Show:
Welcome Call
VOE
Dealer Call
Exceptions
Legal Docs
100
What time can you start dialing out for a customer?

8am

100

You verified all information on a voe, what should be updated in employment tab?

length of employment (full time or part time), time on job, hire date and pay frequency.

100

Dealer calls in asking if we received a document, what do you do?

Verify receipt in onbase, if we haven't received it then provide funding email. 

100

Which exhibit do we reference for exceptions?

Exhibit I in SPOT

100

Can we proceed with a contract sent via email?

No.

200

How long should you wait before trying to contact a customer for the second time to complete their welcome call?

Approximately 2 hours.

200

What information would be considered direct voe?

  • Customer Name
  • Hire Date
  • Active Employment Status
200

Dealer calls in to accept a fee, what do you do?

Notate AOS with his/her name thanking them for accepting the fee then add fee in disbursement tab.

200

What are 3 main attributes for exceptions?

Model Score, Exposure and PTI.

200

Can we use turbopass bank statements to verify voe?

yes.

300

What should you do if a customer speaks another language?

Use the translation line

300

How do you verify employment for Doordash, Social Security and business owner?

Doordash- doordash profile/bank statements

Social Security- Awards letter/bank statements

Business owner- Business license/bank statements

300

dealer calls in stating that they were missing funds when the deal got funded, what is the next step?

Fill out and send an ACH inquiry email to the ACH team.

300

What is the requirement for a good model score, PTI and exposure?

 model score has to be 130+, PTI has to be below 20% and exposure has to be below 100%.

300

Which legal document can be sent automatically to the dealership?

Guarantee of Title

400

If the primary buyer has difficulty with some questions on the welcome call, then a third party claiming to be the co-buyer takes over the call, what should you do?

Verify their identity then proceed.

400

Name 3 situations for indirect voe

  • Calling the buyer's place of employment and speaking with them on that call. (you call the employer using a number that ties back to the business and the buyer answers the phone).
  • A third party verifies that the customer works at the place of business; other details (hire date, type of employment, etc.,) are not verified.
  • A buyer's voicemail states their first and last name on a phone number that ties to the business.
400

Dealer calls in stating the customer's first payment date has passed but the deal has not been funded, how would ACA proceed?

Customer makes their first payment to the dealership then we removed that amount from their net check when the deal is funded.

400

Can you close a voe exception via bank statments yourself?

Yes, only if an attempt was already made to the employer.

400

Which state does not require a buyer's order?

California.

500

What should you do if a customer mentions that they don't have their vehicle, check engine light is on, they do not want to proceed with the warranties. (Enterprise dealership)

Open pre-funding alert stipulation as well as stipulation for not wanting to proceed with warranties. We can proceed without vehicle possession due to it being an Enterprise dealership. 

500

Can you waive voe on a deal?

Yes, using the attributes but only if a manager approved it.
500

Dealer calls in, immediately asking for a supervisor, what do you do?

Ask for an account number and what the problem is to attempt de-escalation. 

500

Should you call out from work?

No.

500

Which document can be used to close the odometer statement stip other than the odometer statement?

Title application but with a note.