Clarifying
A customer has an American Express account on file and we don't see if they have a different account they could use.
American Express - We cannot work with AMEX bank accounts
You have a non pending app, you receive all the required documents and comment that app was passed to IU but no FU was sent to IU.
SB - Didn't Pass to IU.
Always make sure when we have all docs and comment that app is passed over that a FU is sent to the reviewing admin for non pending apps!
Proceed - Slow down the application process but do not stop it.
Pass Back - Passed back to the admin to be rectified and have higher customer impact.
Need to Updated Application to Match DL - IU. IU should always be double checking ID info matches app and updating it where needed!
98%
What is our team SB accuracy goal?
CE talks with a Reloan customer who just made a payment. She doesn’t check the type of payment and passes to IU for review. What SB is she given?
ACH BS Missing or Invalid.
Always check if we need ACH BS on reloans!
HV talks with a 1st time cust on the phone and doesn't Verify/Update this information. What SB is given and why?
Didn't Verify/Update Demos.
KB is requesting VOA MA and the customer uploads BS1. The document is named BS1. What SB is given and what type?
Incorrectly Named Documents - Proceed. Since we are using BS1 for VOA MA, it should be labeled VOA MA.
AH works on a Reloan app and doesn't notice the ACH BS status wasn't marked. She passes the app to FU who notices the missed status. What SB is given?
Didn't Catch FC SB
Depending on if we need or don't need ACH BS this could be a proceed or pass back!
What are the 3 different BK SB's that FC can receive?
BK- Wrong SSN/Wrong Comment
Not meeting BK
BK - Not Pulled/Called/Attached
When would you receive the 'Didn't Leave Needed Comment' SB?
VE- Missing, Employer name doesn't match and no connection is commented.
VOA- Didn't specify what kind or why we needed it.
Need to PIF to Reloan- If we speak with the customer at any point and they need to PIF to reloan and we didn't tell them of PIF.
Waiting periods
ACH for Reloans
Clarifying Comment - What we are requesting and why.
A customer applies who has bad history, you check their eligibility but don't make a comment. What SB is that?
Didn't Leave Needed Comment.
When a customer has bad history we want to comment a waiting period and if we need anything specific because of that!
ES had a Reloan customer upload a DL from UT when they were originally in MO. He passes the app over for review. What SB is given and what type?
When would the IU receive the SB, ‘Need to set up comment to match account/state’?
For not commenting something or commenting wrong. Ex: #of OF's, APR or IR and State.
What is the definition of Sent Backs per the manual?
Sent Backs are given when a representative misses a key detail that affects the application process. The purpose of tracking sent backs is to limit errors, track productivity, and improve efficiency of the team.
What are 2 SB’s you can receive for not updating something correctly on an app?
Each account can have up to how many SB's
2 per account!
1 pass back and 1 proceed!
ES talks to a customer who wants to uploan, he requests docs but doesn't check BK. HV then takes a call from the same customer and lets them know they got docs and app is being passed, she also doesn't check BK before passing. Who gets the SB?
It is a Shared SB! When you help on accounts you always want to help 100% so both FC would take responsibility for the SB.
Customer is a Reloan and app comes through Dot818. The store type is listed as Lift New when it should be Quick Lift and FU forgets to update before approving.
The typical scenario when FU would receive the SB - Approving a Loan in the Wrong Store Type - Quick Lift vs Lift New.
Mistakes
More severe SB's for when the UW brakes the company policies, license, or cost the company or customer money. Usually given after a loan is approved.
An automated comment is made saying the customer is connected to another account by bank info. FC doesn't make a comment on the connection. What SB is given?
Connected Account - Account is also passed back for FC to request DL + Selfie
What has been the most common SB for FC this year?
Didn't Leave Needed Comment
You talk with a customer who is SE. You receive all needed documents and pass the app for review. What SB is given, why and what type?
Didn't get SE - Company, Deposit, Etc. Proceed. We need to confirm SE info with cust so we can get everything accurate on the account!
When someone besides the admin who did terms catches an error in the comment, which SB is given and who receives it?
Didn't Set up Loan According to Comment - FU. Ex: OD was commented incorrectly
Who is in charge of tracking SB's and what is the process?
UW's! IU tracks for FC and FU tracks for IU.
A FU is sent to the admin who made the error, if it is a pass back the reason is included, the SB is tracked in the UW Tracker.