Pre-Consol
ERAP
Disbursement
COE
Miscellaneous
100
Borrower's loans (CSLP/ABDL) is entering repayment April/18. Do you have access to see ABDL consol letter? If not how would you handle the call? 
No. provide est using payment calc in galaxy or using payment calc I e-mailed to floor. 
100
What is the timeframe to process ERAP app?

What is the timeframe to process paper rap app? 

2 b/d ERAP 4 b/d paper app
100
We just received the borrower's ECERT on file with no exceptions; what must be discussed on this call?
It will take 2 b/d to process, up to a week for eft. Would you like to confirm your bank account information?
100
What is the time frame to process regular sched 2/ECE portal/download from ONT Gov't/download using BC service provider website? (no exceptions)
2 b/d
100
What is an acknowledgement statement?
Yes, I can help you with that, I can assist you with that, ETC
200
You just updated borrower's address, the consol letter was mailed Jan 26/18. What do you do?
Ask the borrower if they received their consol letter and reprint if they haven't. 
200
Borrower's approval period has ended Feb 28/18. They need to apply again, how should the call flow go? 
You can reapply now on NSLSC website, apply before March 27 1pm est. 
200

The following note is on the borrower's file:PARA Feb. 27, 2018 17:59:19 ******************** PIR MSFAA 117042870 - PLEASE NOTE NEW TRANS ID# 3731405********************

PARA Feb. 27, 2018 17:17:17 PIR MSFAA 117042870 ID 201769 REQ SENT FOR BORR CNTCT VIA TRIC DIALER... RE:

PARA Feb. 27, 2018 17:17:16 B24: MISSING/INCOMPLETE TRANSIT NUMBER... PLS ADV STUD TO SEND IN UPDATED BANKING INFO. PLS NOTE BANK TRANSIT # MUST BE 5 DIGITS. BORR MUST BE SOLE/JOINT OWNER OF A/C TO PROCESS MSFAA. NO 3RD PARTY BANKING INFO ACCEPTED. BORR

PARA Feb. 27, 2018 17:17:15 CAN MAIL NEW BANK INFORM VIA DIRECT MAIL.

MANO Feb. 27, 2018 11:06:35 PROV-ON MSFAA#: 0117042870 TRACKED EXCP ID# 201769 B24

SYST Apr. 21, 2017 12:59:59 MSFAA # 0113359125 STATUS UPDATED TO EXPIRED

What must be discussed in this call?

Fax in a void chq/direct deposit form with your name on it, fx#1877-360-1387, up to 24-48 hours to rcv fx, 2 b/d to process MSFAA, The following b/d the prov will be notified that your MSFAA is processed they will COE with your EI (No TF). The Prov will send us your e-cert, once we have the e-cert, 2 b/d to process, 3-5 b/d for eft.
200
Loan is in repayment, we just took a payment Feb 28/18 300 - OSI was 30.00 as of March 9. We just received schedule 2. What would do in this scenario? Provide t/f's
Ask borrower's permission to move 300 pmt to March 9th, send a/r to ln/ln rev, provide t/f, 2 b/d for ln/ln rev, 1 b/d to flip, 2 b/d to process sched2
200

After you ask Are you the loan holder? Borrower responds with I just want general information, what do you do?

You must attempt one more time in opening the file and confirm you are speaking to the borrower. 

300
Borrower still has pre-consol on their file, Loan consolidated January 1/18, do you have to go over preconsol?
No
300
It is March 1st, borrower's apprvl period just ended for RAP AP 60 Feb 28/18 (PAD active). Borrower is having trouble re-applying online. What would you advise the borrower? 
wait 10 calendar days then apply online. Apply before March 27 1pm est. 
300
We just received the borrower's Ecert today, the borrower has started FT school Jan 6/18 and is on ERAP zero pmts till April 30/18. What must discussed in the call?
T/F to cancel ERAP (5 b/d) 1 day to flip 2 days to process, 3-5 b/d for eft, would you like to confirm your bank info? 
300

You see the following notes in file:

OPER Mar. 7, 2018 08:29:11 EOS RECD REPORT DLYEC11 DATED 03/05/18 POS 01/03/18 TO 04/30/18 EI SIGN DT 03/05/18 EFF DT 03/05/18 EI CODE CUAC EXCS B52( FE012 $23.13 FE007 $5.99 ) PIR - SENT TO TRIC DIALER FOR CTCT ATTMPT W/ BORR

