QA
What is the proper QAD disclosure?
"This call is being recorded or monitored for quality assurance purposes"
How should we introduce ourselves?
With our first name or name in Flex and stating the company as well.
What is the IB authorized disclosure?
"Thank you for calling GLS, my name is... I see that you have been pre-authorized in our system"
Can QA affect your bonus?
Yes, 100%.
In what occasions can we update the information in an account?
When the Borrower wants to update their own information. But they cannot update the Co-Borrower's information without their consent. And same in the opposite way.
When should we verify the email address?
When processing payments or when sending an extension only.
Why should we always read the payment disclosure?
To advise the customer which method we are using and for how much we are processing the transaction. And advise of other options they have available to pay.
Can we state any information before proceeding with the regular disclosures?
NOOOOOOOOOOOOOOOOOOOOOOOOOOO
What does "UAI" stands for?
Update account information.
What is the proper Mini Miranda disclosure?
"This is an attempt to collect a depth and any information obtained will be used for that purpose"
What do you get from "Active Listening/Not Interrupting Customer" and why is it important?
The agent should let the customer speak and explain his concern first before speaking to avoid interruptions.
It can be considered disrespectful, not allowing to connect with the customers and avoid having productive conversations. As well, agents can get escalated.
Why is it important to verify the physical address?
To make sure we have the most updated information in case of a repossession.
How do we know that we need to follow the authentication process?
If the account did not pop-up and Flex does not say "Screen pop-up"
How many times can we ask our customers to provide their information, such as address, number, etc, before we can proceed to read the information to get a confirmation?
3 times
How can we fail proper documentation of the account?
We can as well fail Proper documentation if we did not followed the VAI process however, in the note says that we did.
Same with QAD and MM, if the customer interrupted and we were not able to state the disclosures, but adding them on the note.
If we document "BOR" if we are talking to the "Co-Bor" and the opposite way too.
What is QA?
Is a process for determining if a product or service meets certain requirements. QA is used to improve a company's efficiency and credibility, and to increase customer confidence.
How can we authenticate this name: Jorge M Rogers J.
Jorge M Rogers J.
Why is it important to use the correct disposition after every call?
This way we will be able to tell what happened during the call and what was the outcome of it.
How do we properly document an account?
With this template:
OB || BOR || || AUTH || VAI || MM || QAD ||
How can we identify if the account was pre-auth, however Flex did not pop-up?
Flex > Audit > Account Event Audit > All events
What is the difference of Verification and Authentication?
Verification takes 3 steps which's are obtaining the Cx's full name, address and best number to contact.
Authentication takes minimum 2 steps when the account does not pop-up; we can ask the last 4 of SSN, last 6 of VIN number and/or Account number.
What does "Not Respectable Use of Customer Time" mean?
Leaving the customer hanging for over 10 seconds in complete silence and not using the "Hold" option.
What does "verbatim" mean?
In exactly the same words as were used originally.
If we have different RPC's with a customer in a day, can we only verify the account information on the first call?
YES! As long as it was fully verified in the first RPC during the day.
What is the minimum percentage to be meeting expectation for QA?
95%