Soft Skills
What is the most important area of Soft Skills that remains an area of improvement for not only Team Williams but the CSR Department as a whole?
Enagagement
What are we required to create during all new sales calls?
A Lead
Who would a bwr speak to if their status was in "Application Received"?
-Provide all steps
LO and if LO not available then LOM, if both not avail then send email
What's the phone number for our department?
800-220-3333
What Soft Skill should be performed at the beginning of the call once the bwr explains the reason of their call?
Willingness to Help
What type call is it when a bwr calls in and wants to bring a new property to freedom mortgage and they are a current bwr?
Acquisition
A bwr calls in and states they would like an update, what are two things that we should look for that would fulfill the status of "Loan setup Complete"?
TT : (Title cleared)
Pending docs from both BWR or 3rd PARTY
Where do we xfer if a bwr states they received a delinquent tax bill?
Tax Dept
What Soft Skill should be performed after you verify the bwr?
Acknowledgement
When a bwr calls in and states the missed a call, whats one main way we call why a bwr was contacted?
Lead on the account
or review the notes
What is the CSS queue for cashout?
0179
Who is the Director of the Customer Service Sales Dept?
Shirley Ortiz
After you verify the bwr they state this..
"I'm really Frustrated I have been trying to get in touch with someone all day and all I want to do is start a cashout refi. My daughter is getting married and the funds are needed! Please help me"
To hit all your soft skills what will be your response?
WILLINGNESS TO HELP/EMPATHY
ACKNOWLEDGEMENT
ENGAGEMENT
What are we expected to do as far as discovering the loan type for a new sales call?
once we verify and recap (acknowledgement) we are to click the bwrs loan number that is a blue hyperlink and look under RFD Type to tell whether its a va loan or not.
Best Practice:
What are the first 2 things that we should review when we are first getting into a loan in Lakewood?
Account status on the right and loan type on the left
How many days does a new bwr who was xfer'd have to make their first payment?
60 days
Bwr calls in and informs you that he/she is looking to start a VA IRRL, which soft skill should immediately be provided and what would you say?
Engagement, thank you for you service!
During a warm xfer to a LO, what are we expected to fully say when we merge the bwr in with the LO to end our interaction?
What are the key tabs where we would locate the cash to close?
1 loan registration10
10 loan scheduling
What is the queue for servicing escalations?
1841