OPER Mar. 7, 2018 08:28:57 AWAITING PAYMENT FOR B TO A FLIP

SYST Mar. 6, 2018 11:01:27 COE COMPLETED BY EI VIA PORTAL FOR THE PERIOD 20180103 TO 20180428

GNEI Mar. 5, 2018 13:24:27 BORROWER CALLED, BR ADV EI CONFIRMED ENROLLMENT BU T WEBSITE WON'T UPDATE, ADV TO FILL OUT SCH 2 FORM , ONCE IN CLASS A, CAN APPEAL GPI WITH CLSP

NORO Feb. 20, 2018 17:50:20 EOS...RECD ECE INVESTIGATE REPORT DTD 02/16/18 POS 09/06/17 TO 12/31/17 EI CODE CUAC...EFF DT 02/14/18. RECD PAST EOS...UNABLE TO CHANGE EOS

SYST Feb. 15, 2018 11:00:36 COE COMPLETED BY EI VIA PORTAL FOR THE PERIOD 20170906 TO 20171222

SYST Feb. 12, 2018 23:59:59 CONFIRMATION OF ENROLLMENT SENT TO EI FOR ECE TRANS ID 1000450020: NEW REQUEST

CHIF Feb. 12, 2018 19:30:01 >>PRECON >> CONTACT US EMAIL SENT >> IF BORR CALLS PLS ADV OF DM OPTIONS.

What needs to be mentioned on this call? Borrower is upset that loan entered repayment 

Give payment optns, tf to rcv pmt, tf to flip ln to non rpmnt. 
300
The call was disconnected accidentally, during address verification, what do you do?  
Call the borrower back
400
Borrower wants to decrease their monthly payment by maxing out term, loan is entering rpmnt April/18, what do you do? Include all steps and tell me what you would type for the notes
Send AR to ROT future dtd to decrease term eff April 30/18 by maxing term 174 mos as per cst rqstd. Include AR in notes and read CPA scripting. 
400
Borrower needs to confirm Family size and Martial status, what do you do?
Send AR to info rcvd with the information that borrower confirms. 
400

You see the following note on file:

MOHS Mar. 5, 2018 16:18:53 B19: DIRECT MAIL 2 PCS OF GVT IDS REQ... MSFAA RECD VIA DIRECT MAIL INSTEAD OF CPO/KIOSK. PLS ADV STUD TO SEND IN 2 PCS OF LEGIBLE GOVT IDS SIN# + PHOTO (NAME + ADD MUST BE LEGIBLE) AND MAIL TO NSLSC/PIR

DEBO Mar. 5, 2018 10:29:36 PROV-MB MSFAA#: 0000042102 TRACKED EXCP ID# 201907 B19

Borrower doesn't have SIN Card

What would you advise on this call and provide timeframes

Mail in 2pcs gov't id (SIN and photo), any gov't document with SIN# on it. tf to rcv mail, tf to process MSFAA, following b/d prov will be notified MSFAA active they will COE with EI, once confm'd prov will send us ecert (no tf), tf to process ecert tf for eft. 
400

Borrower called in to inquire why loan entered repayment status - COE was sent in. You see the following notes on file: 

IVR Mar. 8, 2018 11:41:58 BORROWER AUTHENTICATED ;VERIFIED POSTAL CODE CLASS B PAYMENT ;

RACB Aug. 18, 2017 08:06:47 EOS RECD REPORT DLYEC11 DATED 08/16/17 POS 09/24/17 TO 12/31/17 EI SIGN DT 08/16/17 EFF DT 09/24/17 EI CODE AUAF PSCD TOO FAR IN THE FUTURE REPORT NOT REQUIRED

SYST Aug. 17, 2017 11:00:26 COE COMPLETED BY EI VIA PORTAL FOR THE PERIOD 20170924 TO 20171218

SYST Aug. 10, 2017 23:59:59 CONFIRMATION OF ENROLLMENT SENT TO EI FOR ECE TRANS ID 1000388740: NEW REQUEST

Why wasn't COE processed? 

We received your COE too early, the earliest we can receive COE is 30 days prior to start date.  
400

What is the balance as of today and daily int? Loan#9-790086  Check in mainframe

9231.29 1.29
500
Borrower just entered pre-consol effective March1/18 the details are:

Balance = 10,350.50 March1 MPA = 100 Pad Active = TD. Borrower can't make payments, and not FT stud.

