Other
Client provides Attorney information and hangs up without advising you reason attorney was retained. What procedure do you follow?
BRC (Borrower retained council)
What type of request/task are we able to accept a 20% Contribution only?
Pandemic Deferral
Scenario:
Old Payment Date: 1st
New Payment Date: 15th
What request was submitted?
"Due Date Change"
Please call me back at 888-591-3328
What is Freedom Plus Message Script
Loan is 0 Days Past due? What department would this call be forwarded to if the customer called in?
Loan Servicing
What are the PTP Requirements in order to PTP an account?
Method
Amount
Date
Only the Loan Modification Reason & Additional Comments need to be completed, What request/task is this?
SCRA
Payments may increase/decrease due to this request: Bi-weekly to Monthly, Semi-Monthly to Bi-weekly. What request was submitted?
"Frequency change"
Your loan will be charged a $9.00 fee
What is ACH Script
If the account shows as Active Settlement, which department do we transfer the call too?
Settlements Department
What is the Fee Waiver amount an agent can waive as a negotiation tool?
$50.00
The Client has exhausted all 3 Pandemic deferrals, What is the next option if the borrower requests additional pandemic assistance?
CAS
We must create a task and save an attachment into NLS, What request requires this to be done?
"Loan Payoff"
Thank you for choosing Freedom Financial
What is Closing Statement
What are the 3 requirements in order to promise an account
Payment Amount
Payment Date
Payment Method
Client does not agree with Contract Terms, What Level of complaint should be Submitted?
Level 3
Place of employer was Impacted by a Natural Disaster, What is required to submit a Natural Disaster Deferral?
The "Zip Code"
MUST wait 30 days after the payment has posted or may send in bank statement if escalated in order to obtain this?
"Refund"
What checking account & routing number should we use?
Inbound & Outbound Script
If we verify a pending payment made online, what are we to offer the customer?
Schedule the next payment or offer to Set up Auto-Pay
After All Options have been exhausted and there is an Eligibility Status on the account, What are we ale to pitch?
"Holy Grail"
What are the 4 Non-SCRA Hardship Requirements?
6 Months of payments
Verifiable income
Under 60 days past due
Non-Pandemic Related
Additional due date created in error or deferral approved but not implemented. What is this called?
"Duplicate Due Record"
From what you told me it sounds like you are experiencing a financial hardship that's making it difficult for you to pay on your loan
Holy Grail (Introduction)
How Many Days does the loan have to be past due in order to consider the account a charge off?
120 days past due