UK
TRUE OR FALSE
You receive an inbound call from an A3P on an account. You only need to authenticate the borrower/coborrower before discussing the account with them.
(Hint: A3P job aid can give you guidance)
FALSE- you will need to also authenticate the A3P
What is a combination you can use to authenticate an inbound caller?
(Hint: Customer Authentication P&P can give you guidance)
First and last name, account number, last 4 of social
First and last name, last 4 of social, customer's mailing or property address
First and last name, account number, month and day of birth, last 4 of social
TRUE OR FALSE
When a customer offers a partial payment, you should ALWAYS thank them for that commitment and let them know that's a great start.
TRUE- this is a great way to offer the 3E's!
Can customers opt out of our automated dialing system?
YES- you can do this on the View Available Phone Numbers screen by updating the Phone Number Info
A customer states, "Don't call my work anymore. I am not allowed any personal calls." What do you do?
(Hint: You have a job aid that should give you guidance on this.)
Clearly note the account
Mark number as DNC
You call the borrower on an account who is showing as a 1 pay. When they pick up, they say, "I took this loan out to help my son. I am not responsible for making the payments." Would you still attempt to collect?
YES- they are the borrower on account!
BONUS- How could you Bridge this?
What's the difference between a hard set and a soft set?
Hard Set- payment set w/ bank acct OR debit card
Soft Set- commitment to pay, but not set up w/ bank acct OR debit
TRUE OR FALSE
A customer will always have a DNC flag if they have phone numbers marked as DNC on the account.
FALSE- this DNC flag is if ALL numbers we have on account are flagged as DNC
BONUS- Where do you go to place a DNC on a phone number?
(Hint: You should have a Cease and Desist and Do Not Call P&P that can give you guidance.)
Section 5.8
Receive verbal or written request from customer
Clearly note account
Send a ServiceNow ticket to have the flag removed
You receive an IB call. The lady says she is John Jones' mother and wants to help her son out on his account. She is looking to make a payment today. Can you release info about the account to her?
NO- they must either be a borr/coborr on the loan or listed as A3P.
You are responsible for checking voicemails left for the night before. You have a customer who has requested a call back from us, but when you navigate to their account, you see they are flagged as C&D. Can we contact them?
NO- C&D flag means we are not allowed to contact customer by any means. Phone, texts, mail, etc.
On an outbound attempt, you have the borrower of the account pick up. They immediately say, "I am done dealing with you guys! Don't call me anymore!" What do you do?
(Hint: you have a job aid to give you guidance)
Apologize to customer
Set C&D flag on account
Inform customer this will stop all calls, texts, emails, etc.
Note account
Bonus: Where do you go to set C&D flag?
You pull up an account to attempt an outbound call. When you view available phone numbers, you see that all the phone numbers are listed in red. Is it okay to still contact the customer?
No- RED MEANS STOP!
(Hint: A3P job aid can give you guidance)
Navigate to Acct Info tab
Select Authorized 3rd Parties
What are some components of an effective closing?
(Hint: Call Model Flowchart can give you guidance)
Thank the customer
Update demos
Recap arrangements/ Create mission
What are some examples of when to use Bridging/Building Confidence statements to the customer?
(Hint: You have a job aid that can give you guidance)
When customers display any kind of emotion- use bridging EVERY TIME
You receive an inbound call from an A3P on an account. The A3P states, "Please remove the primary number you have on the account. It is no longer correct." Can you remove the phone number?
(Hint: A3P job aid can give you guidance)
No- an A3P CANNOT update demographic information
Walk the class step by step on how to update a convenient call time for an account or phone number.
View Available Phone Numbers
Account Convenient Call Times Button
Update based on what customer requests
Note the account
While you are working with a customer, you notice a due date change could be beneficial. Their due date is currently set for the 1st, but they usually pay around the 10th of the month. What are some requirements to ensure they qualify for a due date change?
(Hint: Due Date Change Request Job Aid can give you guidance)
Must be current
Can't be more than 10 days past due
Must not advance due date outside of current month
No more than 15 days in advance of original DD
BONUS: What B function do you use to initiate due date change???
TRUE OR FALSE
You can collect on a flagged DSA account.
(Hint: you have a job aid that can give you guidance)
FALSE- If you see a flagged DSA account, send this to our DSA Special Handling Team!
Bonus: What's the phone number for the DSA Special Handling Team???