Title Holding States
The state that is a Two Part title holding state
What is Maryland
Wait LH Final Documents
What is when the title and/or LR is needed
We should be doing this when the customer is speaking
What is active listening
Two Part Question
The first thing to be done by TP agent in answering customer calls
The second thing that should occur when TP agent answers a customer call:
What is Greeting
What is Introduction
What provider/providers use loan payoff
What is Loan Payoff is offered to all providers but mostly used by TURO, NCFB and Erie
This title holding state requires a drivers license to be submitted with the title
What is Michigan
________ is needed to push queue forward when partial owner documents are received
What is the remaining missing owner documents
Periods of silence should be kept under
What is 3 seconds
What is the 3rd action that should take place when a customer calls
What is Repeat reason for call
The documents required to be uploaded to loan payoff
What is the Evaluation, Settlement Breakdown, Estimate and Cause of Loss - If a lease
This states is also known as "Big Sky Country"
What is Montana
Owner no contact means
We haven't received the documents from owner. After 22 days the 1st no contact letter is sent
If the customer is interrupted how do you move forward
Apologize and let the caller continue
What is the 4th action that should take place when a customer calls
What is verify the work order, owners name and year, make and model of vehicle
Documents needed from LH for Loan Payoff
What is LOG and COT
Prior to July 1, 2022 This state was a title holding state
What is Oklahoma
LH Payment Audit Rejected means
A supervisor or Provider has decided that documents are not acceptable
Prior to placing a caller on hold what should you do
This category consists of empathy, service with a smile, demonstrating interest in the callers concerns, speaking clearly and confidently, refraining from unprofessional sounds, and apologizing for unexpected sounds such as sneezing or coughing
What is Tone
Approved for funding means
What is Okay to Pay is sent to the Provider
After July 1, 2022 if a title is issued in this state and there is a lien, who holds the title and which state is this?
Who is the Lienholder and Oklahoma
Final Audit Rejected means
What is when the file is pushed to final audit but there is something missing so the auditor rejects it. Also could be that DMV rejected paperwork
If the opportunity presents itself what should we promote
What is promote IAA in a positive and professional manner
A written summarization of issues discussed, who you talked to, and actions taken to move the work order to conclusion.
What is File Documentation
Level 1 is described as
What is Loan Payoff will initiate once the package is sent and the prepare TP Package queue is pushed.