LoanPro
What needs to be connected to properly use LoanPro?
VPN
What information is given when transferring a call?
Unified ID, Reason for transfer and any additional relevant information.
Always confirm that the receiving party is ready to take the call.
How do you properly verify a customer?
Verify the customer via 3-point method prior to giving any information.
Required: First and last name
• Last 4 of SSN
• Phone Number
• Date of Birth
• Residential Address
• Telephone Number
What is the Above Graduation Loan?
A personal (consolidation) loan used to pay off all debt enrolled in the customer’s debt resolution program.
What do we always use to complete any actions or updates on a loan to avoid any mistakes?
Agent Walkthroughs
True or False: When transferring a call, we should always WARM transfer
True
When taking a payment, what must be read?
ACH Disclosure
What team monitors the progress of agreed upon repayment plans?
Dedicated Account Specialist
How do you search for a loan in Loanpro?
Using the search bar, you can search for a customer by their name, loan ID, email address (full or partial), partial social security number, partial property address, or phone number.
When ready to take calls, what status must you be in?
Available
What must be stated on every call?
Call Recording Disclosure
What is Fair Debt Collection Practices Act ("FDCPA")?
A federal law that governs collection practices and is intended to eliminate abusive debt collection practices.
When reviewing payments, what needs to be read?
ACH Disclosure
How long do you have to set the disposition?
90 seconds
True or False: The agent is required to state BOTH the full past due balance and the number of days past due on behalf of Above Lending.
True
How does Beacon help to resolve a debt?
With lump sum options or repayment plans at less than the amount owed if needed.
What is needed when leaving a note?
Title, Category, Note(Intro, Comment, Changes)
At the end of your shift, what status do you go in?
Offline
What is the mini-miranda?
This is an attempt to collect a debt and any information obtained will be used for that purpose
What is the transfer window to Beacon when past due?
12-45 days