Outbound
Do we ask for a survey on outbound calls?
No
Who is an authorized third party?
Mother, Father, Grandma, Grandpa, Child, Sibling...
Or if there is an approved Power of Attorney, the individual listed. Can be found in ICQ documents.
The bwr did not get their IDR application and the counselor states:
"I am sorry they did that, that is another department"
"..I am sorry that happened, I would be happy to resend the application..."
We want to take ownership and not refer to different departments.
The borrower wants to know why they are paid ahead, where should we be going in CLX?
We should view details in the billing tab & the payments tab to confirm when the Paid Ahead status was applied.
T/F: We should ask the borrower a follow-up question if we do not fully understand their reason for calling.
TRUE: We need to appropriately interpret the reason for the call before trying to find a resolution.
What is the scripting for Mini Miranda?
This communication is an attempt to collect a debt and any information obtained will be used for that purpose
What should we do if a attorney calls in reference to a borrower in Bankruptcy status?
Warm transfer the call to Resolutions
The borrower calls in and is having trouble with the StudentAid.gov website while completing an IDR application. The counselor responds:
"That is not MOHELA. You will have to call them"
We want to offer solutions instead of placing blame or redirecting.
"I am sorry that you are having trouble, I would be happy to prefill an IDR application for you over the phone"
The Auto Debit & Paperless section on the account summary tab have a red N next to them, what loan statuses are considered exceptions to not read these items?
The only exception of not reading these items is if the account status is Paid In Full, defaulted, alleged death, claim paid, bankruptcy etc.
What is a good probing question to ask if the borrower needs the Income Driven Supplemental Income Documentation form?
Are you able to provide proof of your income with a paystub?
What is the scripting for Due Dilligence?
Until your account is current, you may receive delinquent letter or phone calls
We are talking to the borrowers mother. Can we send out a prefilled IDR application?
Yes! However we cannot place the processing forbearance. We cannot change to any traditional plans either. The IDR application needs the borrowers signature.
The borrower called in said they are unemployed. The counselor is going through the call flow and asks the question:
"Are you currently working 30 hours a week or more?"
We don't want to ask questions we already have the answer to. We can always confirm though
"You mentioned that you were unemployed, I want to confirm that is that correct?"
True/False: It is ok to skip the auto note functionality (including promise to pay) in CLX as long as our note includes all of the pertinent information discussed
FALSE, we need to use the efficiency features built into CLX, including PTP
What is a good probing question to ask to determine if we need to go through the call flow when the borrower is past due and answered "no" when we asked if they could make their payment today?
Is your monthly payment of $XX.xx affordable moving forward?
What two things must we advise after we have read our training statement on an outbound delinquent call?
The amount past due and the days past due.
Example "The reason we are calling is because your account reflects 13 days past due in the amount of $200"
Bob calls in and wants to make a payment on his buddy Darryl's account. Can we accept the payment?
We can accept a payment from an unauthorized third party. We cannot disclose ANY account info including the amount due, balance, or status of the loan. The individual would have to provide the amount they want to pay.
The counselor needs to place the borrower on hold and states:
"I need to put you on hold to check on that, I will be right back"
We need to ask permission and preface the amount of time to expect to be held:
"Due you mind if I place you on a brief one to two minute hold while I check on this for you?"
Outbound call, the borrower made a payment, we sent out an application for IBR, and we applied a processing forbearance. The counselor dispositioned the dialer as "IBR/ICR", is this correct?
What is something we can say to try to keep a borrower who answered an outbound call on the phone when they are stating they "dont have time"
"This will only take a few minutes" and if they persist
"Would you like our number to call us back"
What must we do on every delinquent outbound call after we have advised the borrower their days past due and amount past due?
PAYMENT ATTEMPT
"Are you able to make a payment today in the amount of $xx.xx"
It must be a specific amount. We can only skip this if the borrower has ALREADY claimed they are destitute.
If we are making an outbound call and the person answering the phone states they are the spouse, what can they verify in order to discuss the account? Would we still have to read Mini Miranda if the account is past due?
They can verify the full address and a complete phone number other than the one we dialed.
We would still have to read Mini Miranda and Due Diligence
The borrower wants to know about PSLF, the counselor states:
"you can get this if you work for the government"
We need to be specific and helpful. OneNote is full of info we can advise.
"To be eligible for Public Service Loan Forgiveness, you must have a Direct Loan and make 120 qualifying payments. Qualifying repayment plans include the IDR plans, the Standard Repayment plan with a maximum 10 year repayment period, and any other Direct Loan repayment plan if payments are at least equal to the monthly payment amount that would be required under the Standard Repayment plan with a 10 year repayment period. Only qualifying payments made after October 1, 2007 will be eligible. You must also be employed full time or working at least 30 hours a week in a qualifying field of employment while making payments. ".....
The borrower called in and is 45 days past due. They are upset because they are attending school full time at University of Missouri. What should we do?
Repay options tab, answer yes to the question " is borrower attending school HT or greater" Check to see if we have audit trail. If not, check PEPS to see if school is eligible. If school is eligible, apply p-forb and advise the bwr to remind registrar to update their NSLDS status.
True/False: We are in the repay options tab going through the call flow and the borrower stated that they just want the Economic Hardship and they know they qualify for it because we gave it to them last year. We can go ahead and skip through IDR's since the borrower got it last year.
False. We must follow the defined order of options, we cannot skip the call flow no matter what the borrower was previously qualified for.