Transfer Calls
The client has an active legal. Where do you transfer the caller and the name of the department?
What is extension 5001 and creditor escalations?
What is the required item that we need to begin negotiations with?
What is ATC?
Client has to call the creditor and give permission to negotiate with NDR. What required item is this?
What is creditor disclosure?
If the agent use profanity on an open line. What level coaching did the agent commit?
What is level 3 coaching?
What is the name of a verbal and written settlement offer?
What is a pre-approval and approval?
Where do you transfer a pending welcome call and extension?
What is verification and extension 1091?
What is the required item that indicates the legal security agreement?
What is GLS signed?
The client requesting to skip the next deposit and its affecting creditor payments. What do you read?
What is 90DD and Q12?
What question should all agents ask at the end of the call?
What is have I answered all of your questions?
The creditor agreed to a 1-time payment? What is the name of the term?
What is a lumpsum
Warm transfers are only for which department?
What is Escalations?
What is the required item that indicates that the client needs to return a signed document to complete an open legal account?
What is Stip - Signed?
The creditor is reporting inaccurately on the credit report. What is the name of the violation?
What is an FCRA?
If an agent forgot to notate the account. What level coaching did the agent commit?
What is level 2?
If the settlement is showing additional funds. What procedure do you do?
What is a waterfall?
Who is at extension 5009?
What is Liberty lending?
What is the required item that indicates that the client has been sent a document through physical mail?
What is Send Correspondence— Do not Address with Client?
If a client cancelled the program within 60 and wants to re-enroll back. Where do you transfer the client?
What is retention?
If Agent incorrectly advised the client in response to the question, "who is Liberty Lending?" What level coaching did the agent commit?
What is level 1?
What is the name of an arrangement if the creditor is requesting balance in full?
What is a Payment Plan Arrangement (PPA)
The client has an alert to be transferred to extension 5003 what should you do before transferring the caller and which department is it?
What is the complete call flow and legal help?
What is the required item that indicates that an attorney must assist with resolving an account, as the creditors will only negotiate with a licensed attorney?
What is Consent for CC Referral to LORG?
If the client mentions BBB, AG or a bad review. Where do you transfer the client and where would you notate it?
What is warm transfer to escalation and notate account as a new complaint?
True or False
If an agent addresses budget and hardship but forgot to notate it in hardship tab. Is it coaching?
What is False?
What are the 5 different bank transaction fees and how much for each?
What is pay by phone and email $1.50
What is 2nd day $10
What is overnight check $20
What is USPS regular pay Free