OMA

DVI/Lien release

100

What system do you look up when the account is no longer in CLASS? 

DVI (Account Lookup)

200

What template do you use to send docs on a closed account? 

DVI Template

DVI Doc Request: 

Doc Requested: 

Customer Name: 

Last 4 SSN:

Account # (if possible) :

Date of Loan (if Possible): 

Score #: 

Address, email, or Fax information: 

300

Where can customers request a lien release if the account is no longer in CLASS and the document is not in ELF? 

[e-mail]

Legacy research

400

What info needs to be completed in a legacy email for a vehicle lien release? 

• Customer name
• Mailing address (the current address where they receive mail) 
• Documentation showing proof that lien is still on record and exact lienholder entity name
• Include Year/Make/Model/VIN# of vehicle

500

What documents can they take to the DMV to get a lien released if they don't have the original title? 

Lien release or paid docs

CLASS/CQS

100

Where can you find the borrower's DOB, Last 4 of SS, and the address to authenticate the acct? 

Account info tab

200

How do you disposition notes in CLASS? 

The green plus sign (in top right  corner)

300

When doing a same day deferment, what is the extra step you must take? 

London Ops ticket

400

Where can you find if an account has collateral? 

Assets tab

Account Review tab

500

How do you enroll a customer in paperless statements? 

Go to account info

Hit ok

Then choose enroll

Hit ok again 

Web Assist

100

We can do web assistance with an A3P without the borrower or coborrower on the line as long as A3P is added on the account correctly. True/False

False, only if the borrower or coborrower is on the line/speakerphone.

200

What app do we pull up to view logs (what the customer has done so far)? **Hint** We can also activate a pending account, and sent an password reset email/temp password from this app. 

Okta

300

Where do we go to change a borrowers email address? 

CMT (customer management tool) 

A.K.A. CAM

400

What are the additional web assist questions needed for help with an application? 

1. Did you apply using a co-applicant?
2. Did you start your application online or in a branch? If online, what site did you apply with?
3. What loan amount did you request?

500

If you need additional help with web assistance, where do you reach out FIRST? 

L2 Chat

Team Member Assistance (L2)

Payments

100

Where to you go to find the TAD (total amount due)?

Payments tab

200

What is the fast path to cancel direct pay?

B374

300

Where can you pull a payoff request? 

Payments screen 

B42

400

Where do we go to process a one time payment or recurring payments (not currently life of the loan)? 

Pay Near Me (pnm)

500

Can a third party make a payment on an account? If so, what do you have to do extra? 

Yes, read the A3P payment disclosure. 

Mystery

100

How do we do a due date change? 

B66

200

Creditor Placed Insurance (CPI) is a replacement for outside car insurance. True/False

False, it only covers the collateral. 

300

Where do we transfer someone if they are calling about a Deceased Borrower? 

Deceased Borrower (special handling)

400

If you get a call about a refund on a branch account and the mistake was not made by a central employee, who do we reach out to about the refund request? 

Transfer to the branch, central cannot/will not do a refund on a branch account unless it was a central mistake. 

500

Where do we go to place a Do Not Call (DNC) on an account? 

View available phone numbers