Precious Resources
On each and every call I can use this to look up articles on how to perform certain functions as well as see what is trending and what has recently been published.
What is Knowledge Now
This term is used to describe how much of a customer's monthly payment goes towards principal and how much to interest.
What is amortization
The 'CARE' part stands for connect with empathy, assess needs, resolve inquiry and the E stands for this:
What is end on a positive note
The preferred method of verification here in Mortgage is the loan number, property address and this.
What is last 4 of SSN
When using the Loan Search window, you can search by loan number, customer name, address, phone number or this piece of information.
What is SSN
While I don't actually 'talk' when using this resource, but I do have the ability to provide feedback on what can be done better to service our customers as well as provide solutions.
What is MyVoice
This is a special account connected with most mortgages that holds money from a customer's monthly payment that is later used to pay for taxes and insurance.
What is escrow
The time during the call where we say "Welcome to M&T Bank. My name is. Who do I have the pleasure of speaking with?"
What is the greeting
A mortgagor wants to speak to a supervisor. We will refer the call to this individual who is an "expert" at handling these types of calls.
What is a specialist
No, we're not talking about trees or timber here. We use these to help identify the type of call taken such as PMTPTP and PMTBRK.
What is a log code
You want to help your customer how to do something on the app or website. You are going to use this tool to email a demo.
What is Digital Ambassador
To show "goodwill" we will offer the customer this to get their payment in before a late charge is assessed.
What is grace days
Throughout the interaction we use this to express care for the customers situation and help us understand what the customer is feeling.
What is empathy
We can use this tool to pull up mortgagor information when it is no longer available in CSX.
What is CPS
At the top of the screen you will see these, which appear as red, yellow and blue. It will warn users of special circumstances that exist on a loan and appear as round icons.
What are alerts
I can use this to print, email or fax a customer's billing statement, escrow statement, and 1098s.
What is Venture/Centra
Sometimes our back office needs to complete certain actions for a customer. We will create one of these.
What is a task or work item
The two different types of transfers used when needing to refer the customer to another department or specific individual.
What is Blind (cold) and Consult (warm)
Our customer really wants to pay off their mortgage much quicker. They can take advantage of this type of mortgage where payments are made every 14 days.
What is Biweekly
No need to use an abacus here. A very handy tool in CSX that is used in assisting customers interested in seeing how making a curtailment will affect amortization.
What is Calculator
"In the beginning" of your shift you logon to this resource to manage your calls, view your break schedule and update your status to meeting and away throughout the day.
What is Genesys
Sometimes our mortgagors will make an extra payment every once in a while. This principal only payment is also known as this.
What is curtailment
Terms such as Director, IVR and macros might be considered this and should be avoided when talking to our customers.
What is jargon/bank jargon
What is an email address
These are oval-shaped indicators at the top of the screen to bring attention to special loan conditions or status.
What are Chips