Genesys/Transfers
Which department will assist Advocates with a Lump Sum Payoff for a structured settlement research case.
Escalations / Help Desk
Settlement readiness 48
It will be 6 months or more before the customer has sufficient funds to negotiate the account.
“Um” and “Uh huh” are known to be __________.
Filler Words
Financial Hardships that can cause members to enroll in the FDR Program
Loss of Income
Natural Disasters
Divorce
Death in the Family
Medical
Creditor Cancels a Settlement
Null & Void
Companies that provide our subscription legal services
LPN & NLLG
Red Indicator
ISL - With legal creditor/law firm
While handeling a call, its best to avoid ______
Sarcasm
Time it takes to complete the FDR Program
24-48 months
Approving settlements
Phone
Text
Client Dashboard
Mobile Application
Dialer
Member is adding a NEW credit card account into their program, which queue would you transfer to submit the request.
Client Services, no need to trasnfer
Yellow Indicator
The account has funds available to settle
When you are fully present and paying attention to every word, tone, and pause a customer says, this is referred to as:
Active Listening
This phase of the Customer Journey includes the Welcome Call.
Onboarding
CHANGING banks, you should select this type of Bank Account Change Case.
Update
Call Que will handle Negative Deposit Modifications
CS Deposit Modification English
Priority "3"
Strategic Hold / Not Enough Funds
What is the best type of question or questioning technique to draw out more details and information from a customer?
Open Ended Questions
What business unit starts off the Customer Journey with online ads, TV ads, and radio promotions?
Marketing
VSQ Failed
Name (first and last), date of birth, and last four digits of their SSN, deposit amount or date
The code you select at the end of every call is referred to as the ____________________.
Disposition Code / Wrap Up
Priority "1"
This is the customer's targeted account
Caps Lock is appropriate all the time when communicating internally or externally at work. True or False
False
The images of the _________ & ___________ symbolize the different sides of FDR's corporate culture.
Heart & Dollar Sign
Cancellation of debt
1099C