OCDS/Withdrawals
Applicant isnt able to add acceptable Credit Cards and doesnt have a cash offer. What is the next steps?
What is: Advise of decline.
Q1: Applicant called in so they can request an update on the application, while reviewing they wanted to reapply for a new amount and you submit an ABP. What will be the Wrap-Up code?
What is: Post New-App
When an applicant is attempting to add a bank account and is met with “Your bank cannot be located” or “This isn't compatible with your bank” What is the next step?
What is: Have applicant add their BA manually.
True or False: We can OCD any Deposit/Savings account if there are no tasks needed?
What is: False. We need to check the FR level before working on it.
What are Upgrades core values ?
What is: Help, Improve, Own it, Fast
You completed the tasks and verified the documents. While submitting OCD we just forgot to check mark the task overall, is this a correct OCD still?
What is: No
What is the timeframe for an escalation to be looked into?
What is: 5-7 Business days
When looking for a credible number, where is the 1st place we should be looking?
What is: Under tasks to see if they have a Consumer Statement
When a bank account that was added isn't automatically cleared by the system, what are our next steps?
What is: Request BS or VC (No matter the Giact Code)
Bonus: If BS or VC doesnt match info what are next steps?
What will be the new procedure used instead of “Finicity” when the applicant is connecting the bank account?
What is: Plaid
True or false: We completed the tasks that required documents but the applicant could complete the email verification, but will complete it when they get home. We can still submit the OCD since mini tasks are only left over?
What is: False
When completing an Outbound, what NEEDS to be stated and authenticated before informing the customer the reason for the call?
What is: Call Recording Disclosure, and Authentication of the last 4 of social confirmation.
While completing the RMA procedure, what's one thing we always have to find on both accounts to prevent AVC/MFA?
What is: A Matching Address
When an application is in the “Pending” status and the applicant isnt receiving the PW code what step do we take?
What is: Follow all steps on the “Account Login Issues Page”
Bonus Question: If escalation is needed what should CCP be completing before submitting to Account support?
What is the difference between Upgrade One Card and the regular card?
What is: The one card has the ability to pay off their balance instantly without any interest rates applied.
Q4: Applicant calls in and states they no longer need our loan due to another company's rates. What's the reason for the WD?
A) No Longer Needed Loan B) Wants to relist for a different amount C) Dissatisfied w APR/interest rates D)Got a Loan Elsewhere
What is: C) Dissatisfied with APR/interest rates
What is the difference between “Net Income” and “Gross Income?”
What is: Net income is asked for when the applicant is Self Employed and the Gross is used for everything else
When an applicant has an incorrect address on the account but the system cleared it. What should we ALWAYS make sure was done and notated before clearing VOR or address discrepancies?
What is: Have the applicant verbally confirm the correct address and notate that was done.
When completing Loan Stacking and there are no deposits on Finicity or the Bank Statement, What are the next steps?
What is: Clear the task
What is the proper name of the procedure that is taken when an applicant applies?
What is: What is: the "TransUnion Compliance Verification"?
If an applicant request for the application to be "Declined" i.e. "I don't want this loan you can decline my loan." What are we completing?
What is submitting "Decline"
Where can the Adverse Action be located to read to our customers?
What is: Under the agreements tab and AA document.
When completing a 3rd party authorization, what steps ALWAYS needs to be completed?
What is: Complete AVC/MFA and read call disclosures.
When an applicant calls and has a PENDING app but needs language assistance, what ALWAYS needs to be completed?
What is: Updating the “Language Preference Line”
Q5: Name all of the products Upgrade has to offer. (There are 9)
What is: Personal Loan, Auto Finance Loan, Auto Refinance, Home Improvement Loan, Upgrade Cards, Checking Account, Savings accounts, Credit Health, Flex Accounts.