Required on all inbound & outbound calls where personal borrower information is going to be released.
What is Customer Authentication?
100
For SHOC UW this system type should be used
What is RCO?
100
during this timeframe your payment can go up or down?
What is risk for 10 year draw/20 year repayment period
100
"I hear your frustration, please allow me to work with you to help get this completed for you", is an example of
What is Empathy?
100
Recorded line disclosure is required on these calls
Outbound and Transfer calls, calls where another person comes on the line
200
This must be provided prior to discussing, presenting or negotiating any loan terms - including conditional approval or application package disclosures
What is NMLS ID #?
200
0000EMP
What is an employee loan?
200
Regardless of marital status, you may apply for credit in your own name
What is the California State Specific Disclosure?
200
“I should have your file back from UW in the next couple of days." is an example of
What is timeline?
200
For Home Equity the new telephony number for customers
What is 855-JPM-HOME
300
If a customer doesn't want to be recorded, you would transfer them to
What is the appropriate supervisor extension
300
When entering a Resolution Management Evaluation the following 5 Call Purpose options can be entered
What is Inquiry, Follow Up, Transfer, Resolution, and Internal QA Audit?
300
DAILY DOUBLE!!!!! Branch closing payment options
What is cash, personal check or cashier check
300
Scenario: Processor advises customer "My ID is I234128" which attribute should he fail?
What is customer authentication?
300
New ADHOC Tracking for Month of August in COTS
What is MB only collected the street name and/or number when confirming the address (city, state, zip not confirmed)
400
This allows employees to authenticate each other by using a randomly generated 6-digit code when calling.
What is Connect Us Code Tool?
400
The system used to validate Employee Loans
What is Loanbuilder?
400
Scenario: Mr. Smith from Arizona calls in to start an application, MB asks Mr. Smith if he is married, borrower replies with "I'm Single", which disclosure must be read?
What is Domestic Partner Disclosure
400
Customer Fees that apply to CD sites but not Retail
What is Out of Pocket Costs?
400
Confirm that we’ve addressed the customer’s concern(s) to their satisfaction AND they no longer want to speak with anyone else is an example of
What is Circle Back?
500
Scenario: MB advises Mr. Smith "All rates are in the 4% level right now for a 30 year fixed?" is an example of?
What is Rate Range
500
000N/A
What is a COTS error?
500
118 months and 242 months
What is Connecticut Draw/Repay Period?
500
The following items must be covered to give credit for ACH
What is 1. Payment Amount 2. First payment/deduction date 3. Deduction date going forward (1st-16th) 4. Confirm account type/routing #/Account #/Name on check