Quality Assurance
Accuracy
Documentation
Compliance
ACW
All processing queues
What is the primary goal of customer service?
Provide exceptional service and support
What is the tool where you will take calls, chats, and emails.
Five9
False
How many deferments are there per contract?
2
What is considered an unnecessary hold?
- Notating an account while on the phone with a customer
- Not focusing on the task at hand (emails, texting)
How should customer complaints be handled?
Listen actively, Emphasize and Offer a solution
Name 4-6 self-service options customers have on the customer portal.
Make payments
Payment arrangements
Disable payments
make payoffs
view payment history
view payment schedule
view contract docs
How many times can an Esolve agreement be reset?
2
What does WOA stand for?
Written off accounts
After communicating with the customer via chat, what is the total after chat work time?
1:30
What disposition do you select if a customer calls and inquires about how to lower their payments.
a. Questions about active account
b. Refi/Paid
c. Payment arrangement
Which tool do you use to direct customers who are unable or do not wish to complete their application online?
Name the CC Bank state that allows us to use this tool.
Store locator under the CLA start page
TN
What information do you need to gather from a customer to verify their identity?
How do you find the daily CSO fee for Texas?
Under the get quote, take the number listed and divide the number by 14 or 30 depending on the customer's pay schedule.
What is the correct format to document notes in a customer's account?
Make sure to always notate:
Phone number called from if different than the one on file
Which customer service metric measures the time it takes to resolve a customer issue?
Average Handle Time
What is the term used for measuring customer satisfaction after an interaction with customer service?
Net Promoter Score
How many days before a payment is due can we make adjustments?
5 days
You can draw funds from a LOC account that is past due. True or False
False
State the script for deferments or payments verbatim.
"You (customer) hereby request to defer your payment that is due on [DATE] for [AMOUNT]. Regular payments will resume on [NEXT SCHEDULED DUE DATE]. You understand that the deferred payment will be added to the end of the loan term and that interest will continue to accrue at the rate provided in your original loan agreement during and after the time you have requested your payment deferred.”
"You, [Customer’s Full Name], are the authorized user on the debit card provided and have requested (Servicer Name) to process a payment in the amount of $[payment amount] on [date]."
What is the process for taking a Nevada settlement offer?
· Find customer and use the NV branch code.
· Take payment.
· Payment plan tab.
· Process the required amount.
· Communicate to the customer the remaining payment dates and amounts.
o If you are unable to enroll the customer into the payment and they are outside of the deadline they will need to set up a plan with Collections.
What is CRM stand for in the context of customer service
Customer Relationship Management
What time does the contract have to be signed and active to be funded same day?
3pm EST
What tab would you use to resend loan documents that haven't expired?
Edit loan