CALL OPENING
“Good morning/afternoon, may I speak with [insert customer's name]?”
thank you”, “ok”, “alright”, “very well”, “correct”, “excellent”, “great”
o Customer provided proof on income: January & February bank statements o Applicant commitment to visit (appointment) time and date
What are the three documents requirement (applicable to new applications only) when customer is interested in applying (4.2 PEZ Guide)
Valid Government issued ID, Proof of income, and proof of address.
Client’s Identity: The agent must properly authenticate customer’s identity what information do you need to collect from the client.
Date of Birth (DOB) mm/dd/yyyy Complete Mailing Address (as shown in SIP/Zeus) include: street number, directional (N, S, E, W), street name, street type, apt number.
Give an example of an outbound marketing call, someone other than person we are trying to reach
“Please let them know that I am following up to inform them about our affordable, credit building loans. If they are interested, they may reach us at 1-877-843-0066 (repeat phone number 2x). Thank you and have a great day."
customer as . ___/___[client name] throughout the call. Even if you know the customer, you are representing Oportun, not yourself.
Call Wrap Up Further Assistance. Agent must ask the customer if they have any questions and/or offer further assistance before completing the call. Give an example of the script.
“Is there anything else that I can help you with today?”
Call Disposition. Agent must use the correct/most appropriate disposition as a result of the call in PEZ:
What are the dispositions listed in PEZ name 5.Retail Dispositions include: Appointment Made, Call Later, Client hang up Client call back, Do Not Call, Not Interested, Interested Not Ready, App Started, No answer, Number Disconnected, VM, Wrong Number, Existing App
What is the Call Monitoring Disclosure?
"This call will be monitored or recorded for quality purposes"
Outbound Marketing Call Example when the Customer Answers the Phone:
“Hello [insert prospect name], my name is [insert your name] calling from Oportun. I’m calling to follow up on some important information but before I continue please know that this call will be monitored or recorded for quality and training purposes. How are you today?”
Inform the customer you will need to transfer them to Customer Service to connect them to a non-recorded line.