QA
TAD stands for this.
What is Total Amount Due?
This is a person who files a bankruptcy Petition. (Normally would be our Borrower)
What is a Debtor?
If a customer is impacted by covid and cannot make their payment, where would you transfer?
Pandemic
This word is the way agents might relate to a customer by showing they understand and share the customer's feelings.
What is Empathy
This is the amount an agent will get paid for every refinance or new purchase acceptance lead
What is $15
QA will dock you points for a hold that is longer than this time frame.
What is 3 minutes
Should we be asking a customer in an active or inactive bankruptcy for a payment?
NO
Where do you transfer is a customer wants to get their private mortgage insurance removed?
PMI
RFD stands for this
Reason for default
If an account is current, their payment status will be this color
green
This statement is called what?
"I can definitely help you with that"
What is reaffirmation
What words/phrases cannot be said on any BK call.
Will accept:
Your payment
Your account
Your loan
or
You Owe
Where do you transfer if a customer wants to get a modification?
60+ or Loss mitigation
Documents must be sent to a customer using what program?
iAssist
What is the name of the pitch program that provides customers with a Home warranty program
American Home Shield
This statement is called what:
"Mr Cooper at times acts as a debt collector and anything we discuss can be used for that purpose"
What is Mini Miranda
This word means that the debtor is no longer personally responsible for the debt.
What is Discharge
Where do you transfer is a customer has a check they need endorsed for their room damage that was done?
Loss Draft
or
Insurance line option 3
Where would you go to send a temporary password to a customer who is unable to get into their online MrC account?
MrC Admin
This type of internal transfer can sometimes require you to also transfer the call within IAssist
Warm transfer
If a customer does not wish to verify their last 4 digits of their Social Security Number, we can authenticate them by using this.
What is:
These two message codes do not have access to the online MrC portal.
What is Code 7 or 13.
All the borrowers on an account have passed away and their kiddos are wanting help on taking over the loan, where do you transfer?
SII
What do we do if the customer wants their MrC website account Suspended?
Answer can be:
Enter a ticket on CS sharepoint for a website issue
Email CS self service with website issue
Enter a VOC.
Reconveyance is another word for this
Lien Release