Jeopardy

Quality Assurance

Customer Service

Processing

SFL Bonus

100

For QA expectations, what categories are considered autofail? Name atleast 3

Accuracy

Documentation

Compliance

ACW

All processing queues

100

What is the primary goal of customer service?

Provide exceptional service and support

100

When should you push an application to invited?

- Do not enroll in EFT

- NV

- Website error

100

What is the tool where you will take calls, chats, and emails.

Five9

200

What is considered an unnecessary hold?

- Notating an account while on the phone with a customer

- Not focusing on the task at hand (emails, texting)

200

How should customer complaints be handled?

Listen actively, Emphasize and Offer a solution

200

When is a TLO check required?

In -verification - The account mailing address is different than application mailing address (Plaid/Chirp)

Funding -Mailing Address is different that what is listed in bank tool

200

Name 4-6 self-service options customers have on the customer portal.

Make payments

Payment arrangements

Disable payments

make payoffs

view payment history

view payment schedule

view contract docs

300

After communicating with the customer via chat, what is the total after chat work time?

1:30

300

How do you find the daily CSO fee for Texas?

Under the get quote, take the number listed and divide the number by 14 or 30 depending on the customer's pay schedule.

300

Name 3 reasons to push a customer's application to fraud.

no name returns on the ibv

less than 30 days of transactions

income below 300 that is less than 50% of the income on the application

more than 2x the income of what's on the application

ssa/gov is not in the applicant's name

300

Which tool do you use to direct customers who are unable or do not wish to complete their application online?

Name the CC Bank state that allows us to use this tool.

Store locator under the CLA start page

400

What is the correct format to document notes in a customer's account?

Make sure to always notate:

Who you spoke with
What type of interaction it was (email, chat, phone)
Why the customer called.
What the customer told you and what you told the customer
Detailed notes will indicate if the customer’s issue was resolved, however, if the issue was unresolved this must be noted in the notes in ELMS.

Phone number called from if different than the one on file

400

Which customer service metric measures the time it takes to resolve a customer issue?

Average Handle Time

400

What is the process to follow if the refi rate is different from the current rate?

Do not push to auto fund and manually build using make loan and adjust the rate.

400

What is the term used for measuring customer satisfaction after an interaction with customer service?

Net Promoter Score

500

State the script for deferments or payments verbatim.

"You (customer) hereby request to defer your payment that is due on [DATE] for [AMOUNT]. Regular payments will resume on [NEXT SCHEDULED DUE DATE]. You understand that the deferred payment will be added to the end of the loan term and that interest will continue to accrue at the rate provided in your original loan agreement during and after the time you have requested your payment deferred.”

"You, [Customer’s Full Name], are the authorized user on the debit card provided and have requested (Servicer Name) to process a payment in the amount of $[payment amount] on [date]."

500

What is the process for taking a Nevada settlement offer?

· Find customer and use the NV branch code.

· Take payment.

· Payment plan tab.

· Process the required amount.

· Communicate to the customer the remaining payment dates and amounts.

o If you are unable to enroll the customer into the payment and they are outside of the deadline they will need to set up a plan with Collections.

500

When is it okay to fund a couple in the same household?

Only during refinance

500

What is CRM stand for in the context of customer service

Customer Relationship Management