Calling
True or False: Call recording disclosure must be stated before asking to speak to the customer?
True
A borrower soft authenticated themselves, and then hung up the phone. What action code is this?
NOAR - No Arrangement
Where do you go to find the customer's social security and date of birth?
Customer's details on the main screen of UCRS
What is the lowest that we can settle for if the collateral was already repossessed and sold?
60%
You are talking to a customer and they give authorization and pass the phone to another person to speak with us. What disclosure must be read to them?
Call Recording disclosure and Mini Maranda
True or false: The mini Miranda is read before New York Language disclosure for accounts with a specific New York Zip code?
False
You received an inbound from a customer who wants to set up a payment arrangement. On the Call, they stated the number on file is wrong and would like to provide you with their updated contact information. You removed the number and set up 6 payments. What is the call outcome?
WTNR - Wrong Telephone
Where do you go to submit invalid phone number?
Account Maintenance > Invalid Phone number
The Co-Borrower of an account calls in and states that she wants to do a settlement on the account. The Co-Borrower is the only one on the phone and is ready to make the lumpsome settlement payment today. You have given her the settlement amount and read the settlement disclosure. Why can we not move forward with the settlement?
The Borrower has to also be on the line to also accept the settlement and be advised of the settlement 1099 disclosure.
A customer wants to set up payment today for $200. You confirm the bank account they want to use is the one we already have on file. Before Proceeding to the disclosure page, what must you ask them regarding their bank account?
Are you authorized to use the checking/saving account for payments/transfer.
How many calls can you make in seven-day timeframe?
5
A customer called to check the status of their payment arrangement. You noticed that there is room to set up three additional payments. The customer agrees. What is the action code used?
mpay
I am about to launch a call, but want to make sure that I can call the customer today? What do I look at to see if I am allowed to call today?
Appointment date in the UCRS comments tab or demo screen.
A customer calls to settle on an auto loan account. The customer still has the vehicle, and the balance owed to the account is $3,000. When you run the nada value, it shows the vehicle is worth $30,000. Are you able to offer a settlement?
No - the nada value must be lower than what's owed.
A third party, with no LOA/POA on file calls in and wants to pay on the account. They ask you how much is owed on the balance. What is your next response?
I am not able to disclose any account details without client’s consent, how much will you be paying today?
You are reviewing an account that has alternate numbers to call. The first number you called, person stated they are the client and then disconnected the call. Should we be calling any other numbers?
No
You called a customer phone, and someone who identified as his daughter said the customer is not in, but is happy to take a message. When the call ends, What is the call disposition and action code ?
Call Disposition: Third Party Message
Action Code: Message
If I wanted to continue to read more notes about the customer under the UCRS comment tab, but the comments stop at a specific date, what do I need to click on in order to read more comments about the customer
"Get More Comments" on the upper right side of the notes.
What settlement disclosure must be read?
1099 disclosure
A customer calls in because their car was repossessed last night. They want to make a payment of $15,000. The account has an "out for repo" tag. Can we take payment?
No - Customer must be transferred to the repossession department.
The UCRS notes states that a customer was contacted on 1/14/25 and the agent made contact that resulted in a no arrangement. Today, the account came up in your queue. You see an appointment date set for 1/17/25 to call the customer. Are you allowed to call the customer?
No - There must be a seven day stand-down before next contact.
You call a customer, and a woman picks up and identifies herself as the wife. This customer is located in a state where you are allowed to speak with the spouse. You make an attempt to collect on the account. Therefore, you follow the verification process and read all disclosures to the customer's wife. The spouse refused to make a payment on behalf of husband and ended the call. What is the action code?
NOAR - No arrangement
Under Weblinks, what do I click on in order to do a complaint?
Complaint Capture.
How many days does a settlement offer last?
20 days
You make an outbound call and the person who picks up the phone confirms that they are the customer. They ask you what is the call in reference to. What must you say next.
After soft authentication we can only advise we are calling regarding the year/make/model.