Show:
CLASS/CQS
BA PROGRAMS
POLICY & PROCEDURES
CALL MODEL
FAST PATH SHORTCUTS
100

We sometimes utilize this tab to see who the account manager is for the month on an account.

Event Tracking

100

In place of one regular payment, a ________  is made while extending the loan’s maturity date one month.

Single Deferment

100

A customer is not eligible for a due date change when the account is:

(2 Reasons)

1.Recently Opened & 1st pymt not made

2. On active temp mod

100

What does the acronym WIIFM stand for?

“What’s in it for Me”

100

B66

Change Payment Due Date

200

This tab is used to view payments and other transactions made on accounts.

Tran History

200

This program provides a borrower relief when they are experiencing a hardship by reducing their payment to roughly half of a contractual payment either short term or for the remaining life of the loan.

Loan Modification

200

In 30 seconds, list 5 reasons why you place a DNC on a number:

  • Customer requests no call
  • Not allowed to get calls at work/Doesn’t work there anymore.
  • Incarcerated (not sure of release date or release date beyond 30 days)
  • Hospitalized (not sure of discharge date)
  • Borrower has been placed in a nursing home (permanently)
  • Third Party Wrong #
200

In 30 seconds, list 5 objections from the AET job aid.

  • “I’m driving”
  • “I’m at work”
  • “Nothing has changed since the last time I talked to you.”
  • “I mailed that payment.”
  • “I didn’t receive my statement.”
  • “I won’t pay until you waive my late fees.”
  • “My spouse pays this loan.”
  • “I won’t be able to pay until you lower my interest rate.”
  • “I will make a payment on (another day of the week).”
  • “This account should be paid off.”
  • “I opened this account for someone else.”
200

B27

Delinquent Payment Inquiry

300

This feature works to make sure we are calling borrowers within a timeframe set by them.

Account Convenient Call Times

300

In place of two regular payments, a ________  is made while extending the loan’s maturity date two months.

Double Deferment

300

List the 5 states where the Mini-Miranda is required during the collection call.

CT, GA, IA, NC & NYC

300

In 30 seconds, list 5 RFDs from the Most Common RFDs job aid.


  • Unemployed
  • Medical Expenses
  • Fixed Income
  • Divorce
  • Decrease in Overtime
  • Laid off
  • Overextended
  • Vehicle Repairs
  • Self-employed
300

F04

View E-Sign Documents

400

This feature allows you to view account correspondence, original loan documents etc.

Electronic Loan Folder (ELF)

400

This program adjusts the delinquency status from past due to contractually current, moving any missed payments to the end of the loan.

Reage

400

On outbound collection calls, after the team member confirms they are speaking with a person authorized on the account, the following Monitoring Disclosure must be read:

"This is [Agent's Name] from OneMain calling on a recorded line."

400

 It is important to build confidence while in the process of bridging after obtaining the customer’s RFD. Give an example of what we say to confidently ensure the customer that we may be able to help them.

I’ve been able to help others with similar financial obstacles.

400

L09

Transaction History

500

We utilize this screen for a few reasons, some may include to update a deceased borrower or co-borrower or if we are told the borrower is being represented by an attorney.

Additional Flags

500

With this program, the borrower brings the account current by paying more than the contractual payment amount for one or more payment cycles

Repayment Plan
500

The disclosure that is read when an A3P calls in to make a payment on a borrower’s behalf.

“________________, we appreciate you helping with this payment arrangement, but I need to let you know that, since you are not a signer on this loan, you have no personal obligation to make loan payments.”

500

In 20 seconds, list the 3 mustache questions.


  • “Where are you currently working?”
  • “How often do you get paid?”
  • “When was your last or when is your next pay date?”
500

B376

EZPay Lookup/Payment Tab