GreenPath General
What are the hours of operation for the DTE queue?
9-4pm EST
RWA only- no appointments
How is the profile labeled in the event the client has passed away?
"Estate of Client Name" written in the session note. Profile still created in person who is calling name. Confirm authorization.
What is the direct phone number for Client Advocacy?
888-776-6735
How long does a counseling session typically take
"The initial counseling usually takes about 30 minutes, depending on your situation. Our Experts will tailor the session to your situation and goals."
What is a forbearance?
When your mortgage servicer allows you to pause or reduce your mortgage payments for a limited time period. Example, loss of income, loss of spouse, injury, etc- this gives the client time to figure out their next move for the loan.
True or False: The Program Launch Specialist is responsible for the day-to-day maintenance and client support for our DMPs.
False, CST-Client Success Team is responsible for maintenance and client support for DMP programs.
I am a homeless client. How do you proceed?
Provide HUD.GOV website, look up local branch number for client, and advise client to call United Way 211 for more resources. Can also provide resources through Findhelp.org if needed
You have just scheduled an appointment for a client. Tell me all the information you are required to confirm and provide.
Confirm the date and time of the appointment, let them know about a 15-minute call window the expert could be calling within, and the call is coming from a 248 area code.
What things or documents do I need for counseling?
There is nothing that is required for counseling! A general idea of monthly expenses is helpful but again nothing is required.
How does the DMP work & how much does it cost?
"This program is a structured repayment plan that helps clients pay off debt faster by bringing accounts current, lowering interest rates and waiving late and over-the-limit fees. This means that more of the payment would go towards reducing the credit card debt. Any fees associated with the DMP will be discussed with the expert because there are variables to the fees like what state you live in. This is a no obligation session to see what all of your financial options are."
What greeting do you use in the event the Talking Point doesn't provide a greeting?
"Thank you for calling GreenPath, my name is ______. Can I have your first name please?"
I just had a job interview the other day and I was calling to check in to see if I got the job.
Advise them to email careers@greenpath.com for further assistance
24-48 hour turn around time
Can provide Ashley Franklin's phone number (Recruiter)
If a client is struggling with loss mitigation, what does this typically mean?
Typically these type of clients have a mortgage and are struggling with payments for their loan. Loss mitigation reviews the options available for the loan.
What does HUD do?
Think of HUD like the housing department for the entire country. They are responsible for all things housing for the US. They enforce fair housing laws, provide programs to assist clients looking for housing/funding support, provides temporary housing solutions, funding to HUD non-profit organizations like GreenPath, to provide counseling services, etc.
Explain what ARP is. Provide an example using ARP
Acknowledge, Respond, Pivot
I need to schedule a Face to Face appointment for a client with Jim Beaver. Show me how.
In GreenSpace, https://greenspace.ccchq.com/content/50711/face-to-face-appoinments
click the link and follow step by step instructions to schedule
I am looking to speak to the person in charge of your marketing. I have talked to them in the past and have a new product that would really suit their needs. Can you connect me?
DO NOT provide ANY names or information. In Jabber, transfer them to the voicemail box 1-555-555-1522 so they can leave a message. 24-48 hour turn around time for a return response.
If a client has more than one mortgage, and expresses concerns with their 2nd mortgage, in FiQuest, I am going to select ______ mortgage and document _____ mortgage in the session note.
If a client has more than one mortgage, and expresses concerns with their 2nd mortgage, in FiQuest, I am going to select PRIMARY mortgage and document SECOND mortgage in the session note.
What lines of business do I need to advise the client that there is a SOC and callback feature?
Any new assessment queue. CST, PLS, CA or MISC FWE queues do NOT have SOC/callback feature
Who is HPF and what do they do?
Homeownership Preservation Foundation- Guide clients on the path to sustainable homeownership and financial health by connecting clients to resources and Experts who can assist them with their needs. Homeownership Preservation Foundation really focuses on housing concerns like mortgage delinquency, homelessness, rental support, etc.
Explain how to use Propio
I am trying to get ahold of someone in your HR department to verify a previous employee
We use the agency "The Work Number". Provide 800-367-5690 and the employer code 109028. Any issues or if unable to use The Work Number, have them email employee_experience@greenpath.com
Try to overcome this objection: "I don't have time right now. I will try and call back later."
It takes me about 5 minutes to set up your profile and I could schedule you an appointment for as soon as next business day where the Expert could call you directly to discuss these concerns. Would that work better for you?
What information are you sharing with my credit union?
“To show the credit union that their members are using and benefiting from our services, we may share basic demographic details- like age range or zip code- without including any personal identifiers. This helps them understand the impact of the partnership while keeping your privacy protected. While it's not common, there may be occasions when a credit union requests a copy of an action plan or a recording of a counseling call to better understand their member's experience with GreenPath."
Is a loan investor and a loan servicer the same thing? f not, what's the difference?
A loan investor is who “owns” the loan. They put the money up front for the loan. The loan servicer handles the day to day on the loan- collects mortgage payments, maintain escrow accounts, paying taxes and insurance, etc.