Talking Points
What do we advise when a PA asks what determines their APR?
APRs are determined by many factors, such as your credit history, application information and the term you select.
-Offer, Pricing, and TILA PLS (ACQ): DPL Talking Points
When we start an application, with or without an invitation, what should we be asking for on the short form?
Hint: Not security
The spelling of the applicants name
-Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
The customer is calling to find out why we are sending a live check. They are trying to understand our process but are not upset. What should we do?
No complaint needed in the Complaint Tracker.
We would explain the live check talking point and offer solutions.
- D01 Queue & Disbursements PLS (ACQ): DPL Talking Points
PA has questions about what a soft and hard pull is and they also want to discuss their credit score/report. What doc am I?
Credit Bureau PLS (ACQ): DPL Talking Points
When authorizing a third party, the ATP must be able to verify their own name, the applicant's full name, and what else?
1 piece of PA's security. Last 4 of Social Security Number or DOB
-Third Party Handling PLS/LRS (ACQ): DPL Procedure
When informing a PA that they need to unfreeze their credit reports, how long do we advise to leave unfrozen for?
15 Days from the application start date
-Frozen Credit Bureau Handling (ACQ): DPL Procedure
On B01 applications where the PA is employed Ft or
PT, we must ask for this specific contact detail, because it cannot be added or updated later during employment verification.
A work email address
-Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
When a complaint is made about a previous agent interaction, what must we do?
Check the first box and input the previous agent's short name from DLOS memos
-Complaint Enterprise Procedure
PA has specific questions about disbursements timeframe, what doc am I?
D01 Queue & Disbursements PLS (ACQ): DPL Talking Points
You must say this specific word when providing the APR or payment during an offer.
1. You MUST say "Estimate" before each APR and Payment offer discussed.
2.You can also preface it by saying "All APRS and Payments discussed today are estimates"
-Offering Rates and Terms PLS (ACQ): DPL Job Aid
If PA is unable to complete terms and conditions on the call and there are document RRs present, are we required to inform them of the documents?
Yes!
1. Ask applicant to check their email at their earliest convenience that will guide them online to acknowledge T&C and Privacy Policy electronically to move forward.
2.Work any other RRs that are present.
-Pending Terms and Conditions RR PLS (ACQ): DPL Procedure
PA says they have an invitation but doesn't have it with them, what are the TWO things we should advise?
1. Full invitation talking point.
2. Offer to start an application without one.
-Invitation Number, Income, Email & Employment PLS (ACQ): DPL Talking Points
- Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
If a PA uses language indicating UDAAP or discrimination, you must track the complaint and do this to ensure it is properly escalated.
Check the appropriate box so that the complaint is escalated properly.
-Complaint Enterprise Procedure
PA has questions about the phone disclosure, what doc am I?
Cell Phone Consent (ALL): DPL Talking Points
When starting a brand new application, an agent received a defect in for forgetting to ask the PA if they had received and would like to use one of these.
An Invitation
-Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
What are we required to advise if PA asks how long a live check will take?
We will start working on funding once you accept the loan. Mailing times may vary due to your location and postal processing. If you haven't received the funds after 15 days, we ask that you contact us for next steps.
-D01 Queue & Disbursements PLS (ACQ): DPL Talking Points
When PA asks to change due date what must we advise?
If billing period gets extended as a result of the due date selection, your payment will slightly change. The exact payment amount will be confirmed in the Welcome Kit.
-Automatic Payments Offer Flow PLS (ACQ): DPL Talking Points
The truth in lending is still showing my APR as an estimated. It feels like you tricked me into getting this loan. Am I UDAAP or Discrimination?
UDAAP
-Complaint Enterprise Procedure
What doc contains the talking point for when a PA requests to change the loan amount?
Offering Rates and Terms PLS (ACQ): DPL Job Aid
If the PA repeats an incorrect detail of the offer at any point during the call, what do we need to do to avoid a defect?
We will want to correct the PA by providing the correct offer details.
What are all the necessary talking points when advising PA of required documents?
1. Contingent approval
2.Documents can't be PW protected, blurry or have info cut off.
3.Documents needed + the email will contain doc requirements
4.Docs worked in order received and can check status online/phone
-Document Verification PLS/LRS (ACQ): DPL Procedure
When PA requests to change loan amount, what must we advise?
PS. PA already saw original terms
Changing the loan amount once terms of the loan are communicated can impact terms and could result in a FINAL decline decision.
Offering Rates and Terms PLS (ACQ): DPL Job Aid
PA says she doesn't like that she has to go online because it is difficult for her. She also mentions that we are intentionally making it harder due to her age. Am I UDAAP or Discrimination?
Discrimination
-Complaint Enterprise Procedure
Is this statement true or false:
We proactively communicate the decline reason to the applicant.
What procedure is this and what do we tell them?
FALSE
Do NOT proactively communicate the decline reason to the applicant. Instead, tell the applicant they will receive a letter that explains the reason for the decline.
Adverse Action (ACQ): DPL Procedure
PA asks if they pay off their debt will they have a better credit score. To avoid a defect what must we advise?
We are not credit analysts, we recommended contacting the credit bureaus directly for more information on how certain actions effect your credit report.
-Credit Bureau PLS (ACQ): DPL Talking Points