Newsletter Guidance
**Interim Guidance** the new hold time for calls is...
what is 2 minutes
Where can the borrower go online to apply for forgiveness?
I tried entering 123456 as password phrase but am unable to reset my password. I will do this later.
If the caller does not have time to complete the request on the phone, advise them to login in within the next 10-hours with that temporary password. If they need it reset again, they can call us back or email cls@sba.gov PG : 22
Hi, I am a lender and need my account back active, but I am not the Organization Admins at the bank can you reactivate my account?
We can only assist users listed as OAs (Organization Admins) in the PPP platform with reactivating their account, all other lenders will need to contact their OA for assistance with getting their account reactivated. Follow the steps below to determine how to assist. Pg. 120
The agent that has 5 Dachshund aka Wennie dogs is?
What is Yesenia
The most current version of the script we are required to use is (answer can be found on NL 4/4/24)
what is Script V3
How many PII's does a borrower need to pass verification?
What is 2 PII
I like to make payment towards my loan, but portal says I do not have any active loan, does that means I do not owe anything? What steps would you take as an agent?
Ensure the source on their account is CAFS-onPrem, if not: 1. Hit submit to fix (after verifying) 2. Have the caller wait 3-5 mins for the system to update and then log out and back in 3. If the loan is still missing, request permission in chat to escalate PG 29
The current OA is no longer working for the bank. I need to be made the new OA for the PPP platform at our organization.
“Please contact help@ussbaforgiveness.com for assistance with setting up a new Organization Admin account in the Platform.” Pg. 125
The agent who is a direct descendant of Booke T Washington- a prominent African American educator & author in the 20th century is...
What is Yvonne
If an agent discovers a guidance gap, they should be sure to inform
(answer can be found on NL 5/1/24 (quality assurance) - what is manager/team lead
What should you tell a borrower if you see their account is flagged on DF and they are applying for forgiveness?
“Please reach out to your lender for further assistance, I will also send them a message letting them know you’re interested in forgiveness”
I want to send message to SBA regarding my ID verification.
you can send a message via the portal, click the “Messages” tab at the top of your MySBA portal home page. PG 34
A Vetcert user is deactivated for a non-standard reason, True or False you can reactivate the account?
False pg. 65
The agent who loves to sing and paint is....
What is Shamonica
According to Newsletter 3/19/2024, the "today's top 3" were
what is escalation reminders, direct forgiveness portal expansion, and identity theft
Where do you send the borrower to if their loan is charged off?
What is Commercial Loan Servicing Center (CLSC)
I do not have all my information for this disaster application, I will finish this later.
If an applicant needs to view, edit, or complete their disaster application they will need to login to MySBA. If the caller unable to edit their application, request permission in chat to Escalate. PG:34
A Vetcert user created their account with the wrong Social Security Number, how would you assist?
Escalate pg.150
The agent who got to take a ride in the car used in the movie "Back To The Future" was...
What is Matthew
According to Newsletter 2/8/2024 the "topic of the month" was
what is Excellent Customer Service
Where on the DF portal can the borrower find their confirmation letter?
Click on the summary tab and then click on the documentation tab and then click on view payment confirmation letter
I added my invitation code to MYSBA but not able to see my application information.
If the caller was able to add their invitation code to MySBA but still cannot see their application information continue to MySBA – Missing Loan. PG 42.
If a Vetcert caller wanted to reregister an account what URL would you provide them?
The answer is C. PG.15 veterans.certify.sba.gov
Who was in a band called "Irish Fiddle Feddish" they toured in Ireland to play Fiddle music at Irish pubs.
What is Kenadi