1
What Slack channel would you post in to have someone from People Ops reach out to you?
#people-services
What three steps make up the Empathy Skill Set?
Acknowledge, Align, Advance
What is the maximum amount of time we want to leave a caller on hold?
Less than 5 Minutes
What is the name of the form that third-party companies will send to gather information about the account?
(It has to be signed by the borrower and dated)
Borrowers Authorization (BA)
A primary borrower can change their payment due date via their dashboard. T/F
True.
What is the shortcut for CTRL + C?
Copy
What is Figure's definition of empathy?
The ability to recognize what the applicant is experiencing and respond in a way that shows clear understanding.
Interest is charged ___
Daily
How many payments can a borrower schedule per week?
After funding, how many days does it take for a borrower to receive their monthly statement.
15 days.
What's the shortcut for CTRL + V ?
Paste
Which credit score and credit score model do we use to evaluate credit worthiness at Figure?
FICO 9, Experian
How many pieces of information should you verify if performing an outbound call or inbound call?
3 pieces
Can Personal Loans take out additional draws?
No, unsecured and closed end loan
How many scheduled payments are allowed at a time?
1
What's the MMR (Mini-Miranda Right)?
"This is an attempt to collect a debt and any information obtained will be used for that purpose"
A third party authorization form will always expire after 1 year. T/F
False. It will expire on the date the borrower would like or if there is no date, then we would accept it good 1 year from the signature date.
The primary borrower confirms verbally that they give permission to speak with someone else. This is only in effect for how many hours following the call?
24 hours
What are 3 items that the additional signers can access without a Third Party Authorization on file?
Make a pyament and request a payoff quote, and be informed of total amount due.
A borrower can schedule a future payment via their dashboard. T/F
False. Scheduled payments can only be done via CSP
What status does the account have to be in in order to read the MMR (Mini-Miranda Right)?
Past Due Status
What are Figure's payment options
Wire
One-time ACH
Payment over the phone
Auto-Pay
What are Figure's HELOC loan terms?
10,15, 20 and 30 years
If the borrower provides the incorrect DOB, what should you do next?
Stop, Read Enhanced Verification Script, Create Escalation Review Task