Deposits
How many months of deposits can an agent skip for a client?
What is 6 months?
Client didn't ask to remove but states his chase account we have enrolled has a balance that is under $500
If you're unsure or forgotten how a process works.
What is use the refreshers before reaching out for help?
5 points
What is client name, account number, creditor name, balance and date of statement?
This should be read for any deposit skips or any deposits being pushed out?
What is the LL deposit skip disclosure?
Client agrees to remove an account with an RI "Account Removal" What should the agent do?
A client is crying on the line.
What is express empathy?
Client changed their mind about enrolling an account and will like to remove it.
What is place the account into " Not included" and advise the client?
Client will like to know where the $300 she just deposited on 11/10/21 went towards?
What is reviewing the client account for creditor payments and fees?
Client wants to remove an account. What should the agent do?
What is rebuttal the client?
If one of your peers made a error on a client's DS?
What is correct the error or if it cannot be correct, find a solution that will best fit the client's situation?
Who should be CC in any request being sent?
What is Crystal, Fatima and Saskia or if the request is being sent to Saskia then Crystal, Fatima and Myisha should be CC'd.
Client would like to put extra deposits into the program but they have a booked loan.
What is advise the client he has the loan funding but we can schedule in the additional funds and still use them towards the payments and fees?
Removal Time-Frame?
What is 24-72 hours?
Client is asking how much fees and creditor payments were recently taken out of her DSA.
What is add it up for the client and review the amount?
What is the 90 days?
What is 90 days from when the client's loan was booked?
Client was double drafted and states she will not have any funds for food. What options should the agent provide?
What is offer the client a refund or offer to skip an upcoming deposit?
Client wants to remove an account because he feels we're not negotiating.
What is rebuttal the client and advise we're working on the account and you can send a request to find out the progress( If more than 90 days) to find out the status
Client states she was told that she will get a refund but the client has graduated. After reviewing the account, you notice that the person that spoke with the client is not in our department.
What is Apologize to the client for the information that they were given in the past and provide the client with the correct information?
Client wants to make a lump sum payment to a creditor but loan was just booked. What should the agent advise?
What is explain to the client the term settlement will be lumped at a later time. We now want to use the funds from the loan and focus on the accounts that have not yet been worked on to avoid legal action or high offers