Overcoming Objections
Doesn't think we can really help and we are just fishing for information. The client was transferred by bank.
What is: We likely have a partnership with you bank and we are here to help clients lead financially healthy lives.
What is a good word track to link a partner to a profile?
What is: Is it ok if we share your information with your credit union?
APPT
What do we have to say before we transfer a client to an expert?
What is: Set the expectation for the SOC and the 2 minute call back feature.
What is the extension for the CA help desk?
5103
No time for session
What is Schedule an appointment that is better for the client.
Give me your best elevator speech
What is "I am so glad you reached out to GreenPath. We are a non-profit agency that helps as many people as we can with debt concerns, credit help and resources."
DMP
What is Debt Management Program
What expectations do we need to set during scheduling an appointment?
What is: the 15 minute calling window between appointments
What are the two most common types of bankruptcy?
What is: Chapter 7 and Chapter 13
I dont have any documents ready for counseling
What is: That's ok, the counselor has other ways to get the information if needed.
IF still a no, schedule an appointment
What is a good word track for someone who's only interested in getting a loan?
What is: GreenPath does not provide loans however we can talk to you about the best options for your situation and help you lay out a plan to meet your goals.
BHAG
What is it typically takes 24-48 hours for a response
What are the 3 credit Bureaus?
What is Experian, Trans Union and Equifax
Client only wants a Face to Face session
What is: Our centers are closed due to covid at this time, we are still offering the same experience over the phone where it is customized by your situation and you get to talk to a professional that can help.
What is a good word track for someone who is upset with how their DMP is going?
What is: I am sorry to hear that the DMP isn't working like it's supposed for you. Let me get you over to someone from that department to look over the account and see what the best options are for your program.
RWA
What is Ready willing and able
What is the expectation for the Alert note section?
What is Date and message: Example, "12/1/2021 client needs Chinese translator"
How do you use Telelanguage?
What is you call the service number, give them the code and first and last name and request the language
Client is a spanish speaking client and she is very hesitant with speaking to GreenPath.
What is reassure the client that she is in the right place and let her know we are here to help.
What is a good word track for a client that is very emotional.
What is: I am really glad you reached out today. I am going to do everything I can to get the help you need. It sounds like you have been through a lot so let me see what I can do.
NFCC
What is National Foundation for Credit Counseling
What is the expectation when a client cancels an appointment with an employee specific expert on the same day as their appointment?
What is: Notate why the client is cancelling the appt and email the expert directly letting them know about the change in their schedule.
What is fraud?
What is An illegal act that occurs when people try to trick you out of your personal information and your money.