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Servicing Contracts

Updated: May 7, 2021


The Statement of Work (SOW)

The SOW is a legally binding contract between Genesis and the client delivered through the Arise platform. It serves as the direct business-to-business link between Genesis and the client in regard to specific call center services.

Genesis utilizes the SOW to identify and direct an Agent to a program in order to provide client services on behalf of the Call Center. Genesis Agents do not receive, own, sign, authorize, or approve SOWs; clients address and send them to Genesis as a call center service request. Genesis then receives, interprets, signs, and maintains all SOWs and encourages Agents to focus on meeting certification and servicing requirements.

Once Genesis receives an SOW for services, Genesis Contract Compliance initiates the CSA Production Process. This process begins approximately two weeks or more before Agents begin taking live calls.