Call Opening
This disclosure must be stated at the beginning of every phone call.
Call Recording Disclosure
What does the acronym MAD stand for?
Method, Amount, Date
What is it called when we are obtaining the customer's mailing address, new phone numbers and employment info if they have any information that needs to be updated?
Updating Demographics
What is it called when you state the purpose of the call along with the total amount due?
Facts on the Table
WIIFM?
"What's In It For Me?"
What are the 3 Qs that you ask during the "Facts on the Table" stage of your call?
Q1 - You have a total amount due of $________. Can you pay that today?
Q2 - How much can you pay today?
Q3 - When can you pay that?
We utilize this screen to add or verify additional people that we can speak to about an account.
Authorized 3rd Parties
List 5 objections from the AET job aid.
“I will make a payment Friday.”
“I’m at work.”
“I mailed that payment.”
“I didn’t receive my statement.”
“Nothing has changed since the last time I talked to you.”
“This account should be paid off.”
“I won’t be able to pay until you lower my interest rate.”
“My spouse pays this loan.”
“I won’t pay until you waive my late fees.”
“I opened this account for someone else.”
Give an example of a Bridging Statement
“Sounds like you’re going through a tough time right now. I work customers daily who are struggling to make their OneMain payments. Let me ask you a few questions about your financial situation and see if we can’t find a solution to make this one less thing for you to worry about.
List the 5 states where the Mini Miranda is required.
Connecticut
Georgia
Iowa
North Carolina
New York City
What are the 3 E’s?
Ease
Empathy
Encouragement
The customer advised you they can only receive calls between the hours of 11am-4pm, what should you do to address the customer's concerns?
Update Convenient Call Times
Before offering a Borrower's Assistance option, we ask the borrower for this information to determine the best option for them.
List 5 Reasons for Delinquencies for the RFD job aid.
Which Borrower's Assistance option would you offer a customer who's RFD is in the past & the customer can make more than their regular payment each month? (Not on the BA Tab in Class)
Repayment Plan