Talking Points
Whether we start a B01 with or without an invitation, what should we be checking the spelling on each time on the short form?
The name of the applicant.
-Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
To avoid a Regulatory Defect, all complaints and expressions of dissatisfaction must be recorded in this specific system.
DCC Complaint Tracker
PA has questions about what a soft and hard pull is, they also want to discuss their credit score/report. What doc am I?
Credit Bureau PLS (ACQ): DPL Talking Points
When authorizing a third party, the ATP must be able to verify their own name, the applicant's full name, and either the applicant's full date of birth or the last four digits of this number.
Social Security Number or SSN
When informing a PA that they need to unfreeze their credit reports, agents must instruct them to leave it unfrozen for exactly this many days from the application start date.
15 Days
-Frozen Credit Bureau Handling (ACQ): DPL Procedure
On B01 applications where the PA is employed, agents must ask for this specific contact detail, because it cannot be added or updated later during employment verification.
A work email address
When a complaint is made about a previous agent interaction, what must we do?
Check the first box and input the previous agents short name from DLOS memo’s
PA has specific questions about disbursement timeframe, what doc am I?
D01 Queue & Disbursements PLS (ACQ): DPL Talking Points
You must say this specific word when providing the APR or payment during an offer.
1. You MUST say "Estimate" before each APR and Payment offer discussed.
2.You can also preface it by saying "All APRS and Payments discussed today are estimates"
-Offering Rates and Terms PLS (ACQ): DPL Job Aid
If PA is unable to complete terms and conditions on the call and their are document RRs present, are we required to inform them of the documents?
Yes!
1.Ask applicant to check their email at their earliest convenience that will guide them online to acknowledge T&C and Privacy Policy electronically to move forward.
2.Work any other RRs that are present.
-Pending Terms and Conditions RR PLS (ACQ): DPL Procedure
PA says they have an invitation but doesn't have it with them, what are the TWO things we should advise?
1. Provide benefits of using invitation.
2.Offer to start an application without one.
-Invitation Number, Income, Email & Employment PLS (ACQ): DPL Talking Points
- Pre-qualification Short/Medium Form PLS (ACQ): DPL Procedure
If a PA uses language indicating UDAAP or discrimination, you must track the complaint and do this to ensure it is properly escalated.
Check the appropriate box so that the complaint is escalated properly.
PA has questions about the phone disclosure, what doc am I?
Cell Phone Consent (ALL): DPL Talking Points
When starting a brand new application, an agent received a defect in June for forgetting to ask the PA if they had received and would like to use one of these.
An Invitation
What are all the necessary talking points when advising PA of required documents?
1. Contingent approval
2.Documents can't be PW protected, blurry or have info cut off.
3.Documents needed + the email will contain doc requirements
4.Docs worked in order received and can check status online/phone
-Document Verification PLS/LRS (ACQ): DPL Procedure
When PA asks to change due date what must we advise?
If billing period gets extended as a result of the due date selection, your payment will slightly change. The exact payment amount will be confirmed in the Welcome Kit.
-Automatic Payments Offer Flow PLS (ACQ): DPL Talking Points
The PA states "It seems like I always have trouble with this kind of stuff because of my age, do you think that will be an issue for you guys too?”
How do we track this?
Track potential UDAAP discrimination.
What doc are we using if we are needing the talking point for when a PA request to change the loan amount whether in soft or hard pull?
Offering Rates and Terms PLS (ACQ): DPL Job Aid
To avoid a procedural defect during the call intro, you must provide this piece of personal information when answering the phone.
Your First Name
When PA requests to change loan term, what are the next steps?
We must select the new term on Calc+Decision screen, select update and then select OVERRIDE.
-Flexible Offer Strategy PLS (ACQ): DPL Procedure
PA has questions about how extra payments effect auto pay or if they can use a third-party bank account for auto pay. What doc am I?
Payment (ALL): DPL Job Aid
PA asks if they pay off their debt will they get a better APR. What talking point do we advise?
We are not credit analysts, we recommended contacting the credit bureaus directly for more information on how certain actions effect your credit report.