How will the call flow be? 

Your loan has entered repayment March 1st, FPDD March 31st, MPA 100. Payments are due on the last day of each month, if the last day falls on a weekend or holiday we debit next bus day. Your Bal as of March 1st 10350.50. We have you set up on Pre-Authorized pmts from TD, this is the same account we sent your student loan into. Would you like to use this for repayment? We report your loan to the credit bureau every month including late pmts. We offer 2 debt management programs; ROT (incrs/Decrs) RAP. You can apply for RAP on NSLSC.ca once you submit your rap app it will get here instantly, 2 b/d to process, you will be notified through your PMC, keep POI, you may be apprvd for zero/ap pmt.

Future calls call 1888-815-4514

500
Borrower is approved for RAP AP 250 effective Jan 1/18 - June 30/18 Borrower has ABDL loan. When Borrower applied her income was 3604 for f/s 2; now her income is 3200 for f/s 2 effective Feb/2018. What would you recommend in this scenario and what actions need to take place? (include t/fs) 
Advise the borrower she can do re-adjudication based on the new income. Send AR to "Re-Adjudication" to cancel rap AP eff March31/18. Submit RAP application through DM web using "Re-adjudicate" adv t/f to recv (up to a week) fx/mail back t/s, fill mnth 1 gross inc for March and mnth 2 actual gross inc for Feb provide POI for feb, 4 b/d to process, may be approved for zero/ap pmt. Letter mld of outcome. Add SPHC on ABDL loan
500

Borrower called in Feb1/18 to inquire where his monthly disbursement is? The following is released:

Jun 16/17 Fed 8400 Prov 7920 (SK)

June 19 - 990 (prov) June 22 - 990 (prov) Jul 28 - 990 (prov) Aug 30 - 990 (prov) Sep 27 - 990 (prov) Oct 31 - 990 (prov) Nov 29 - 990 (prov) Dec 27 - 990 (prov)

What do you advise the borrower? 

All provincial disbursements released. If they need more funding you would need to contact prov to get assessed. 

500

You see the following notes in file:

OPER Feb. 20, 2018 08:40:04 EOS RECD REPORT DLY07ONF DATED 02/16/18 POS 01/15/18 TO 08/31/18 EI SIGN DT 02/16/18 EFF DT 02/14/18 LOAN(S) FLIPPED TO 'A' STATUS

SYST Feb. 16, 2018 23:59:59 FE011 9-492281 -ABP REINST. W/ O/S INT TO COLLECT: ABP EFFECTIVE DATE :02/14/18 FE INT OWING: $14.35 NEW PSCD :01/15/18 ON INT OWING: $0.00 NEW PSED :08/31/18 TOTAL INTEREST OWING FOR FLIP : $14.35

PARX Feb. 16, 2018 16:26:51 PIR- REQ SENT FOR BORR CNTCT VIA TRIC DIALER-

PARX Feb. 16, 2018 15:40:31 B08 ; LN=9 492281; OSI=$16.4 PIR FE/ON 17779303 578213 POS 01/15/18-08/31/18 CALL REQD RE: TOTAL OSI $16.4 (F) $16.4 - (P) $0 EFF DATE 02/16/18

PARX Feb. 16, 2018 15:40:30 PLEASE MAKE PMNT ARRANGE W/ BORR TO COVER OSI. IF NO PMNT ARRANGE MADE, FULL PAPP PMNT AT EOM WILL BE DEBITED TO COVER OSI. DOC CANNOT BE PROCESSED PAST EOS OF 08/31/18

PARX Feb. 16, 2018 15:40:29 AWAITING PAYMENT FOR B TO A FLIP

PARX Feb. 16, 2018 15:20:55 L/O-CERT FE 17779303 EXCPTN ID# 578213 B20

SYST Feb. 16, 2018 10:03:12 ON E-CERT (EXCEPTIONED):LOAN IN CLASS 'B';

What do you advise the borrower?

Borrower doesn't need to pay OSI, 1 b/d to flip, 2 b/d to process, 3 - 5 b/d eft. Would you like to confirm your bank info?

500

Is the borrower on approved rap period? Loan#6-448062, if they are what are the apprvl end/start date? if the application is rejected why? check in mainframe

Yes Apprvd for zero pmts eff Nov1/17 - Apr30/18
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