FCR/Framework
Name one key part of the First Call Resolution Philosophy:
- Worked the application as far as it can go
- Completed every applicable task
- Left the borrower fully informed.
What is the difference between NICE IEX and NICE CXone?
IEX is for schedules
CXOne is for customer interaction
Name at least two shortcuts you have learned so far.
CTRL + V
CTRL + C
CTRL + F
WIN +SHIFT + S
WIN +V
Listen
What is a HELOC?
A HELOC is a line of credit. It is a revolving line secured by the equity in a home.
What are the 4 principles of Call ownership?
- Product Knowledge
- Communication
- Navigation
- Experience
What icon do we click in NICE CXone to find a canned email response?
What is the difference between a Call Aid, Job Aid, and Task Procedure?
Call Aid = Scripts
Job Aid = Knowledge
Task Procedure = Job Aid that is step by step guide
What is one technique that you can use to apply active listening and intent extraction?
- Pause before answering
- Dig Deeper
-Reflect on what you heard
How long is rescission?
3 business days
What are the 5 steps of the Call Framework?
Open. Listen. Acknowledge. Resolve. Close
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?
Where can you find the worksheets you've made copies of?
Google Drive
What is the maximum amount of time someone should be placed on a single hold before you check in with them?
5 min
What Lien Positions can Figure take?
First, Second, or Third
Name one thing that the borrower should know before ending the call:
- What happens next
- What is needed from them
-Timeline to expect (if possible)
What should you double check before sending an email? (think formatting)
Answers vary
Twilio
NICE CXone
NICE IEX
Workday
KnowBe4
ETC
What does the "A" in the L.E.A.P. Method stand for?
Ask Clarifying Questions
___ +____ = APR
Prime Rate + Margin
Name one reason we have the Call Framework:
- Deliver the same high-quality customer service
- Reassuring customers in their choice by presenting information with clarity and confidence
- Helps borrowers feel valued and confident throughout the interaction
- Ensures borrowers leave the call fully aware of their next steps
What does "open" mean in IEX?
Your status should be set as available in NICE CXone
Explain 5 things you can find on an application in CSP.
(For example, the draw amount)
Answers Vary
Define Active Listening:
Active listening is the intentional practice of fully concentrating on what an applicant is saying, without interruption, understanding the meaning behind their words, and responding in a way that confirms you heard and understood their concern.
What is our minimum DTI requirement?