Expectations
How many outreach attempts does a client receive from a HUBSPOT who has less than $5,000?
1 outreach attempt
You need to reach out to IT to get help with Finesse. What is the extension you can call? What is the direct number for IT?
5105 is the extention
248-488-0560 IT directly
I have an active DMP. What queue do you send me to?
5026/5025 SP
What does the Spanish language flag look like in GENII?
Its a blue "S" flag.
How do you thank this referral source and ask to share information with this referral: "My bank Vibe Credit Union gave me your information."
"I am glad Vibe Credit Union gave you our information so you could reach out today. We partner with Vibe Credit union to help their clients..." This is a great point to pivot into asking for permission to share.
"Are we okay to share information with Vibe Credit union?"
True or False: If a client states their loan is owned by Fannie Mae or Freddie Mac, we don't need to double check it because the client already has the information for us.
False, we always want to double check because loans are bought/sold all the time. This information could change. However if the client declines, we can continue moving forward in the flow.
You have someone from a credit union calling about a mutual client on a DMP with us. Where can you send them to get the answers they are needing on the client's profile?
5024-Creditor Relations
This client is an existing GENII client that had a DMP that was closed 88 days ago. How do you assist the client?
Import the information from GENII to FiQuest, Update any missing or outdated information, transfer client to FiQuest recommended assessment queue after setting expectations.
What is the difference between TUD and WTD?
TUD is where the client turned us down for an agreement for the DMP and WTD is where we turned down the client for the agreement (most likely because it wasn’t a good fit or the program didn’t make sense due to the clients needs/situation).
Explain the correct DTE Process & include the hours we can transfer a client for DTE.
Confirm: DTE bill is in their name & home is primary residence
Hours: 9-4 EST can transfer right up until 4pm EST
RWA ONLY no appts
After hours? - build a profile, and advise client to call back next business day to speak with the Expert.
Set the expectations for the client calling regarding credit card debt to build them a profile
" I am really glad you called. We help clients with credit card debt all the time. To get started, I am going to gather some basic contact information to build you a profile, and then connect you to a financial wellness expert to answer your questions and see what options you have." Pivot to profile
What is Laura's reminder Jingle around ACTIVE DMP's?
Bonus points from Laura if you actually sing it ;)
"ACTIVE DMPS goes to CST!!"
This client has a Yellow flag on this existing GENII profile. They completed a counseling session 23 days ago. Where do you transfer them to?
5107 CA Housing Stability Queue
What color(s) are the post mod flag? What color(s) is the HOPE flag?
Post Mod: Red, Orange and Purple
HOPE: Yellow
What is the easiest way to find an existing client profile in GENII?
1. Client ID number if provided in Finesse
2. Client Phone number
3. Client Last name & Zip Code
Less is more with the search engine
In the event there is a partnership with a bank/Credit Union, how can we ask about partner sharing?
Can we share information with _____ Credit Union?
This client is in need of a Reverse Mortgage certificate to get a Reverse Mortgage on their property. The lender provided our number. How do you assist this client.
Transfer client to 5166/5167SP to go to a trained CA to do the intake for this type of counseling. DO NOT build a profile in FiQuest.
This client has a closed DMP from 19 days ago. Where do you transfer this client?
CST 5026/5025SP
What is the standard timeframe for a client calling for debt concerns? Calling 995HOPE? What about a Post Mod client?
General: 60 days
995HOPE: 60 days
Post Mod: 1 Year
What is the purpose of Client Love? How do you nominate someone?
Client Love is a employee/partner funded program that sends personalized cards and gifts to clients.
To nominate, fill out and email the client love template to client_love@greenpath.com
Set the expectations for a client going to a FWE assessment queue
"Your profile is all set so I am going to transfer you to the FWE now. Before you are connected, you will hear our brief statement of counseling and then after that, if you happen to be on hold longer than 2 minutes there is a call back feature you can opt into to save your place in line or simply hang on the line, and the Expert will be with you shortly. Thank you for calling GreenPath, please hold for your transfer."
You have a client struggling to access their documents on the client portal. How do you help?
Try to use basic troubleshooting to help assist client. if unable to assist, transfer them to 5185/5186SP for further assistance
Reminder: NO SOC or CB feature on that line
Existing client: Completed a counseling session 58 days ago and TUD on a generated agreement. Where do you transfer this client?
5148/5061SP FWE MISC Queue
When I am evaluating an existing client in GENII, how do I know where to transfer the client. What am I looking for?
Under Information Tab: Flags, language
Under Products & Services tab: The most recent date is the most active activity. Any other lines is just "noise" on the profile and can likely be ignored.
I work for a credit union and I am looking to see if your company offers webinars for training purposes? Do you offer brochures I can give to my clients?
Advise client to visit: https://www.greenpath.com/inquiry/ and fill out the form. Takes 2-4 business days to receive a response via email.