Week 1 Assessment Review - Servicing

HELOC

100

What is our minimum DTI requirement?

Less than 50%

200

Which FICO model do we use?

FICO 9 (Experian)

300

Does Figure Charge a Late Fee?

Yes!

400

Can someone get an offer at 100% CLTV? Explain.

 No, the max CLTV we offer is 85%

500

___ +____ = APR

Prime Rate + Margin

NICE

100

What is the difference between NICE IEX and NICE CXone?

IEX is for schedules

CXOne is for customer interaction

200

What should you do at the start of your shift in NICE? 

Click available to be in the queue for your first customer interaction.

300

What should you do on CXone when you take a break?

Set your status to "scheduled break"

Bonus! How about when you end your day?

400

How many minutes before your scheduled shift can you clock in?

5 minutes

500

What does "open" mean in IEX?

Your status should be set as available in NICE CXone

Systems

100

Name at least two shortcuts you have learned so far.

CTRL + V

CTRL + C

CTRL + F

WIN +SHIFT + S

WIN +V

200

What is the Servicing Call Aid used for?

Call Aid =  Suggested Scripts to say to the borrower

300

Where can you find the training worksheets and your notes?

Google Drive 

400

Name 5 things you access via OKTA

Twilio

NICE CXone

NICE IEX

Workday

KnowBe4

ETC

500

What are Job Aids in Notion?

Job Aids are quick-reference tools designed to help customer service representatives perform their tasks accurately and efficiently while interacting with customers. It provides step-by-step guidance, key talking points, and essential information, such as procedures, policies, system navigation, and tips.

Interactions

100

What's the Servicing outbound call introduction script?

"Hi, this is <CSA/SOA Name> calling from Figure Lending LLC on a recorded line for quality assurance purposes. May I please speak with <Applicant/Borrower Full Name>? 

or 

"Hi, this is <SOA/CSA Name> calling from Figure Lending LLC on a recorded line for quality assurance purposes. May I please speak with <Applicant/Borrower First Name>?

200

What is the maximum amount of time someone should be place on hold (total time-all holds)?

10 mins

300

What is the maximum amount of time someone should be placed on a single hold before you check in with them?

5 min

400

What is the difference between an abusive and an angry caller? 

Angry Customers

• Express frustration or concerns about Figure in general.

Abusive Customers

• Crosses the line by attacking you personally.
• These are derogatory terms being expressed towards the agent on the call, which crosses the line and are unacceptable. Such as racial slurs, personal insults, threatening to harm the agent, etc.

500

What is something you can say to a customer when placing them on hold?

Answers vary

Lending Basics

100

What is a HELOC?

A HELOC is a line of credit. It is a revolving line secured by the equity in a home. 

200

How long is rescission?

3 business days

300

What Lien Positions can Figure take?

First, Second, or Third

400

What are some elements used to determine eligibility?

Credit Score

DTI

CLTV

etc

500

Is a 50% DTI acceptable?

No, DTI must be less than 50%