For an inbound call, the first step is to identify the caller? (True/False)
What is False! The first step is to greet the caller.
100
If you make an outbound call to a Borrower in Oregon and a 3rd party answers and states the Borrower is not available and INSISTS in knowing who is calling, you should simply hang up. True or False
What is FALSE!!! Don't hang up on 'em. Explain that it is a personal matter and that you will call back later! :)
100
What should you do if you make an outbound call to a Borrower in Oregon and a 3rd party answers and states the Borrower is not available. The 3rd party insists in knowing who is calling?
What is Explain that it is a personal matter and that you will call back later.
100
2.In a year, some months have 30 days, while some have 31. Guess, which month has 28 days?
What is All months have 28 days!
200
Which federal agency receives FDCPA complaints?
What is FTC
200
Can you call a Borrower at 11:00 pm in their time zone?
What is No. It must be between 8 am and 9 am in the Borrower's time zone.
200
For an Inbound call, what should you do next?
What is Greet Caller
200
Garfield is walking on a road and suddenly the road detours. What would Garfield do?
What is Garfield will take the detour, as he has no other way to go!
300
An example of a harrassing call is:
1. Demeaning sarcasm
2. Calling back repeatedly
3. Indicating you have atitle that don't actually hold
4. Name Calling
What is 1, 2, 4
300
What are examples of threats?
What is Telling a Borrower you hold a title that you really don't and Telling a 3rd party that you must immediately speak to the Borrower about an emergency.
300
Is this the best representation of the Mini Miranda?:
"My name is "name" and I am calling to collect the debt on your loan"
What is No. You should say "IBM Lender Business Process Services is the servicer and debt collector for your mortgage."
300
Larry's father has five sons named Ten, Twenty, Thirty, Forty...Guess what would be the name of the fifth?
What is Fifty? Well no! It's Larry! (Larry is the fifth son).
400
Iowa, Texas, Vermont, and New Hampshire all require authorization before we can talk to a non-obligor spouse. (True or False)
What is False. Texas, Iowa, New Hampshire, South Carolina do!
400
True or False. You can talk to a non-obligor spouse about an account without verbal or written authorization in Texas?
What is False. You can in Idaho.
400
If you've reached a 3rd party, which message is appropriate to leave?
1. Mr. or Mrs. "X" should acll as soon as possible at (Phone #)
or
2. Please have Mr. "X" call us as soon as possible at ....(ph #)
What is Neither. You are not allowed to leave a message.
400
What goes up and down, but still remains in the same place?
What is Stairs!
500
True or False...You make an outbound call to a Borrower's work number. The answering administrator states that your Borrower cannot receive calls at work. What do you do?
1. You request to leave a message
2. You hang up and call back later
3. Remove the work number from screen 8
What is
3. Remove the work number from screen 8
500
A Borrower's (non-obligor) spouse calls from Nevada and requests to make a change to the mailing address. What do you do?
What is Since records show we have a bad address, you can take the information.
500
Name all the numbers from 1 - 100, which have the letter 'A' in their spellings?
What is None! If you do not believe, try writing down all numbers in words, you won't find the letter 'A' in any of them.