ATLAS
These are the high security updates that require docs.
What is DOB,NAME,SSN ?
This is the were in ATLAS,I can find basic dispursement information.
What is click on Dispursements link in the Loan Actions screen?
This is the ATLAS screen that you would use to make a payment.
What is loan actions in the Help Me screen or Payments hyper link?
This is what is done in the H portion of hero.
What is
Listen with no interruptions ❑Relate to the customer ❑Ask probing/clarifying questions to understand why they needed to call ❑Focus on what you can do ❑CCH-when applicable ?
This is the amount of time COVID DR is signed up for
What is 1 month?
The screen that you find the account center information
What is the Know Me screen?
This is were I go to confirm account numbers from dispursements.
What is DLOS?
This is the only person that can set up AP on an account.
What is the customer?
This is what happens in the E portion of HERO
What is Validate (Acknowledge) customer’s emotion and effort❑Be invested in the customer experience by showing genuine interest and check for understanding along the way❑Match communication style to have a two way conversation❑Appreciate and be empathetic while using positive/upbeat language
These scenerios are not eligable for DR
What is
Confirmed Bankruptcy
This is were I would find the name or add a ATP.
What is relationship maintanance ?
This is is done if a dispursment delay causes a late fee.
What is the late fee needs to be manually adjusted when voiding or reversing the dispursement ?
This is the information needed to take a payment from a UTP.
What is their full name, DOB, Address, account information?
This is the R section of HERO
What is Fully understand the problem before offering solutions❑Make it easy on the customer ❑Utilize tools/resources to provide relevant solutions❑Exhaust all options to resolve the inquiry for the customer
This is the first step of DR
What is Confirm the customer's physical/POE address?
I find the break down of a payment here.
What is transactions section of the Help Me screen?
This does occurs in real time and does not need to wait for batch processing.
What is void or reversal of dispursements?
I use this screen to give a Pay off qoute.
What is the Payoff Quote link from the Loan Actions menu ?
This is the 0 portion of HERO
What is
Assume responsibility of customer’s issue with “I” statements ❑Manage responses so that solutions are presented in a positive way❑Follow through on commitments and scheduled follow-ups as needed
This is the time frame option for DR non COVID reason.
What is 1 or 2 months?
This is were I would find if an account was in a program
What is either account status in Loan Overview or Loan Details?
The tool that is used for reviewing if a dispursements was sent to a creditor already.
What is Genisis?
This is the latest time a customer can stop an AP.
What is 5 pm day the payment was set to withdraw?
This is what the call closing should consist of.
What is
❑Recap actions taken (what to expect next, letters/confirmation #, and add specific details) ❑Affirmation statement: Have I address all your questions?❑Close with Brand: Thank you for calling Discover Personal Loans❑Add feedback/complaint if necessary❑Notate account (include Ani#)
This is when I need to push out AP on a DR.
What is
Push the Auto Pay/Recurring Payment out to the next due date after the Disaster Relief has been completed or canceled for the following payment types/schedules: