LOSS DRAFT JEOPARDY

Effort

100

What is the primary goal of the Effort quality category?

A. Reduce handle time
B. Complete account documentation only
C. Reduce customer effort and find the simplest solution
D. Transfer calls quickly

C. Reduce customer effort and find the simplest solution

200

Which action best demonstrates customer advocacy? A. Asking the client to gather all information themselves
B. Contacting third parties to obtain needed information when possible
C. Telling the client to call back later
D. Waiting for documents without follow-up

B. Contacting third parties to obtain needed information when possible

300

A client calls asking for a claim update. What should be reviewed?

A. Current claim status only
B. Current claim status and next payment only
C. Full claim process and next steps
D. Nothing unless the client asks

C. Full claim process and next steps

400

True customer effort means asking:

A. Did I finish the call quickly?
B. Did I transfer the client?
C. Did I do everything possible to make it easier on the client?
D. Did I keep the call under 10 minutes?

C. Did I do everything possible to make it easier on the client?

500

Which employee mindset best supports the Effort standard?

A. "The client can figure out the next steps."
B. "I answered the question, so my job is done."
C. "What else can I do today to prevent this client from needing to call back?"
D. "I will wait until the next contact to explain the process."

C. "What else can I do today to prevent this client from needing to call back?"

Verification

100

An authorized third party must provide this information, along with two additional verification criteria, before account-specific information can be released.

• The loan number (if available)
• Borrower’s first and last name
• Caller's first and last name
• Relationship to the member (if applicable)
• Company represented and company phone number (if applicable) 

In addition to the above information, verify two of the following criteria:

• Last four digits of the borrower or co-borrower’s social security number (SSN)
• Mailing or property Zip Code
• Phone number

200

How do we complete verification for a IVR verified borrower?

• Borrower or co-borrower’s first and last name
• Loan number (can either ask for the loan number or verbally state it was entered into the IVR.)

300

If a contractor calls through and the information for the loan comes through on the softphone as IVR Verified, how should we proceed?

Complete contractor verification per usual, only the borrower/co borrower can come through IVR Verified.

400

What verification questions do we ask to verify a contractor?

1. Verify the following information for the contractor or contracting company representatives.
   • The caller’s first name
   • Company name (if applicable)
   • Contractor or contracting company contact number
2. Verify the borrower or co-borrower's first and last name.
3. Verify the property address.  

500

What verification questions do we ask a insurance agent/company to complete verification?

Verify the following information:

• The caller’s first name
• Agency name or insurance company name
• Agent or insurance company contact number
• Borrower/co-Borrower’s first and last name
• Property address

Delegated Authority

100

True or False: An updated adjuster's worksheet matching the new claimamount must always be provided before additional funds can be released.

True

200

A client on a delinquent RKT Brand ID, non-USDA claim was previously non-responsive but has now called back.

A Exception needs submitted to Rocket to determine how the claim will proceed.  

B Can be notated delegated authority to proceed normal procedures.

A Exception needs submitted to Rocket to determine how the claim will proceed.  

300

Additional funds for supplemental damages are received on a current non-USDA claimand inspection shows 100% repairs complete.

A Updated inspection required to endorse andrelease the check

B Updated inspection not required to endorse and release funds.

C Cannot release 

D Deposit funds in escrow 

 

B Updated inspection not required to endorse and release funds.

400

A claim will not classify for a USDA Lakeview loan, we have no loan history for the DOL. Can we use delegated authority to classify the claim based on the acquisition date?

YES OR NO

NO

500

Funds are needed for mitigation for a RKT brand ID and non-USDA loan, can we use delegated authority to approve funds? What documents would we need if so? 

Approved to release all funds for mitigation with an invoice for the mitigation on file.

Monitored Process

100

Can we release the first draw for a Current LakeView loan without the AWS?

YES OR NO

YES

200

What documentation/information needs to be on file to release the first draw on a current Rocket loan (non USDA)?

The customer confirmed his or her intent to repair (via document or identified in DTE)

300

Can we release the first draw on a delinquent monitored claim without the AWS on file?

YES OR NO

YES

400

When do we release final funds on a USDA claim? 

When a 100% inspection result is on file.

500

What documents do we need for a Total Loss claim if the structure is not repairable?

Blue prints or floor plans

AWS or SCB

Inspections

100

When are inspections fees not charged?

If the loan is Freddie Mac (FHLMC) or Fannie Mae (FNMA), or the brand ID is RKT/CRT.

200

For a non-lakeview current loan what % of remaining funds are released when a 10% inspection result is recieved?

50%

300

For current lakeview loans what % inspection result is required to release an additional draw?

25%

400

For a non-lakeview delinquent loan what % of remaining funds are released when a 10% inspection result is received?

None, we need at least a 25% inspection result to release additional funds.

500

For non-lakeview current loans, if we receive a 50% inspection result, what happens?

We can release remaining funds and close the claim.