Help Tool
This is where you can find a list of scripts
What is Scripts?
When reading a disclosure it is important to do this
What is read it word for word?
Not fully verifying a customer is violations of what
Whats is Privacy/Reg P?
What a customer has a Mini Miranda you must read it in this time period
When is 30 seconds?
A step by step walk though of the loan procedure
What is Customer Navigation?
When discussing rates it is important to use this term
What is Annual Percentage rate?
Saying "rates" or "interest" instead of Annual Percentage rate Violates what
What is Truth in Lending Act/TILA/Reg Z?
What type of payments are we not able to cancel
What is a Lodged payment?
This is where you can find a list of CMS violations in Job Aids
What is Regulations Violations?
This must be disclosed to every new caller when they get on the line with us
What is a recorded line?
If you ask a customer if they are married what policy does this violate
What is the Equal Credit Opportunity Act/ECOA?
When withdrawing an application what must be read
What is Decline Applications Script?
This is where you can find a list of acronyms for ways to apply
What is Channel Codes?
What Claims should never be made
What is Claims we don't support?
Telling a customer that due to their disability they are not able to apply for a loan violates what
What is Americans with Disabilities Act/ADA?
When accepting bank information this must be read
What is permission to credit account?
You can find all aspects of an inbound agent in this tab
What is Service Tab?
What are questions we should never ask a customer
What is questions about age, ethnicity, race, sexual orientation, religion, gender, politics, marital status, gender identity, or children?
Talking specifics as to how things will show on someone’s credit report violates what
What is Fair Credit Reporting Act/FCRA/Reg V?
When suspected fraud at AP1 a customer should be transferred to this department
What is Advocacy?