CUNA MUTUAL
What are the 4 products that we offer through CUNA Mutual?
Guaranteed Asset Protection (GAP), Mechanical Repair Coverage, Credit Life , and Credit Disability
What is the code to make a Cenlar mortgage payment?
SW SC LP
Credit Card
Personal Loan
Line of Credit
Secured Personal Loan
Auto Loans
Mortgages
When in conversations with members or callers, we must be what kind of a listener?
An Active Listener
What does LA stand for?
Loan Advance
What Does MRC stand for?
Mechanical Repair Coverage
What does the code PP stand for?
PP stands for Principal Only Payment
What does CPI stand for?
Bonus 100 points: What is CPI?
Collateral Protection Insurance
Bonus: Collateral Protection Insurance(CPI) may also be commonly be referred to as forced placed insurance. There is an insurance requirement while a vehicle is financed and the required information is provided to the borrower at the time the loan is funded. If at any time during the life of the loan the insurance requirement is not met a CPI policy is added to the loan in order to insure the collateral.
When speaking to a member you should use their what?
Their name
Who is the company we use for CPI?
State National
Can a member cancel Credit Life or Credit Disability after the loan has funded?
Yes
The member has a 30 days free look
When you are doing a Cenlar Principal Only Payment, what is the code you place in the "Payment Amount Transaction Code prompt"?
05
Can a borrower change their due date or frequency for a loan?
Bonus 100 points: If so, how many times?
Yes they can.
Bonus: they can only change it one time in the life of the loan
What are the 5 important factors when De-Escalating a call?
Concentrate
Relate
Reiterate
Communicate
Accomodate
After purchasing a Vehicle/Boat/RV/Motorcycle, how long does the borrower have to inform us with their insurance information?
30 Days
Can GAP and MRC be added to a loan after it has been funded?
Bonus 100 points: If so, how does their payment change?
Yes.
Bonus: Their payment does not change because they have to pay for it out of pocket.
When a 3rd party calls in for a loan payoff amount, what information MUST they provide?
Membership Number
Member/Borrower Name
Collateral Information
Last 6 Digits of the Vin
What makes up a borrowers loan number?
The beginning part of the loan number is the membership number followed by the loan suffix.
EX: 123456L01
What are three different ways we can get cues or clues from our member?
Visual
Listening
What are our guiding principles?
We are member focused.
We respect individual differences.
We own our part.
We solve the real problem.
We keep things simple.
We embrace feedback.
What does the Consumer Loan Service Code 20 mean?
The loan is covered with GAP.
What is the address we provide members with for loan payoffs?
PO Box 43010 Jacksonville, FL 32203-3010
If a borrower pays down their principal balance on the loan, are we able to re-amortize the loan for a lower monthly payment?
No, once the loan has been created that payment will be the payment for the length of the loan.
The initial need or reason for the call.
What is a loan product that is at other financial institutions that we DO NOT offer?