ZENDESK
WHEN CASING A CALL IN ZENDESK, ALL NOTES SHOULD BE ENTERED AS_____
INTERNAL NOTE (YELLOW SHADED AREA)
TAKE OWNERSHIP AND HOLD OURSELVES ACCOUNTABLE IS WHICH LC VALUE?
ACT LIKE AN OWNER
WHAT IS BCI?
BORROWER CONTACT INFORMATION
WHAT IS THE FIRST THING ON THE MEMBER'S TO DO LIST?
EMAIL VERIFICATION
WHAT IS YOUR MS ROLE?
GUIDE MEMBERS THROUGH & LOAN ISSUANCE PROCESS & ANSWER QUESTIONS THEY MAY HAVE
WHAT ARE THE 2 TYPES OF REPLIES WHEN CASING A CALL?
1. NO REPLY
2. PUBLIC REPLY
WHAT TOOLS ARE PROVIDED TO HELP YOU SUCCEED?
1.WALK ME
2. CONFLUENCE
3. JOB AIDS
WHEN A MEMBER PROVIDES A NEW NUMBER, WHAT DO WE NEED TO AS FOR?
CONSENT, PERMISSION OR AUTHORIZATION TO DIAL THAT NUMBER
HOW LONG WILL AN APPLICATION STAY ON FILE AFTER APPLYING?
21 DAYS
IF FULL SSN IS PROVIDED, YOU MUST VERIFY _____
FULL NAME & DOB
TO RECORD YOUR CONTACT WITH THE MEMBER USING ZENDESK, YOU MUST FIRST__________
TYPE IN THE MEMBER'S NAME IN THE "REQUESTER" FIELD
3 SYSTEMS YOU LOG INTO TO START YOUR DAY?
1. HARD PHONE
2. VDI (CITRIX)
3. FINESSE
WHERE DO YOU FIND THE CO-BORROWER'S INFORMATION?
CONTACT INFO TAB
HOW DO YOU CHECK LOAN OFFERS THROUGH LENDING CLUB?
SEARCH BY LOAN ID OR EMAIL ADDRESS
WHAT ARE THE 3 AUTHORIZED AUXES TO USE WHILE ON FINESSE?
1.READY
2. NOT READY- BREAK
3. NOT READY- LUNCH
TRUE OR FALSE:
NO REPLY AUTOMATICALLY SEND THE MEMBER AN EMAIL CORRESPONDENCE
FALSE
BEFORE LOGGING INTO FINESSE, WHAT IS THE FIRST THING YOU MUST DO?
LOG INTO HARD PHONE
PLEASE REMOVE "THIS" NUMBER IS CONSIDERED ___
DNC (DO NOT CALL)
THE DATE THE BR SUBMITTED APPLICATION IS CALLED_____
APPLICATION DATE
HOW LONG FOR DOCUMENTS TO BE REVIEWED ONCE SUBMITTED?
2-4 BUSINESS DAYS
YOU DO THIS WHEN NOTATING A LOAN REVIEWER QUESTION OR WHEN RESPONDING TO A PREVIOUS NOTE
FLAG NOTES
WHAT ARE THE 4 SYSTEMS YOU WILL NEED HAVE UP TO BE SUFFICIENT WITH YOUR CALLS?
1.ADMIN
2. WORKFLOW
3. ZENDESK
4. PHRASE EXPANDER
WHEN WILL YOU NOTATE UNDER EMPLOYMENT TAB?
WHEN REFERING TO ANY INCOME, INCOME DOCUMENTS OR EMPLYMENT INQUIRIES
WHAT 3 CATEGORIES OF ITEMS MUST MEMBERS NEED COMPLETED TO CONSIDER A COMPLETE APPLICATION?
1. EMAIL VERIFICATION
2. LINK BANK ACCOUNT
3. SUBMIT DOCUMENTS
WHAT EMAIL DO MEMBERS SEND THEIR DOCUMENTS TO?
CREDIT@LENDINGCLUB.COM