To help members achieve their goals and meet their needs
Why is it important to understand the members situation?
100
a document that assigns legal ownership to a person, people, or a business
What is a title?
100
-Answer with a smile
-Pace and Tone
-Brand USAA
-Telephone Etiquette
What is the greeting?
100
-needed for a secured loan
-less expensive for member
-less risky for USAA
What is collateral?
200
1922
What year was USAA founded?
200
-one stop shop
-competitive rates
-reputation and integrity
-allows members to take their vehicle overseas
What are the benefits to taking out loans with USAA?
200
a loan that members can use to cover a variety of personal expenses
What is a personal loan?
200
-facts/open ended questions
-specific questions on request
-target questions
What are questions/discovery?
200
-reveals the urgency of the request
-helps set the execrations, rule out the unsuitable options
What is timeline?
300
The mission of the association is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community.
What is USAA's Mission?
300
-to make sure the member has a full understanding
-to complete a needs assessment
-meet the members request
-set expectations and explain the process
What is our goal?
300
a report that provides a score based on how one has handled financial obligation
What is a consumer report?
300
Know, Understand, Provide
What is completing the members request?
300
-minimum loan is $2500
-sets proper expectations
What is amount?
400
United Services Automobile Association
What does USAA stand for?
400
-to buy a car or motorcycle
-to cover household expenses
-to finance an expensive event
-to cover household repairs
-to buy a boat, RV, or other big ticket items
-to do pretty much under the sun
What are reasons to request consumer loans?
400
the ratio of the maximum amount loaned to the value of the collateral
What is loan to value (LTV)?
400
-Set expectations
-Control Call
What is set-up?
400
-gain insight of what the member can afford
-set expectations about the loan options
What is a budget?
500
Current CEO
Who is Stuart Parker?
500
-18 years old
-Property and Casualty eligible
What are Consumer Loan requirements?
500
1. I need money
2. Request a loan
3. Submit an application
4. Underwriting
5. Finalize the loan
6. Disbursement and Repayment
What are the steps to taking out a loan?
500
-set expectations
-process Application/Quote
-Closing the loan
What is process request?
500
a line you transfer members that are not able to or comfortable with speaking English (excludes New Mexico and California)