General
All CARE queues start with what letter?
If the customer is out of country, they need to contact _______ to get permission to keep a vehicle out of country?
DFC
*BONUS 200 POINTS*
If the customer is not responsive or they are unable to get permission, what are the next step?
Can we provide account information/details to a NOK?
No
*BONUS 200 POINTS*
How do we verify a NOK on Inbound without a BNS profile?
True or False.
We can offer AE for both Short Term & Long Term Hardship
False - Must be Long Term
True or False.
When a CAP is required to bring an account UTD to process the AE, we should send both the CAP and AE form the same day.
False - The CAP must be processed first before AE can be requested
*BONUS 200 POINTS*
Where are the Intake forms sent/CC'ed?
1. What is the SH CARE Phone #?
2. What is the SH ESTATES/EXCEPTIONS Phone #?
SH CARE Phone #1-833-315-4357
SH ESTATES/EXCEPTIONS Phone #1-888-304-4799
CARE works Insurance Claims that are _____ $25K
a. Under
b. Equal to
c. Over
d. All of the above
c. Over
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Which inbox should info (type of of damage, draw schedules, scope of work) be sent to for Insurance claims?
For the Reason for the Call, what are the 3 required details regarding an Estate account.
Product Type
TAD (if in arrears)
Total Outstanding Balance
The GDSR must be to proceed without TL approval required.
a. Less than <
b. Equal to =
c. Greater than >
d. All of the Above
e. B & C
e. B & C
*BONUS 100 POINTS*
If there is Creditor's Insurance, do we require Insurer's approval if > 39%?
For any MTG CAT, we need to input a note on which 2 systems?
1. CACS (ACW Notes Template)
2. Salesbuilder
*BONUS 100 POINTS*
Do we need to input a note on just one signor's Salesbuilder profile or both?
Special opening procedures are required for what type of CARE accounts?
a. Exceptions (S55)
b. Estates (S41)
c. CARE review (MTG CATS) (S83)
d. All of the above
c. Estates (S41)
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How do I verify an Estate Rep?
For accounts that are Written Out of Records (WOR - S95/S96), the customers credit bureau will show:
a. Written Out of Records
b. Settled in Full
c. Paid in Full
d. Any of the above
d. Any of the above
Which 2 systems can I use to access Estate Documents?
EDRR/Customer Documents or M Drive
We can capitalize up to _____ month(s) worth of payments to bring the Mortgage up to date to process the AE.
3 months
After submitting the Intake form for a MTG CAT, what action is required on Intralink/TLS?
Hold on PAD
*BONUS 100 POINTS*
Which screen on Intralink/TLS do I place a hold on the Mortgage PAD?
What do I use the separate CARE Notes Template for?
a. Mortgage CATS
b. Updating Account Info
c. Estate procedures
d. All of the Above
c. Estate procedures
For any notice of cancelled insurance, we need to send a ______ letter for SPL and _____ for MTG's.
a. INSP; CVIC
b. CVIC;MODM
c. CVIC; INSP
d. CSD1; INSP
True or False:
I can issue any contact/demand letters for ESTATE accounts directly on CACS.
False - For Estate accounts, a manual request to be sent to canadacollections.letters@scotiabank.com to sent to the Estate of Deceased Account Holder.
Appraisal is required if:
1. ____
2. ____
3. ____
Mortgage Uninsured
Open within last 5 years
LTV > 70%
*BONUS 100 POINTS*
Do I need to calculate LTV for STEP products?
After entering the ACW Notes on CACS for a MTG CAT, the account needs to be routed to ______ if within authority limits and a __ day BF/Hold date must be placed.
S83; 14
If a branch calls and the account is in L40 (agency Assigned), what is the next step for a CARE advisor?
Have the branch refer the customer to the assigned Agency (Name and # will be in CACS)
For any Condo Lien/arrears (S85), the customer needs to provide:
a. Proof of Income
b. Proof of Insurance
c. Proof of Payment/Arrangements
d. Proof of Employment
c. Proof of Payment/Arrangements
Please provide an example of an INBOUND call opening with an Estate Rep
Recommended Opens (ESTATES)
INBOUND OPEN (ESTATES)
Thank you for calling Scotiabank, my name is ___, can I start off with your phone # or Acc #?
Are you the Executor/Admin/NOK? Who am I speaking to/can I get your full name (including middle/initials as it appears on FLAG BOX)?
For the privacy/security of the account, can I get your Relationship (with the Accountholder) and Phone Number?
In regards to the [Product(s)], “As a regulatory requirement, I am obligated to disclose the total amount due of $X.XX. However as this is an Estate, the full balance of $XX.XX is due immediately"
[Provide info from previous notes and request update.]
*BONUS 200 POINTS*
What is an example of an OUTBOUND?
We CANNOT offer AE if another _______ has been offered in the past.
a. AE
b. CAP
c. STMR
d. b & c
a. AE
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Can we offer if a Disaster relief CAT was previously offered?
If a customer calls back after a ______ has been processed, they are able to cancel the CAT
a. STMR
b. CAP
c. AE
d. Any of the above
e. a & c only
a. STMR
*BONUS 100 POINTS*
The next payment amount cannot be due within ____ days for the cancellation to take effect before.