Call Opening
This disclosure must be stated at the beginning of every phone call.
Call Recording Disclosure
What does the acronym MAD stand for?
Method, Amount, Date
During your call closing, what is it called when we are obtaining the customer's mailing address, new phone numbers and employment info?
Updating Demographics
What is it called when you state the purpose of the call along with the total amount due?
Facts on the Table
WIIFM?
"What's In It For Me?"
When should you begin texting accounts on days when Contact Pro is also texting?
After your supervisor sends the email with the accounts that CP has not texted.
We utilize this screen to add or verify additional people that we can speak to about an account.
Authorized 3rd Parties
List 5 objections from the AET job aid.
“I will make a payment Friday.”
“I’m at work.”
“I mailed that payment.”
“I didn’t receive my statement.”
“Nothing has changed since the last time I talked to you.”
“This account should be paid off.”
“I won’t be able to pay until you lower my interest rate.”
“My spouse pays this loan.”
“I won’t pay until you waive my late fees.”
“I opened this account for someone else.”
What are the states you cannot call/text when working remote?
Louisiana
Maine
Nebraska
Hew Hampshire
South Carolina
Texas
List the 5 states where the Mini Miranda is required.
Connecticut
Georgia
Iowa
North Carolina
New York City
What are the 3 E’s?
Ease
Empathy
Encouragement
The customer advised you they can only receive calls between the hours of 11am-4pm, what should you do to address the customer's concerns?
Update Convenient Call Times
What pieces of information are we required to obtain if we are using Combination 3 from the Customer Authentication Job Aid on an inbound call to verify a customer?
List 5 Reasons for Delinquencies for the RFD job aid.
You are advised the borrower is incarcerated for 10 days. What step must you take on the account per the policy?
You must place a 10 day hold on the account.