Day 1
Give 5 States we can't do business with
No Business States
New and Returning Customer
1.Arkansas (AR)
2.Connecticut (CT)
3.Colorado (CO) Except SOF Returning Customer
4.Georgia (GA)
5.Minnesota (MN)
6.New York (NY)
7.New Mexico (NM)
8.North Carolina (NC)
9.South Dakota (SD)
10.Utah (UT)
11.Vermont (VT)
12.Virginia (VA)
13.West Virginia (WV)
14.Pennsylvania (PA)
If the customer will tell you on set of the call, I am not interested anymore with the loan, How would you handle this?
Ask, May i know the reason why you are no longer interested with our loans; If because of High Interest/Finance Fee, Discuss Payment Options
----------- It is the balance after all the transaction made on that specific date
Ending Balance
Please read and tell the class where can we find the scripts for TBW.
Thank you for completing your loan application with [NAME OF THE PORTFOLIO]. As per a final review, your loan application was denied by our underwriting department. [NAME OF THE PORTFOLIO] has specific guidelines in order to lend funds and based on the data you completed with us you were not approved. A notice will be sent to you with instructions as to the steps you can take in order to find out the reason for the denial.
When wrapping up the call
Thank you for your interest in [NAME OF THE PORTFOLIO]. Have a great day.
==============================================================
It can be found in Scripts and One Click File
Give all the Compliance Related topics that was discussed from day 1 to present
Outbound Monitoring Disclosure, BSA/Authentication, Military Questions and Third Party Disclosure
What can we do in VPS?
Give 5 Red Banks and Tell us where can we find those
Metabank, Bancorp, GreenDot, BOFI, Netspend, Chime Bank and we can find them in One Click File
Conference call/3WC, Decision Logic and Silent Call
Give me the sites where can we verify if the work number is under a company name or it is a valid work #?
Phonelookup
Okcaller
Inthelists
Give me the Decision Logic Process
Request, Send, Retrieve and Analyze
Weekly, Bi-Weekly and Semi-Monthly
What do we need to know about Bank Phone Numbers?
We don't ask the customer about bank phone numbers, we will call the bank using the phone numbers we have in our Bank Directory in One Click File or if not in the bank directory we will search it in google and look for the bank's phone number in their respective bank official website
- High Risk! Never Delete Unless Returning Customer
- Fraud
- MetaBank
- Green Dot
- Prepaid Cards
What are the bank account types that we accept?
Personal Checking Account
Personal Joint Checking Account
Personal Checking-Savings Account
Business Account Only for Returning
If the banker confirm the address of the customer is a PO BOX address, what are you going to do?
Take note of the PO BOX address of the customer and still try to probe if the banker can see any physical address in the account
Why do you think leads are important?
•Potential Loans.
•Customer waiting for help.
•Other companies might take the Leads.
•They were purchased by the portfolio.
What are the payment options we can offer?
Default payment option, pay down and pay in full
Hold in the account and Hold in the transaction
What is the maximum amount we can lend our customer if the type of VOB is 3WC/Conference Call?
$975
If joint account what do we need to ask the banker?
If the customer applying for the loan is the primary account holder cause if not we need to know if they have equal rights in the account
What do we need to know about Casinos? or Customer who works in a Casino?
We need to check in www.500nations.com if the Casino is a Tribal Owned or State Owned Casino for us to proceed in Lending
1.Duplicated payment.
2.Customer made repayment on stop payment.
3.Customer still does business with the merchant even after the stop payment.
When we ask the banker if the account does accepts unlimited ACH credits/debits and the answer is limited what do we need to do?
Ask How much is the limit and get Decision Logic
Do you have Online Banking?
Do you know your username and password/Credentials to your online banking?
Can you connect to the internet right now or do you have data to access internet?
Give 5 Targets we can Verify when doing Decision Logic
Account holder’s name, Banks name, ABA, Account number, Type of account, Balance (New Day New Balance), Balance history and trends, DD and withdraws, Potential Open Loans, Ending balances, Multiple Accounts