First Steps
After entering the invitation ID# and reading the disclosures what do we need to do first on the short form?
What is have the PA spell their first/last name to confirm it's accurate in the system?
What do we do if the PA is upset/frustrated about the loan process, however we have calmed them down?
What is put in complaint/feedback on the complaint tracker?
What if a PA states that the process is outrageous and time consuming?
What is UDAAP?
We state that our loans are better than a loan with compounding interest.
What is you said the word compound interest, that is a defect!
Agents follow this procedure for verification on both inbound and outbound calls. Applicant verification must be performed before releasing information or processing pre-qualification forms or loan applications in DLOS?
What is Verification of Prospect/Applicant (ACQ): DPL Procedure?
On a invalid physical address RR, what is the first thing we should do?
What is ask the PA to confirm the full physical address?
If a PA gives us permission to do an OBC outside of normal calling hours for their location, what do, we need to do? And is this ok to do?
What is yes this is ok to do, and we would memo the consent from the customer?
What if the PA states that our APR is highway robbery?
What is UDAAP?
If we tell the PA that paying off certain debts prior to applying will improve their approval odds and/or APR.
What is that would be a defect?
Agents use this procedure when a customer has Servicemembers Civil Relief Act (SCRA) or Military Lending Act (MLA) related needs and/or concerns.
What is SCRA and MLA Handling (ALL): DPL Procedure?
What are the requirements to be eligible to apply for a DPL loan?
What is minimum of 25k income or household income, 18 years old or older, email address, US SSN?
What do we do if the PA doesn't have the creditors disbursement addresses?
What is we advise them to give us a call back once they have that information or direct them online to enter that information?
What if the PA states that we are declining their loan because they are 84 years old?
What is discrimination?
We state that your Discover card status doesn't have an impact on your personal loan decision?
What is that is a defect?
Agents follow this procedure to determine a prospect's/applicant's risk, request to have an Annual Percentage Rate (APR) assigned, and/or determine if application is approvable. Pre-qualification form/application was assigned a default (invalid, negative value) long term portfolio risk score (LTPRS).
What is Negative/Invalid LTPRS, Invalid Gen 6, or Invalid Gen 7 (Multiple Triggers) RR: DPL Procedure?
What is the first step on the 4506-C Procedure?
What is to check and see if OTP/XID has been done already?
What is the timeframe that we have to give to the PA when they want to reapply for soft pull and hard pull apps?
What is for a soft pull wait until after 15 days from the app start date to reapply and for hard pull apps they need to wait until after 90 days from the app start date.
What if a PA states they are a Discover card member and they are upset that they have to submit paperwork for the loan?
What is complaint?
If giving the offer to the PA and we already presented it once, and we don't say estimated again?
What is not a defect?
Agents use this job aid to understand how to calculate simple interest on a DPL to customer's payment of simple interest finance charge with each monthly payment.
What is Calculating Simple Interest and Daily Interest (ACQ, SER & RAD): DPL Job Aid?
What is the first thing we should do before running the WNT?
What is check and see if it has already been ran?
When presenting an offer to a customer what do we need to make sure we include?
What is the term length, the loan amount, the estimated APR, the estimated payment, tie in the goal/dream and development.
What if the PA states that we stopped doing the home equity loans because we weren't making enough money off of them?
What is a complaint?
If you clear employment verification even though the employer's name doesn't match, and the income shows $2.00 but has been reported in the last 30 days?
What is this is not a defect!
Agents may use the following talking points in relation to disbursements and repayment information and/or applications in the D01 queue.
What is D01 Queue & Disbursements (ACQ): DPL Talking Points Procedure?