TrivaTrivia
Client wants to add their bank account to their Auto Loan to pay their monthly payments, however it is not Bank of America,
What path do you use to assist?
Manage External Funding Accounts for Bill Pay - Self Service
Although the client's account is super old and paid off. You're only able to view it in LINX, however, you can still submit a lien release to the client if it's a valid DOC.
True or False?
Hyperlink?
True.
Submit a lien release post payoff - account not found in synergy web
Hmmmm... rock, papers? Best 2 out of 3!
"JUST GIVE ME MY MONEYYYY" YAYYYY!
What are 2 ways a complaint can be submitted/captured?
1. Auto-capture in BOLT/service request or
2 CQC Tool in synergy
The caller is an unauthenticated client & is requesting account specific information:
What do we tell the client?
& what do we offer them?
What is a Due Diligence letter?
a Due Diligence Letter is regarding checks that have not been cashed within six months of issuance.
Client is required to place BOA as lien holder and has not been to the titling agency (DMV) just yet, because of that, what do we tell the client?
ell the borrower/co-borrower:
We are going to fax the ACH form through "fax on demand" How do you pull up the ACH form in order to do so?
Choose someone from the team to share screen
Solution center >
More links >
Recurring Automatic Payment Authorization >
A client complained about having troubles with enrolling on OLB. We enrolled the client, they were happy and did not care anymore that they couldn't do it on their own. Do we still capture the complaint?
Yes, no matter if the client was satisfied with the results, we still have to file the complaint if the stated by the client
Client status in LINX states "NEW" meaning their lien holder status has not been updated and they need to place BOA as lien holder.
What path are we using to assist the client?
Assist Clients with Initial Title and Registration
The client's account Legal status displays "00", where do we transfer the client to for assistance?
We do not transfer them. It is acceptable to service these accounts, business as usual (BAU) with the legal status 00, RR or SS.
The client needs to place Bank of America as Lien Holder and they have not been to the title agency. What would their LINX account status show? And what would their next steps be?
Utilizing your Solution path
the account status will show (NEW)
next steps:
A Client calls in and says they are trying to register their vehicle another state and needs a Certified copy of Title and/or Permission to Register Letter.
What are the client's next steps?
A Client calls in and says they are trying to register their vehicle another state and needs a Certified copy of Title and/or Permission to Register Letter.
What are the client's next steps?
You do this when you are unsure about selecting No to the resolution question in CQC.
Engage a leader
For Ex. Doc Status (RSH)
Locate, Index, Navigate and Extract (LINX) and Vector Codes Job Aid
Client's auto loan, application was denied , advised client to contact the credit bureau for further questions about the decline, Magellan displays
"CBI or NGC" as the credit Bureau, what credit bureau is this?
Credit bureau is Equifax.
What is Bank of America's Lien holder address?
Read all that apply:
Lienholder Address
Bank of America
PO Box 2759
Jacksonville, FL 32203
Only properties in Pennsylvania (PA) need to be sent to a physical street address.
Bank of America
Attn: Title/Liens
9000 Southside Blvd., Bldg 300
Jacksonville, FL 32256
A caller expressed dissatisfaction after we are unable to authenticate them and have referred them to the financial center due to us not being able to access the account.
Track or don't track that complaint?
Track that complaint. Authentication process.
Before capturing a complaint for the client, what are you required to do prior to capturing?
Engage Mattermost
A client calls in about information that was sent in the mail from Bank of America, How do we check on letters that may have been sent from BOA?
Solution center > File Net
A client has ELT title and has already submitted the information to register the vehicle in another state, what would the client's turnaround time be?
2 addresses are needed:
- Payment address
- Payoff address
Payment address: PO Box 17237
Wilmington, DE 19886-7237
Payoff address: PO Box 17239
Wilmington, DE 19850 -7239
A client has a fraudulent auto loan account, we are submitting a LDN for the client. However, the loan account number is not available, what do we do?
Utilizing your path
Loan number not available: Copy 0000000000000 and paste in Loan Number field.
30 seconds to provide 3 frequently used complaints that does not require further documentation...GO!
Winner get's points
A client paid off their loan and an extra payment was drafted from their account after the account closed. No refund was made to the client per LINX and we were able to see the extra payment that was made in the transaction history...
What path do we use to assist?
Refund Payment on Closed Loan