Payment Opportunity
The amount of time a client must be paid ahead to start biweekly autopay.
What is 1 month
The backline process when there is a POC assigned.
What is reaching out to the POC by attempting a warm transfer then if not available, advising the client of such and foreshadow connecting to their voicemail, then cold transfer to their extension
The proper tag to use when you are transferring the client to another team.
What is "Transferred to another team"
The shorty to access client information and the shorty to find acquisition assistance.
What are:
Shorty/Launchpad
Shorty/AcquisitionPlaybook
The screen to see if a check payment is pending.
What is PMSG
The NSF Process.
What is after receiving rejection of NSF from bank, Rocket Mortgage will attempt a second time
Backline's hours of operation.
what are M-F 8:30am est- 7pm est CLOSED Saturday and Sunday
True or False: You may use the Transfer Failed button to set up a call back for the client rather than ARPing to a warm transfer.
What is FALSE.
The date the blackout period ends.
What is 2/7/22
The only time you can enter an OKTSW without confirmation from the client.
When it is confirmed in AMP.
*It is the expectation if you confirm in AMP, to update MSP MEM1.
The process when a GIACT fails.
What is conference the bank with the client to ensure account is open with sufficient funds
The turn around time for a backline follow up.
What is 48 business hours
The only time you may use the "Withdrawn or Denied" tag.
When you attempt to transfer and are specifically told by a banker the client was recently withdrawn or denied NOT when the client says so
The extended grace period for transfer and acquisition clients to avoid credit impact.
What is 60 days
The screen to check if any late fees have been waived.
What is FEE1
The client has obtained an NSF fee through their bank and would like us to pay it because we attempted a second time without her authorization.
What is we will not cover any fees as it is the client's responsibility to ensure funds are in their account
The proper way to escalate a client to BOLT via dolphin.
What is not completed, escalate to servicing backline
A scenario when you would not pitch a CBI and use the "Did not attempt" tag.
When you accidentally missed the indicator
When the client hangs up on you
The information included in the email to MSRBankerOpp@QuickenLoans.com for a follow up call.
CC Leader
Subject: MSR Opportunity
Date and Time
Extension Dialed
Client's loan number
Banker's name (if possible)
The screen used to change paper to paperless 1098s
What is MAS1/IRS1
The process for taking a payment over $10k with a new bank account.
What is asking for a GIACT in servicing support to confirm the account is active and real
The proper way to always escalate to Backline.
What is offer a follow up, then WARM transfer to backline if they are open
The only time you are permitted to use Transfer Failed
When there is no banker available for a live transfer via CMR in dolphin AND the CBI Cari Chat
The expectation for every single acquisition call received to put our new clients in a better spot.
What is CBI Pitch and warm transfer to EXT 26279 in CTI
What is loan calculator