1
True or False:
When setting up a UTP payment you must verify the address before clicking "Address same as loan holder"
True
What two thing must you advise the customer when setting up disaster relief?
Interest will not accrue throughout the duration for the program and How long the program is for.
What are the payment due dates the customer can choose from ?
The 3rd through the 27th of the month.
Note: The 1st, 2nd, and 28th is available in Atlas; however, to comply with current strategy, only select the 3rd through the 27th.
What information maybe provided to an UTP?
Only general information (public knowledge not related to the customer)
Where must the customers security information be entered?
In the Secure form only
While connecting with the translator line what should you do with the security box?
Nothing. You must wait for the customer to verify their security information before moving forward
What should you select on the Reengagement pop up when the customer says "Sure transfer me over"?
Transfer
True or False: You can set up AP with a TP
False
It an extra payment is made in the same billing cycle how is it applied?
They are applied first to any outstanding Late Fees, then to accrued and unpaid interest, then to principal
Yes or No: Can you process a NSR over chat?
No. A NSR requires a disclosure.
What must you do if the customer is upset with a something that has to do with discover and you talk with them and they're okay by the end of the call ?
Submit Feedback
When a UTP or TP calls in what must you notate?
Their name
What should you select on the Reengagement pop up when you don't offer?
Dismiss
When placing an outbound call to the customer what must you tell the customer before the conversation begins?
"This call maybe recorded."
Can you Cancel a loan over chat?
No you can not. You can advise to call in otherwise if its a soft pull just advise 15 calendar days.
When a customer calls in needing the language line what must you ask them?
If they have someone 18 years or older that can translate for them.
What must you do if the customer is upset with a something that has to do with discover and you talk with them and they're not okay with the outcome by the end of the call ?
Submit a complaint
When refunding a payment the payment must of been made with in __ days?
14 days
True or False: When a customer calls in asking for a translator you can call the language line and have them begin translating with out any other steps
False. sk the customer if they have someone 18 years or older that can translate for them First.
If customer is asking about online account access can we send them registration email over chat?
Yes. After you verify all security information needed to access atlas.
What should you select on the Reengagement pop up when the customer says maybe later?
No Transfer
When you do not ask the customer the reengagement off what option should you select?
Dismiss.
Is the Customer Required to send in a letter to request cancellation of the loan?
No
How many days out can you change the due date?
15 calendar days
If you send the website link to a customer do you have to send a check in message or can you just send them the no response message after 5 minutes?
You just send them the no response message after 5 minutes.