Queue Practice
What is the extension for the CA Helpdesk?
5103
"I have an appointment scheduled that was supposed to start 5 minutes ago and I still haven't received a call"
Pull up profile to see if the expert has reached out (it will be notated under appointments)
Experts typically make 2 call attempts
15 Minute window
True or False: I had a client call in that needed to be transferred to CST. I don't have to make a session note because the next person will verify again.
False, ALWAYS document your interaction with a client, no matter how short it was. Remember, if it's not notated, it didn't happen.
How long does a counseling session typically take?
"The initial counseling session usually takes about an hour, depending on your situation. Our Experts will tailor the session to your situation and goals."
I am homeless. What do you do?
Provide the HUD.gov website and provide phone number for local branch. Advise client to also call United Way 211 for more resources.
This client needs to talk to someone about getting a Reverse Mortgage certificate
Transfer to 5166 or 5167 for Spanish
How do you thank this referral source:
"My bank vibe credit union gave me your info"
I am glad Vibe CU gave you our information.
*Side note: Verify the sub-referral (Lending dept, website, teller/rep etc)
You have a returning client. What is the correct process to verify a returning client?
Verify 2 pieces of info on the profile OR PIN.
Reset PIN after verifying profile if they don't remember it or it's not set up.
What things or documents do I need for counseling?
There are no documents required for counseling
How do you resend an action plan?
1. Find client
2. Go to customer>Action plan
3. Hit print>Select mail or email> Submit
You notice this client has a red flag on the profile and they completed counseling 2 months ago. Where do you transfer this client?
5059
"I work for a credit union and I am looking to see if your company offers webinars for training purposes? Do you offer brochures?"
Direct the caller to our website to fill out the inquiry form https://www.greenpath.com/inquiry/
Advise them of a 2-4 business day follow-up by email.
True or False: For Prudential clients to get to an expert, we have to have the referral code
False, We no longer have to probe for any referral codes. Gather the referral channel (employer, Webinar etc)
What information are you sharing with my credit union?
"We provide our partners with a list of their members that contacted us, and occasionally share more information"
"I just had a job interview the other day and I was calling to check in"
Provide Ashley Franklin's phone number and the careers@greenpath.com email
This client has a pending generated agreement from 36 days ago in the state of Maryland. Where do you transfer this client?
5148 or 5061 for Spanish
What is the process for DTE?
Confirm they are the bill holder
Confirm that it is their primary residence
Hours M-F before 645pm EST Transfer to 5101
After 645pm-Book appointment with DTE
I have Power of Attorney over my mother and I need to do counseling for her debt. What is the process?
Create profile, provide client ID and email address poacompliance@greenpath.com
Have them email the POA paperwork to us
24-48 hour turn around once we receive the documents
Once confirmed, we will call client to either transfer RWA or schedule an appointment.
I received a missed call from you. Who are you and how did you get my number?
GreenPath Financial Wellness is a non-profit financial wellness company that helps clients with debt, credit and housing concerns. Likely we partner with your bank or credit union. What phone number did we call? Let me see if there are any notes."
"I am looking to speak to the person in charge of handling your marketing"
*DO NOT PROVIDE NAMES OR INFO
On physical phone, transfer them to the voicemail so they can leave a message. 1555-555-1522.
24-48 Hour turn around time
This client has never done a counseling session with us. They are in the state of Ohio and they speak Spanish. Where do you send this client?
5038
How do you use the translator service?
1. Call telelanguage
2. Provide First and last name, billing code and language needed
3. Before transferring to the expert, disconnect from translator and make a note so the expert knows the language the client needs when they reconnect.
What does it mean when you see a profile in GENII that says "Estate of"
This means the primary on the account is deceased
How does the DMP work and how much does it cost?
"This program is a structured repayment plan that helps clients pay off debt faster by bringing accounts current, lowering interest rates and waiving late and over-the-limit fees. This means that more of the payment would go towards reducing the credit card debt. Any fees associated with the DMP will be discussed with the expert because there are variables to the fees like what state you live in. This is a no obligation session to see what all of your financial options are."
"I am trying to get ahold of your HR department to verify a previous employee"
We use an agency called The Work Number.
Provide 800-367-5690 and the code 109028
Any issues, email employee_experience@greenpath.com