Outstanding
Attempted to register the borrower for the secure website and offered to navigate the site at the time of the call.
Solve
We set clear expectations and reduced overall effort by being proactive and providing detailed guidance around the documents being requested
Transparent
Showcasing confidence by guiding the conversation and focusing on what we can do.
Transparent
Did not offer to navigate the borrower to use the secure website
Solve
(This may cause a call back as all needs may not have been addressed.)
We attempted to ask questions; however, we were missing a few details in order to make this a low effort experience
Understand
(Experience becomes high effort, and we do not provide the right solution.)