CLASS/CQS
The tool we leverage for applications and collections to direct our TM's where to focus their efforts
What is Worklist/Next Best Action?
The WTD script
What is “Unfortunately, we weren’t able to approve your request today. You’ll receive a letter or email regarding our decision within 30 days. I know this wasn’t the answer you were looking for, but please keep us in mind for any future financial needs should your situation change.”
Q1, Q2, Q3 of the Call Model
What is "Can you pay that today? How much can you pay today? When can you pay that if not today?"
OneMain Mission
What is to improve the financial well-being of hard-working Americans?
The internet browser I should default to
What is Chrome?
The practice environment named for CLASS/ CQS
What is the Training Sandbox?
The Verification Statement
What is “All approvals are subject to income and identity verification.”
The framework of Bridging with Empathy
What is Acknowledge, Build Confidence, Transition with a WIIFM?
The 3E's
What is Ease, Empathy, and Encouragement?
This is what I should do with my computer after every shift
What is restart/shut down?
The withdrawal frequency we offer our customers for Direct Pay
What is monthly, semi-monthly, bi-weekly, weekly, and semi-monthly varying?
The Five Essentials
What is Loan Type, Loan Amount, Payment Range, APR, and Term?
The RFD acronym
What is Reason for Delinquency?
Three Customer Personas?
Who is “Cameron the Chaos Consolidator, Drew the Dire but Determined, and Morgan the Money Maximizer?”
The two functions we want to perform on policies we view in the Policy and Procedure Portal
What is add to favorites and subscribe to updates?
The common fast path you can use if you accidentally exit out of the customer’s account
What is L10/L11?
Minimum NDI for a B-Risk Customer
What is $500?
The two steps you will always complete in the Closing of the Call Model.
What are update account information and thank the customer?
The name of our program that brings financial education to high school students across the nation
What is Creditworthy?
This is where you want to store frequently utilized policies, job aids, and other resources
What is the bookmark bar?
The area where we securely store all customer documents
What is ELF?
The function we use in CLASS/CQS to remind us of a follow-up call with a customer/applicant
What is the Event Scheduler?
The MAD acronym
What is method, amount, and date?
Where you log your volunteer time or find organizations to volunteer with.
What is OneMain Lends a Hand portal?
When you see a potential improvement in a process or have a new idea, this is where you can navigate to log your ideas and have them reviewed
What is Team Member Suggestions page?