selling to a third party, proper documentation and accurate calculations are essential.

1. Click the Additional Actions Button at the top of the Account Page, then choose Sell/Transfer Account
2. Choose RFC (Related Finance Company, if Applicable) or 3rd Party Sale
3. Enter details including new lender's information, sale terms, date, etc.

Transfer Types

Different transfer scenarios require different handling and documentation. Understanding these differences ensures proper execution and record-keeping.

• RFC (Related Finance Company):
  • Internal portfolio management
  • Group company transfers
  • Standardized terms
• Third Party Transfer:
  • External sales
  • Portfolio liquidation
  • Risk management

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Schedule Payments

Automatic payment scheduling helps ensure timely payments while reducing collection efforts. Proper setup of these schedules is crucial for both customer satisfaction and account management efficiency.

1. Click the Additional Actions Button at the top of the Account Page, then choose Schedule Payments
2. Enter details including Amount to Collect, When to Collect (Schedule), Starting Date

Auto-Pay Configuration

Setting up automatic payments involves configuring three key components that determine how and when payments are collected from the customer's account.

• Amount to Collect:
  • Regular Payment: Base loan payment amount only
  • Total Amount Due: Includes fees and sidenotes at collection time
  • Fixed Amount: Custom specified payment sum
  • Processing Fee: Optional flat amount or percentage fee per transaction
• Collection Schedule:
  • Due Date: Matches the loan's scheduled payment date
  • Day of Month: Specific calendar date (1st-31st)
  • Custom Schedule: Combined day and week selection (e.g., 1st Monday)
• Payment Timeline:
  • Start Date: When automatic collections begin
  • End Date: When automatic collections stop
  • Number of Payments: Total scheduled payment count

After configuring these settings, review the payment schedule using "View Payment Date" before clicking "Save" to activate automatic payments.

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Manage Saved Accounts

Saved payment accounts streamline the payment process while maintaining security and compliance. Proper management of these accounts ensures smooth payment processing and reduces payment failures.

1. Click the Additional Actions Button at the top of the Account Page, then choose Manage Saved Account
2. Select Account or Choose Add Check button, Add Debit or Credit Card button, or Hosted Checkout

Account Management

Different payment methods require different handling and monitoring. Regular maintenance of saved accounts helps prevent payment disruptions and maintain security.

• Account types:
  • ACH accounts: Bank account payments
  • Credit cards: Card-based payments
  • Digital payments: Electronic methods

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Repo/Charge-Off

The repossession process requires careful attention to legal requirements and proper documentation. This module helps ensure compliance while managing the practical aspects of vehicle recovery and account resolution.

1. Select the Repo/Charge-Off Tab on the Account Page, then choose Start New Repo
2. Enter details including Repo Status, Repo Reason, etc
3. Print required notices for example, Right to Cure Notice

Process Management

Each stage of the repossession process has specific requirements and considerations. Following proper procedures helps ensure legal compliance and protect the dealership's interests.

• Initial phase:
  • Pre-repo requirements: Legal notices
  • Customer communication: Required notifications
  • Documentation: Legal compliance
• Active repo:
  • Agency assignment: Recovery company
  • Status tracking: Vehicle location
  • Cost management: Recovery expenses
• Resolution options:
  • Account reinstatement: Customer cure
  • Vehicle recovery: Successful repo
  • Account closure: Charge-off

For additional support and detailed training on specific features, contact our support team or visit the DealerCenter support site.