ICIC
You are making an OB call and this is the first time we are speaking with Apl, what information do we need to verify?
First and Last name DOB, SSN, Address, Email, and phone number
Is address, email, and phone number part of Authenticating an apl?
No
how long can we have an Apl on hold?
2 minutes
Apl is calling in on a phone number that's not associated with app, which phone number should you notate on the call note?
Both- you notate the phone they are calling in on but verify and notate the phone number on the application
You get assigned a new app and see it's bundled, do you call on both?
No, but you do notate both apps and assign yourself as primary on the bundled app
A call comes in on a Red screen after Authenticating the Apl you see that we have spoken with the Apl a few times before, what should you check before speaking about the app?
That Apls Contact information has been confirmed
When making an OB calls and getting in contact with Apls, how often do we have to authenticate them?
Every time we speak with them
what is dead air and is there a time limit for how long it can last?
dead air is when neither the CCP or Apl is saying anything and should not last longer then 15 secs. except when the Apl ask to give them sometime to complete a task.
when should time frames be notated?
Anytime we give a time frame, if time frame given is standard notate as such, if time frame given is not standard notate what time frame was given ie. 7 to 10days
The system flips an app back to active but the Apl did not send in any docs what should you do?
A. Notate nothing was sent and flip back to inactive
B. Ask leadership
C. Call Apl, and send email and flip app back to inactive
D. Reassign App
C. Call Apl, and send email and flip app back to inactive
Apl calls in on a green screen, when you pull up the app you see ICIC has been completed on a previous call what should you notate for your call note?
ICIC: Previously completed
If Apl refuses to authenticate themselves and are asking app specific question can we answer there questions?
No, we can only answer general questions
what is an acknowledgement statement?
It's when team members acknowledge the customer's initial concern, OWN IT by confirming they can HELP and then effectively transition into the rest of the call.
if app is ready for decision and we tell the Apl to keep an eye on email, should we notate it as well?
Yes
Should we be calling a rework every working day?
yes, unless a Noia has been sent
An Apl calls in on a red screen after greeting them, the Apl tells you they are calling in for someone else, how should the call be handled?
Advise we call only speak with the true Apl and ask if they are available to speak.
Caller is attempting to authenticate and a third party can be heard in the background assisting the applicant, how should the call be handled?
Advised that the call is monitored and recorded and For the security of your account, all of this information needs to come directly from you.
what should be asked at the end of every call?
CCP's should ask if the Apl had any additional questions before disconnecting
how should a call note be corrected?
A. select template and redo call note
B. notate call correction and put what is needed to be corrected
C. Its to late, nothing can be done
D. copy and paste original call note and correct the mistake
B. notate call correction and put what is needed to be corrected
once contact in made with the Apl and they are advised of their needs do you have keep calling on the app until 3 day call logic is met?
No, once contact is made and needs advised, the app should be flipped to inactive.
What it the procedure if the Apl verifies the wrong ICIC information after authenticating them?
check information given to credit report if unable to to clear given information do not disclose any PII for duration of call , if you are suspicious of Apl follow sus imp procedure
how long to you have do to mention recording disclosure after hearing a third party in the background?
There no time frame but the disclosure must be provided prior to asking or answering any questions.
what is predictive credit advise?
providing Apls with financial or credit guidance to better improve odds of approval or implication of approval.
no , that app should have been notated that income was worked and didn't qualify, asked Apl for additional income Apl said no, advised Apl app would be recommended for decline and to keep an eye for an in email in the next 1-4 bdays
You get assigned a new app and after it is assigned to you, the Apl chats and is advised of needs but no email was sent, do you call the Apl?
No, but an email should be sent before flipping app to inactive