Bank Terminology
What is the difference between a debit & a payment?
Debit: It’s a transaction that is withdrawn from the customer’s bank account on file, debits are collected in order to send a payment.
Payment: The amount of money that must be paid every month in order to satisfy the terms of the loan.
What is EarnUp’s primary database to service customers?
CAS/Denali
What three pieces of account information must every ticket include in the ticket properties section?
Customer ID
Loan ID
Name two types of outbound calls.
Confirmation
Account Adjustments (Obtain Loan Transfer information)
Retrieving information
Call back/ General inquiry
Complaints
Transactional Adjustments
What is the first thing we must do when accessing an open new triage ticket?
Make sure that we associate a Denali customer account with the request from the Zoho ticket. (Add the CID, LID & Denali Link)
Name the two payment methods we have and their specifications
Check (Nordis): For check payment, we need to send payments a week before payment is due, around the 25th, 26th or 27th of each month.
Electronic (ACH or JHA): For electronic payments, we schedule them out on the first date of every month.
What tool do we use to work processes, requests and escalations for our customers through tickets in order to fulfill the operational work on the backend?
Zoho
What are cases in which we would place a ticket on hold?
If there are any extra actions to be completed, the ticket must be placed on hold.
When completing the attempt process.
What are the three types of priorities we have for contact attempts?
Low Priority.
Medium Priority.
High Priority.
What type of origination ticket will not include information about the request in the note section when ticket is created?
The tickets created form the support website.
What is the grace period on a loan?
The additional time a lender provides for a borrower to pay the mortgage payment without penalty. It’s how long the customer has to pay the mortgage before they acquire late fees.
Note: Most lenders provide a 15 day grace period and if the payment is received after the expiration of the grace period, customers might be assessed with a late fee by the loan servicer.
What is EarnUp’s primary database is called? Also name the identification numbers we use for our customers.
Denali/CAS
identification Numbers:
- Customer ID (CID)
- Loan ID (LID)
Name one of the parts in the verification process.
Request Information Complete: Verify information provided on the original request to make sure we have the correct and sufficient information.
Additional options:
Filling Ticket Properties: Make sure that in every ticket we add the Customer ID, Loan ID and the Denali/CAS Link to identify the specific loan we will be working on.
Notes: Read previous notes on both the ticket and Denali to understand the specific case we are working on.
In the call opening, what part of the process do we need to do as a must before providing the customer account information?
The Authentication process.
After we complete locating, adding the Denali information on the ticket, what is the next step we must "search" in this process?
Search for duplicate tickets.
What is a refinance on a loan?
Process of paying off an existing loan with the proceeds of a new loan. When the customer refinances their loan, they are often given a new loan number and new terms (principal, interest, term, etc.).
What three things do we need to always be checking everyday to make sure we maintain full communication within the team?
Check our:
- Slack
- Google Calendars
In what part of the ticket can I review the details of every change or update that has been made on a ticket?
History tab
What must be said on every outbound call in the opening?
QA disclaimer.
“Let me inform you that this call may be monitored or recorded for quality assurance purposes.”
If we need more information from the customer, follow the attempt process. (Need more info of request or to locate an account with information provided in the ticket)
If your supervisor advises to keep the ticket on hold in the triage queue.
Name the different debit cycles we have and explain them.
Weekly: Debits are completed every week on the date customer chooses.
Bi-Weekly debits: This is completed every other week on a specific day of the week.
Semi-monthly debits: Account is set up to be debited in two fixed dates, it could on the 1st day of the month and on the 15th day.
Monthly debits: As the word states, the amount is taking out of the account once a month is the date selected by the customer.
Name three things we can find in the customer details page.
Customer Details
Enrollment Status
Edit Customer Details
Report a Complaint
Loan Details
Add Loan
Zoho Tickets
Notes
What are three sources of ticket origination?
Support Website. (Created by customer)
Email. (To support@earnup.com)
Denali Escalation. (Created by agents or internal team members)
Name three pieces of information we can use to authenticate the caller.
Last 4 SSN
Date of Birth
Mailing address
(All this pieces of information must be verified based on what we have on our system)
What should we do when a customer requests proof of transactions, account statement, transaction history or any request that refers to past history transactions?
Download the selected transaction history in which dates customer is requesting (For a letter transaction request or if no email) or Send PDF copy to email on file by clicking the button option. (If requested to send through email)