Applications
What part of the Social do you have to verify on an application?
Full SSN
Which Term Code do you select when you take a payment for a customer?
Payment Processed
If you win the Monthly Ranking, what do you win?
Lunch for the Branch
Before you speak about account information, what must you verify?
How many hours a day are you to work in Program production?
4 Hours
Email the Branch and DM
Which term code do you select when the customer wants to know when their payment is due?
General Account Questions
If you are emailing a branch about a rollover call item, do you need to copy the DM?
No
If you set up a Promise to Pay (within the 14 days), do you need to transfer the call to the branch?
No
What is the best way to get ahold of Kat?
Teams Message
What is the key word that the system is listening for when asking to verify a customer's name?
Middle Initial
When you take an application and decline the customer, which term code do you select?
Completed Application
How can you get a customer to tell you why they are calling or what they need help with?
Open Ended Questions
How do you enter branch and account number in LiveVox?
Branch Number + 6 Account Numbers - with 0s added at the beginning of the account number
Can you give a customer the Bankruptcy team's phone number?
No
How many years of employment and residence do you need on an application?
2 Years
What should you select if the customer only wants to talk to their branch and you were able to transfer them?
When you have a meeting or coaching, what should you do with LiveVox?
Log Out
What are the 'Free Options' for a customer to save on the $3.99 fee?
Recurring Debit Payments
Checking & Savings Account ACH
What is the name of the Customer Care Manager?
Ashley King
When you approve an application, what is the most important thing to tell the customer before transferring them to the branch?
They are Conditionally Approved
What term code do you select if the customer only wants to speak with the branch about their issue and they won't let you help or get them transferred to the branch?
Reason Not Provided
Should you try to make a decision on all applications you take?
YES
What type of payments do you need confirm that the customer is the signer on the account?
All Payments
Where on WAC can you find the Program FAQ?
Customer Success Tab at Top