Application
Statuses
Statuses
What does the “applied” status mean?
Customer has completed at least step 1 (basic information) of the application
What is the first step to any IB call?
(2 part answer)
Greeting AND affirmation statement
“How can I help you?” AND “I can definitely assist you with that”
What is our APR range, loan term, and amount range? (3 part answer)
-5.99% - 19.99%
-36 months - 60 months (3yrs - 5yrs)
-$2,000 - $50,000
How long must you wait in dead air before providing the Inactive Call scripting?
At least 30 seconds.
What has ten letters and starts with gas?
Automobile
What does the “canceled” status mean?
Customer's application was either canceled or stalled out within the last 30 days
How many Future Expectations do we have available to set, and what are they? (Just the names of each, not the whole scripting)
4 (four)
-“Not Applied”,
-“Ready for Approval”
-“Awaiting Docs”
-“Decline”
What does “APR” stand for?
Annual Percentage Rate
What words could be considered “jargon”, and could potentially be marked down for on QA?
(Any of the following....)
App, Rep, Bounce, Reject, Helpscout, Jumio, Matrix, Portal, Support Ticket, SSN/ soc (“sosh”), NOAA, Cannot Apply Reasons, Auto- approved, Warning message
Why is Europe like a frying pan?
Because it has Greece at the bottom.
What does the “rejected” status mean?
Customer's application was rejected within the last 30 days
How many times per day are we allowed to call as CST OB?
3 (three)
What does the APR calculate?
It calculates the total cost of the loan to the customer, including additional costs such as the Florida Doc Stamp Fee.
What LiveVox status should you be in if Portal is down?
“Ready”
I am a rock group with four members. All dead, one was assassinated. What am I?
Mt. Rushmore.
What does the “approved” status mean?
Application was approved (all required information has been verified) but the funds have not yet been issued
How many times can you ask if a CST has any further questions?
As many times as it takes until the CST answers in the negative.
What does the Interest Rate calculate?
It calculates only the daily accrued interest on each loan.
What should you do if Portal goes down?
Notify a manager and wait for further instructions.
Two in a corner, 1 in a room, 0 in a house, but 1 in a shelter. What am I?
The letter “R”
At what point can we tell the CST that they have been approved?
Once they receive their “Congratulations, your money is on the way!” e-mail. (CST will be in "current" status, NOT in “approved” status.)
What are the 3 things you ask for when securing a call?
The full name as it appears on the CST’s application
The last 4 of their SSN
Their full DOB
What happens if a CST asks to receive a hard copy of their contract?
advise them that a PDF of their contract is as valid as a physical one.
Inform the customer their request will be submitted to send the contract via US Mail.
(Submit a support ticket to US Resolutions → Other, or advise the customer that they may submit their request via email to resolutions@tdfitloan.com)
US Resolutions will then handle the request moving forward.
What scripting should you use if a CST calls while Portal is down? (full scripting)
Use scripting:
“I do apologize, but our system is currently updating and I am not able to pull up any applications. It should be back up shortly, but I would be more than happy to answer any general questions you may have.”
The person who makes it has no need of it; the person who buys it has no use for it. The person who uses it can neither see nor feel it. What is it?
A coffin