Verification
TRUE
Please read the following number (Only 1 person):
$13.678.16
thirteen thousand six hundred seventy-eight dollars and sixteen cents
Which payment methods the customers can use to repay their loans
- Debit
-ACH/Bank Account
-Physicals checks
(Credit cards could be correct but for certain loans)
What is the time frame we are allowed to schedule a payment
60 days
DURING THE IBC (Inbound CALL) Which are the necessary pieces of information for proper verification
-Name
-DoB (Date of Birth)
-Phone Number
Recite the Mini-miranda (all the team together at the same time. If some one fails, no point will be granted)
“This is an attempt to collect a debt by a debt collector and any information obtained will be used for that purpose.”
True or false, Payments with Debit cards takes 3-5 Business days on being processed.
False, payments with debit cards process immediately.
on the other hand, payment with ACH/Bank Account takes 3-5 BD on being process.
If CS says they were not able to make the payment on time because he broke his leg and was not able to walk for a while, which RFD would you select?
Hospitalized
Name in Agent Portal says: Jacob G. Shephard
CS Says: Jacob Shephard.
Is this Verified?
Yes it is, Initials are not required for verification. If Cs verify an initial letter, it must match with the information on AP, otherwise it wont be verified.
After how many days an account could be reported as delinquent to the Credit bureaus?
An account becomes delinquent after 30 days being overdue, and it will be reported to the credit bureaus
True or False: If the Customer makes no payments in 102 days, the loan becomes charge-off
False, the loans becomes charge-off after 120 days being overdue
CS hung up before verifying correctly his name, which Agent Disposition would you select?
Unverified Hung Up
During an OBC (Outbound Call) We tried to reach out to Mariano Torres, but his mom answered saying he is hospitalized and had his authorization to handle the account previously. Can we discuss account information at this moment.
No, we can't. Unless a PoA (Power of Attorney) has been approved we are not allowed to discuss account specific information to a Third Party
Which are the 5 major components of compliance on OBC (Outbound calls)
Verification
Recorded Line disclosure
Mini-Miranda
Information & Accuracy
Disclosures
What option should you offer to the customer if they can not make a full payment of the overdue amount today?
First, a partial payment on the same day and then, schedule the difference for a future day
Take a look to these loan details:
Amount: $780
Terms: 12 Months
Monthly Payment: $65
APR : 0%
If customer decides to pay off the loan early, will they save money from interest?
No. The loan has 0% APR, therefore no interest will be saved. if the loan had interest and Cs decided to pay off the loan early, CS will pay only the principal balance without the interest that has not been accrued. it is important to check this information before providing info to the CS
"Hi, My name is Windy from the company Affirm, on a recorded line, I'm I speaking with Lucas?"
Is this script correct for call opening?
Is not, we always verify FIRST AND LAST name, the script only ask for "Lucas" but is not asking for the Lucas' last name
CS says "Stop Calling me, you are harassing me".
Which case should you create?
Update Usercomm preferences (is not a Cease and Desist since the customer mention the specific channel he does not wanted to be contacted)
Additionally, we are going to create the Direct Complaint request trough RC
What option should you offer to the customer if they decide not to process a payment today or schedule any payment for a future date?
P2P (Promise to Pay)
- Customer's name
- Loan ID
- Exact amount
-Payment method information