A
There are 5 ways to pull a customer's account in the portal. Can you name three of them?
Account Number or loan number
Email Address
First and last name and last #4 SSN
Phone number
SSN
If someone is calling on behalf of the customer, what information must you check prior to disclosing any account information?
Check to see if they are an authorized user
What is the cost component of an Installment Loan?
Interest
How often should you be adding your time to Work Day?
Daily
At what point is a past due payment reported to the credit bureaus?
30 days past due
Where can I locate the customer’s status, and why is it important?
Upper right corner, next to the customer loan number.
Past Due _ Transfer to Collections
LP / Current/ Issued/ etc
What are the Eligibility requirements for a NetCredit Loan?
Name at least 4 of them.
18+ Years of Age
US Citizen or Resident Alien
Valid email address
Verifiable income
Willing to submit to a credit check
Personal checking account
Online access
31+ days history
Income deposits
How often should you reopen a closed case?
Never. Create a new case if you receive new information on a previously closed case. This includes receiving new documentation.
Documents that were submitted via Fax or from an email address not on file in Portal will appear where?
Inbox
True or False
A customer can revoke their ACH authorization when there is a pending payment.
True
What is an AST case Type?
What is an LP case Type?
What is a CS case Type?
AST - Any issue pre funding involving getting a loan signed
LP - Any issue pre funding that requires collecting LP documentation requested by LP
CS - Anything post funding that involves servicing an existing loan
What products does NetCredit Offer?
Installment Loan
&
Line of Credit
Why do we use Decision Logic?
To verify a customers electronic bank statement
What documents are acceptable to update a customers bank account
EBS / TBS / Voided Check or Bank Letter
What is the (usual) minimum Cash advanced?
$50 / but it depends on the state
What information do you ask for if a call is not Secured?
First and last name
Last 4 digits of SSN
Full date of birthor zip code
What is the resource within the NetCredit Knowledge Base that can give State specific details about the Installment Loan and Line of Credit?
Compliance Matrix
What prompts us to press the promote button for documentation in NetCredit Queues to Loan Processing?
When sufficient loan processing documentation has been received
True or False
We can update a customers bank account with a pending payment
False
If an LOC customer revokes their ACH, are they still able to take a cash advance?
Yes
What information can you ask for to verify a customer?
Email Address
Phone Number
(If funded) Employment name and Position
How is a customer’s payment schedule determined?
By their pay frequency
Why do we use Lexis Nexis?
Verify the customer’s identity
What is an acceptable form of documentation for an email address update?
State ID or Driver’s License (front & back), or Passport
What is Admin time used for?
Reviewing CallMiner Insights
Review metric or coaching reports from your Manager
Reviewing emails
Review time and attendance in WD
Review the wiki