Account Verification
If the account was not verified through the IVR, what do you need to verify?
Verify the borrowers full name and last four digits of the customer's SSN.
What 3 codes that must be entered on every call?
Contact, response, and reason
How do you request to mail an imaged document?
Open task CUSDOC
When making contact with a borrower on an outbound call, what is the first step you need to do?
Ask for the customer by the name displayed on the account.
When entering a promise response code, what must be entered with the code?
A remind date
What task do you review to identify if a call needs to be transferred to Specialized Home Retention?
SPOCNR
When escalating a call to a supervisor, what contact code must be entered?
ECC