Documentation Requirements
What are the acceptable ID requirements for the loan process? Name at least 3
What is, Drivers License, State ID, Matricula, US Passport, Digital ID, Tribe Membership ID, Secret Service ID, IRS ID, Non- US Passport
What is the first step in processing a phone application? (Nexus)
What is, read the approved pre-qualification script
What are the ways a customer can make a payment on their account?
What is, Online through PWA, over the phone, in branch, or mail in payment.
What is the Share Portal and what can customers do with it?
What is, The share portal is where customers can refer other customers to us and keep track of all referrals.
What are the ways to verify the checking account as collateral?
What is, digital banking app, bank statement, over the phone with a bank representative.
What are the opt-ins that are allowed when processing a phone application?
What is, Email Opt-ins
What are the payment methods we accept?
what is, Cash, Debit card, cashiers check or money order
What is the process in fixing a wrong social security number for a customer?
What is, Notify DDO or ARM with correct social security number to validate or merge.
What are acceptable forms of Income verification?
What is, bank statement (35 old or less), paystub, government benefit letter, self employment tax document, annuity statement, alimony check or court letter, digital bank app or calling bank
What is the last step before running the pre-qualification over the phone?
What is, read approved script- See note card
What are the steps for a 3rd Party payment?
What is, pull up customer record, accept payment, sign customer not present, fill out 3rd party payment receipt, have 3rd party sign receipt, scan into customer account.
What should the team member do when verifying a phone number and a 3rd party picks up? Name at least 1
What is, request to speak to the customer by name if recipient states they are not available say thank you and I will call back later and continue to application. If the wrong number state "I apologize for the inconvenience" and attempt further verification. If voicemail with no name or greeting attempt further verification.
What are some documents that can verify customers Social Security Number? Name 3
What is, Social Security Card, Bank Statement, United States Military Discharge papers, College or University Transcripts, Unexpired health insurance card, 1099 form, W2, Medicare or Medicaid card, Signed federal tax return
What is the process for closing out a pre-qualified phone application?
What is, inform customers of documents needed, set up time they will be in, and add to lead sheet to follow up.
How do we handle overpayments?
What is, contact customer within 5 business days customer can receive cash or check. If customer not contacted check can be mailed to customer.
How do we handle deceased customer accounts?
What is, attain obituary notice, newspaper article, or death certificate. Cease all communication- DNC/ Do not mail. Revoke ACH or DC authorization. Submit Deceased customer status change.