DLOS
Iam What DLOS stand for.
What is Discover Loan Origination System?
I am what I choose in the memo tool drop down menu under DPL.
What is Acquisitions?
I am the 3 things that need to be said when opening the call.
What is business name, my name, (Location is best practice), greeting (How may I help you)?
I am the work queues that I may communicate the
Adverse Action
.
What are Q800 or Q525
I am the program that has to be fully launched prior to pulling up CRMA
What is Cisco IP Communicator
I am the screen to look up an application that has already been started.
What is F11-Find screen?
I am the first thing you should fill out in the memo tool.
What is the call tracking type& ani number?
I am what a LPS does for the call.
What is a loan purpose statement. This tells the PA what to expect during the call process?
I am what you do not proactively tell the PA when you communicate adverse action.
What is:Do NOT pro-actively communicate the decline reason to the applicant. Tell the applicant they will receive a letter that explains the reason for the decline
I am the 3 credentials you need to log into CRMA
What is
Userid- 6 digit numeric
Password - last 4 digits of numeric userid
Extension - 11 digits from Cisco Jabber phone
I am the part of DLOS that has the work queue.
What is the BAID line?
I am when I need to fill out the Verify security tabs of the customer info tab.
What is when the PA calls back after they have started a prequalification over the phone or online?
I am the first time a PA could be declined.
What is during the short form soft pull of the PA CBR?
I am what you do prior to the talking point in every phase of adverse action.
What is Acknowledge first
I am the first thing to click on after I start speaking to the PA
What is
Wrap -so that I do not get another call when call is finished.
I am the address type you cannot be put in this part of the prequalification.
What is a PO Box in the short form?
I am the 2 boxes I need to check when developing income other than the Primary or other income boxes.
What is: What are your sources of income? and Have you included all your income sources.
I am the requirements to develop the loan terms.
What is Amount*Term*Loan Purpose*
Loan amount requested.
Note: The loan range for the offer displays to the right of this field.
Loan term requested.
Note: Select term based on prospect's request. Refer to Loan Term (ACQ): DPL Talking Point.
Select Loan Purpose based on prospect's response from applicable drop-down menu:
Drop-Down MenuExamples (This is not meant to be an inclusive list.)PersonalAuto RepairCredit Card Refinancing
Debt Consolidation
Home Remodel or Repair
Major PurchaseMedical ExpenseOtherTaxesVacationWeddingPurchasing furniture; otherAutomotive repairCredit card debt consolidation
Note: Ask applicant for creditor information.
Various types of debt consolidation except student loan and secured loan
Note: Ask applicant for creditor information.
Finishing basement, building an addition, adding a deck, etc.
Car; boat; trailer; furnishing a homeMedical billsOtherTaxesVacationWedding expenses
Notes:
I am the phase in adverse actions when I tell the PA the decline reason.
What is Phase 3 and you may communicate the reason code found in the letter being sent in the application memos (F6 history screen)
I am the icon used to connect the PA with another agent
What is Conference (3 people) always warm transfer
I am the disclosures in the prequalification process in DLOS.
What is Online Acceptance Disclosure, Offer Disclosure, Credit Bureau Disclosure, Required Cell Phone Disclosure, Pricing Disclosure, Income disclosure?
I am what you add when you fill out Authorized third party information in memo tool.
What is third party full name, permission time: One time, loan origination process, Life of loan.?
I am what you need to develop to sell the loan this week.
What is develop the PA goal?
Amount*Term*Loan Purpose*
Loan amount requested.
Note: The loan range for the offer displays to the right of this field.
Loan term requested.
Note: Select term based on prospect's request. Refer to Loan Term (ACQ): DPL Talking Point.
Select Loan Purpose based on prospect's response from applicable drop-down menu:
Drop-Down MenuExamples (This is not meant to be an inclusive list.)PersonalAuto RepairCredit Card Refinancing
Debt Consolidation
Home Remodel or Repair
Major PurchaseMedical ExpenseOtherTaxesVacationWeddingPurchasing furniture; otherAutomotive repairCredit card debt consolidation
Note: Ask applicant for creditor information.
Various types of debt consolidation except student loan and secured loan
Note: Ask applicant for creditor information.
Finishing basement, building an addition, adding a deck, etc.
Car; boat; trailer; furnishing a home Medical billsOtherTaxesVacationWedding expenses.
Notes:
I am what you communicate if they are upset because they are an existing or Prior DPL customer.
What is:
Acknowledge First (examples)
Talking Points
Existing OR Prior DPL Customer Being DeclinedI hear your concern considering that you have/had an existing account with us.
OR
I understand your frustration and please know we value your relationship with us..
OR
I understand this was not the outcome you were hoping for.
OR
I hear your concern having had a loan with us before.
OR
I hear your concern considering that you have an existing loan with us.
Our loan criteria for each or our credit related products are reviewed and modified periodically to determine approval. Here at Discover we look at how you maintain your accounts over a period of time. We consider your overall application and credit file information which includes usage and payments on accounts.
The letter we're sending you will provide the information you need to obtain a copy of your credit report from each of the sources we use to make a lending decision.
Contact information for each credit bureau source we use:Note:
Provide only when requested.
I am the 15 icons on the CRMA toolbar.
What is
Logout – Used when logging out at end of shift Ready – Click to go into green bar and be available for calls
Not Ready – This is to be used to logout of the phones when going to break, restroom, system issues, etc. It will cause your phone to have a red bar
Wrap Up – This is also known as Yellow bar. This can be clicked on while on a call to put you in a wrap status to finish research/notating after the call is over
Free Dial – This is used to make an outbound call, specifically when following up with a customer Answer – Not used
Hang up – This is used to disconnect a call
Hold – To place a customer on hold
Resume – To take the call off of hold and resume speaking with your customer
Alternate – When you are on 2 separate calls and need to switch back and forth between callers Reconnect – When you are on 2 separate calls and need to switch back to previous call and hang up on current call at the same time.
Transfer – This is used for COLD transfers, you will drop the line straight to where they are being transferred
Conference – This is used for WARM transfers, this will allow you to transfer a customer to the correct department and then conference all 3 together (you, customer, next agent). Then once conferenced you will introduce the agent and disconnect from the call. This is also used to create a 3 way call when calling out to another customer.
Call Timer – How long you have been on the call
Hold Timer – How long the customer has been on hold
Dialed Digits – Used to make a selection with the digit pad
Show Account Details – Will show basic information about the call