Store Upgrades
The new max amount for store 6?
What is $500?
A customer paid off his loan yesterday for $500, called in today, and wants to proceed with another loan. Application is expressed and the customer is now at Green 1. What procedure will be needed on the call?
What is a bank verification for clearance of funds?
or Bank Call
A customer asked to be placed on the do not call list? What is the expectation?
Full expectation is required
What is probing to determine what number the customer wants to have removed?
*Activate appropriate flag(s) upon the customer's request and/or Activate all flags if the customer hangs up.
Where an application is pending esigs ONLY and verbal rep(agent A) is on LV, how often should the agent follow up on the account?
What is every 4 hours, also need to note or call the account if applicable.
True or False
The diamond store offer will resume on May 16, 2022?
What is false?
The minimum amount for store 101?
What is $175?
A customer pays off his loan yesterday with a debit card in the amount of $800 and calls in the following day to reapply for another loan. The application was expressed, and the customer is going to be at a Blue 1. Is a bank call necessary?
What is...No?
QC calls a number and a third party picks up and states, 'wrong number?' What is the procedure?
Requires full detail
What is removing the number from CM, and using the termination code "wrong number".
True or False
Agents are not expected to check their pending loans 15 minutes prior to SDF or Batch cut-off time and before taking scheduled break/lunch.
What is false?
What are the different reward levels for Level Up?
What is.. Emerald, Silver, Gold, and Platinum?
Customer in Xact is cancelling because the fee is too high, what can be offered?
What is 2nd look or store 7?
A Xact customer calls into an agent and has changed their banking information. What is the newly updated procedure?
What is warm transferred to the BAU support queue or CS department?
A Xact customer states that he cashes his checks during the verbal verification. What is required of the customer to proceed?
What is sending in the last 3 months bank statement?
A pending application requires only esigs before origination, agent B accessed the application by QC, however, agent B did not complete the verbal. Agent B noticed that the payment schedule is incorrect. Agent B calls the customer provides the correct payment schedule and had the customer sign the application. Who does the origination rights go to, Agent A or Agent B?
Who is Agent B?
A VIP customer made a change to their date of birth and employment information, these two red flags would fall under what category?
What is Factual?
The customer is in store 9 and is qualified for $1500 but wants $1600?
**Amount must be given**
What is an increase of $125?
A MX customer changes the banking information during the verbal verification. What is the procedure?
What is withdrawing as "Failed Bank Verification" and having the customer submit a new application on the website with the new/correct bank account information?
A Xact customer is canceling because the fee is too high? List 4 sales rebuttals?
What is Larger loans amount of $1000-$5000
Save time and apply online.
Lower rates
18 months loan
Consolidate debt into one payment.
Refinancing available
Access to Free credit score
How often should an agent check to see if the customer sends in their bank statement?
What is every 2 hours?
What acknowledgement statement should be utilized for a customer who completed the survey and gave a promoter rating?
What is thanking the customer for rating our last exchange so positively? I hope my service is comparable. Also asking if there is anything to improve the experience today.”
If a new ML/BTL customer was upgraded to store 7 for an amount of $800 but decided to go with $300. What store should the customer be placed in?
What is store 6?
A Level Up customer calls in and changes her banking information that is not on the file. List the newly updated procedure that should be carried out?
Note: If a step is omitted, points won't be awarded*
What is..
*Withdraw application as 'Bank Account Changed and Updated'.
*Note the account with new banking information
*Contact BAU Support Queue for a new account to be updated*
**Express with code LUBC**
1. A customer calls to apply for another loan but there is no campaign code shown on LV, what express code should be used?
2. A customer calls in and LV shows MO1, will the campaign code be used in LV or will it be the level the customer is in?
Agent must answer both questions to receive points
1. What is utilizing the marketing code for the level the customer is in?
2. What is LV?
Agent A completes verbal verification however the call got disconnected. The employment and esigs were outstanding. Agent A made attempt to call back the customer but got no answer. Agent A also noted the account. The customer then calls into agent B who was able to verify employment and had the customer sign the documents. Who does the origination rights go to? Agent A or Agent B
Who is Agent B?
What store can a NC9 customer be advanced to once they successfully pay off their loan?
What is store 35?