Programs
Person liable for the account that can accept a settlement
Primary borrower, co-applicant, Power of Attorney.
Right party request to close an UTD account. Should you transfer to Customer Service
False
In UCRS under which tab can you access the Fee Decision Tool?
Account information -> Tools
When offset is done for a BL account what is the procedure?
Transfer customer to CLC Team 866-789-6474
When running the FDT request and customer complains about the request what is the next step?
Check the Complaint Tracking and Resolution (CTR) button to track the complaint.
Scenarios where a settlement can be a good option
BKO, Terminal ill ness, or Extreme Hardship eg.,Medical reasons.
You contact the right party and customer says he is busy and can't talk now. You provide our complete contact information. You submit a Pre-D CSI as part of the call maintenance
False
When submitting a Refund Request when can you submit a request as a Rush?
Only when approved by manager.
What is the system used to check statements for BL accounts?
Automated Statement Retrieval (ASR)
During a call customer complains about their mortgage payment refund not being completed on time. what is the procedure?
You offer the department phone number and offer to transfer. If customer agrees, don't submit a complaint since the customer agreed to be transferred and we provided the correct phone number.
On accounts UTD what is the percentage accepted in a settlement offer
70%
When submitting a Credit Bureau Dispute and in order to fill out the CBR Dispute correctly you have to get information from the customer or AU during the call?
True
You are working more than one account with visible scheduled payments. You offer DMP to the customer and they accept it. What is the correct action code?
PTPC (promise to pay confirmed)
Use this system when Payments and Transfers Tool cannot be used due to a system connectivity issue.
QuickRemit (QR) or Total Customer Service (TCS)
What are the three questions to ask yourself for complaint document requirements?
What did the client say?
What did you find out?
What did we do and advise?
When the system returns a Short Term Program as a solution for customer. What is the procedure?
You are required to get a disclosure verifier and read verbatim the full disclosure.
When talking to a third party and the customer is not available. You are required to ask for additional phone numbers and hours to speak to the customer. If any additional information is provided update info in NextGen.
False
Unidentified 3rd Party states "You have the wrong phone number" what is the procedure and action code?
Submit Invalid Phone Number Tool. Action code WTNR.
What is the entity Small Business Lending account information reports to?
The Small Business Financial Exchange (SBFE)
Provide an example of what may sound like a complaint but doesn't qualify as a complaint.
These are examples of indirect Refund Request and you should run FDT
I am not going to pay that fee.
I feel this is unfair and will close my account.
When working the same product type for remediation efforts, agent can confirm with the client the previous Underlying Circumstance that were provided within the last 30 calendar days?
True, Remediation may include multiple accounts that are not worked and/or the program is not worked.
Customer is going thru financial hardship, working with a DSA and initially telling you our account is included. What is the procedure?
Ask the customer for DSA information and while customer is on the phone submit DSA info in Wave.
How do you complete Mail hold code Removal for BL?
After updating demos from the Account Maintenance tab in UCRS review Statement Hold Code and Print Statement. Verify and update Statement hold code to 000-No Hold Code.
Define "complaint"