CLASS/CQS
We sometimes utilize this tab to see who the account manager is for the month on an account.
Event Tracking
In place of one regular payment, a ________ is made while extending the loan’s maturity date one month.
Single Deferment
A customer is not eligible for a due date change when the account is:
List at least 2 reasons
1.Recently Opened & 1st pymt not made
2. On active temp mod
3. The account is not current
What does the acronym WIIFM stand for?
“What’s in it for Me”
You CANNOT setup a future dated deferment in what 2 states?
Kentucky & Alabama
This tab is used to view payments and other transactions made on accounts.
Tran History
This program provides a borrower relief when they are experiencing a hardship by reducing their payment to roughly half of a contractual payment either short term or for the remaining life of the loan.
Loan Modification
List 3 reasons why you place a DNC on a number:
Before offering an borrower's assistance on an account, you must ask the customer for this.
Reason for delinquency
True or False
Borrower's Assistance programs can be setup when speaking with an authorized third party.
False
This feature works to make sure we are calling borrowers within a timeframe set by them.
Account Convenient Call Times
In place of two regular payments, a ________ is made while extending the loan’s maturity date two months.
Double Deferment
List the 5 states/cities where the Mini-Miranda is required during the collection call.
CT, GA, IA, NC & NYC
List 5 RFDs from the Most Common RFDs job aid.
You are looking to process a single deferment for Mr. Black. He has CPI on his account currently. What is the amount you are collecting to process Mr. Black's deferment?
Required to Pay $93.05
Maximum Payment $151.85
You must collect the maximum payment on an account with CPI.
Maximum Payment $151.85
This feature allows you to view account correspondence, original loan documents etc.
Electronic Loan Folder (ELF)
This program adjusts the delinquency status from past due to contractually current, moving any missed payments to the end of the loan.
Reage
On outbound collection calls, after the team member confirms they are speaking with a person authorized on the account, the following disclosure must be read:
The Monitoring Disclosure
"This is [Agent's Name] from OneMain calling on a recorded line."
It is important to build confidence while in the process of bridging after obtaining the customer’s RFD. Give an example of what we say to confidently ensure the customer that we may be able to help them.
I’ve been able to help others with similar financial obstacles.
We utilize this screen for a few reasons, some may include to update a deceased borrower or co-borrower or if we are told the borrower is being represented by an attorney.
Additional Flags
With this program, a customer can make more than their regular payment each month to help bring the account current
Repayment Plan
The disclosure that is read when an A3P calls in to make a payment on a borrower’s behalf.
The Authorized Third Party Disclosure
“________________, we appreciate you helping with this payment arrangement, but I need to let you know that, since you are not a signer on this loan, you have no personal obligation to make loan payments.”
List the 3 mustache questions.