Welcome Call
8am
You verified all information on a voe, what should be updated in employment tab?
length of employment (full time or part time), time on job, hire date and pay frequency.
Dealer calls in asking if we received a document, what do you do?
Verify receipt in onbase, if we haven't received it then provide funding email.
Which exhibit do we reference for exceptions?
Exhibit I in SPOT
Can we proceed with a contract sent via email?
No.
How long should you wait before trying to contact a customer for the second time to complete their welcome call?
Approximately 2 hours.
What information would be considered direct voe?
Dealer calls in to accept a fee, what do you do?
Notate AOS with his/her name thanking them for accepting the fee then add fee in disbursement tab.
What are 3 main attributes for exceptions?
Model Score, Exposure and PTI.
Can we use turbopass bank statements to verify voe?
yes.
What should you do if a customer speaks another language?
Use the translation line
How do you verify employment for Doordash, Social Security and business owner?
Doordash- doordash profile/bank statements
Social Security- Awards letter/bank statements
Business owner- Business license/bank statements
dealer calls in stating that they were missing funds when the deal got funded, what is the next step?
Fill out and send an ACH inquiry email to the ACH team.
What is the requirement for a good model score, PTI and exposure?
model score has to be 130+, PTI has to be below 20% and exposure has to be below 100%.
Which legal document can be sent automatically to the dealership?
Guarantee of Title
If the primary buyer has difficulty with some questions on the welcome call, then a third party claiming to be the co-buyer takes over the call, what should you do?
Verify their identity then proceed.
Name 3 situations for indirect voe
Dealer calls in stating the customer's first payment date has passed but the deal has not been funded, how would ACA proceed?
Customer makes their first payment to the dealership then we removed that amount from their net check when the deal is funded.
Can you close a voe exception via bank statments yourself?
Yes, only if an attempt was already made to the employer.
Which state does not require a buyer's order?
California.
What should you do if a customer mentions that they don't have their vehicle, check engine light is on, they do not want to proceed with the warranties. (Enterprise dealership)
Open pre-funding alert stipulation as well as stipulation for not wanting to proceed with warranties. We can proceed without vehicle possession due to it being an Enterprise dealership.
Can you waive voe on a deal?
Dealer calls in, immediately asking for a supervisor, what do you do?
Ask for an account number and what the problem is to attempt de-escalation.
Should you call out from work?
No.
Which document can be used to close the odometer statement stip other than the odometer statement?
Title application but with a note.