Soft Skills
What is our maximum hold time per occurence?
2 minutes
When do we need to notate?
Whenever an account is available and referenced in a conversation
This includes general questions or transfer calls
How many points are taken for compliance failures?
50 points
How many verbatim scripts are there in the ABP process?
4
Bonus Question (50 points): What are the instances where we must read a verbatim script?
What is the first thing we collect from the customer at the start of the ABP process?
Their email
What is the maximum amount of time for dead air per occurence?
15 seconds
Bonus Question (100 Points: How many points will QA deduct if we exceed this time?
What resource are we using to ensure we follow all standard processes and procedures?
Confluence
Bonus Question (100 points): How many points will be deducted if we get marked down in this section?
What is considered PII?
The customers name, address, phone number, SSN, email address, and DOB
Bonus Question (100 points): What does PII stand for?
True or False: When relaying the information displayed on the "Details in Email" screen, we need to read it VERBATIM.
False
When providing disclosures, what do we need from a customer in order to move forward?
An affirmative yes
What must we do before transferring internally?
Inform the customer of the reason for the transfer
What do we do if someone threatens us over the phone?
Immediately inform your supervisor / advise you will transfer to someone who can assist further and post the account in #cssupcalls
When should the call recording disclosure be read?
When an additional person or third party joins the call after the call begins
If there is reason to believe that the intended party did not hear it
For outbound or callback queue calls
When going over any offers with the customer, what must we provide?
Loan amount
Loan term
APR (MUST be provided before interest)
Interest
Origination fee
Monthly payment
What would be considered "suspicious activity" during the ABP process?
Changing information on the fly
Being coached by someone in the background
Specialist being put on hold or interrupted in middle of providing information or long pauses
How long do we need to wait on the line before cold transferring?
1 minute
Bonus Question (50 points): What must we do before cold transferring?
What is a complaint defined as?
An oral or written statement from a consumer concerning products and/or services offered through Upgrade that indicates when we have failed to follow a process and procedure from the customer’s perspective
What are some state and federal regulations we need to be compliant with?
EFTA, FCRA, FDCPA, TCPA, ECOA and UDAAP
What do we do if a customer states they plan on using the loan for a prohibited reason, then retracts their statement?
Continue with the application
In cases where it is believed the applicant is restating the loan purpose to evade this restriction, team members should consult with a Supervisor.
What is our next step after reading the income disclosure?
Ask the applicant what their employment type is
Bonus Question (50 points): What do we ask for if the applicant states they are self employed?
How many points will be deducted if we do not communicate professionally?
7 minutes
When notating timeframes, do we ALWAYS need to write out the exact time?
No
Bonus Question: When do we need to write out the exact time we told the customer?
If a customer calls and only provides their first and last name, requests a withdrawal and hangs up, what is our next step?
Try and locate the application and if we do, withdraw it
When we ask for a customer's income and they state "I make $35,000 a year with my job, and I get $1,200 a month with VA Benefits", what do we do?
Ask them to calculate it themselves and provide us with a final figure
How many attempts do we have to input the customers' correct SSN?
3
Bonus Question (100 points): What could happen once we submit the additional info (employment info + SSN)?