Upgrade Essentials
Upgrade went live what month/year?
April 2017
What is the borrowing min to max?
$1000 - $5000
When is the customer considered delinquent?
1 dpd
What is the contract date?
The customer's original due date and the date the funds were released to the customer.
What is the standard greeting?
"Thank you for calling Upgrade. This is (name). How may I assist you?"
Who is the CEO of Upgrade?
Renaud
What does APR stand for?
Annual Percentage Rate
What is the first option we should give the customer when they have fallen past due? What is the second option?
BIF then 50/50
If the customer's payment falls on the 31st, what is their Billing Frequency?
Monthly EOM
Name one benefit of first call resolution.
1. Reduced call inflow
2. Better customer experience
What are the current hours of operation?
M-F 6a- 6p PST
What is the range of the origination fee?
1% - 6%
What amount, if any, is the customer required to pay before submitting the request for deferment?
Any outstanding fees
Is there a grace period?
No. The customer is assessed a fee on the 15th dpd but they continue to accrue per-diem interest.
What are the components of the 4 pt response?
Acknowledge, Appreciation, Assist, and Transition
Where are our 4 office locations?
San Fran, Chicago, Montreal, & Phoenix
How long after approval do funds release to the customer's account? How long from release to hit the borrower's account?
Next business day. 1-4 business days?
List the requirements for submitting a deferment.
1. Less than or equal 60 dpd
2. 6 monthly payments
3. Completed template
4. Schedule next payment following deferment.
If the customer is on auto-pay and wants to schedule an additional payment, what will the customer have to do?
Call in the payment. Customers on autopay do not have the option for one-time ACH online.
Which of the following is not part of professionalism?
1. Active Listening
2. Requesting payment
3. Consistency
4. Effective communication
2. Requesting Payment
What was the dollar mark of lending that Renaud announced at the town hall?
$1 Billion
Explain how an origination fee rebate works.
A portion of the total origination fee is deducted from the payoff amount if paid off sooner than the term of the loan.
What are the 3 options for hardship assistance?
1. Late payment assistance
2. Deferment
3. Settlement in Full
What are the two addresses used for payments?
Pasadena and Irwindale
Name the 4 types of Diversities we encounter with our customers.
1. Communication Barriers
2. Socioeconomic
3. Age
4. Non-Savvy