Call Opening & Closing
This is required to be restated when a call comes in pre-verified.
What is restating the loan number?
This must be done before using a customer’s first name.
What is asking permission?
This script must be read verbatim when the mailing address is in California, and must never be stated to unauthorized third parties.
What is the CA Script?
These are two acceptable sources for verifying a borrower’s identity.
What are last four of SSN and mailing/property address?
This is the maximum amount of dead airtime allowed for agents.
What is 30 seconds?
These three elements must be completed before ending or transferring a call.
What are recap, offer assistance, and thank the customer?
The consequence of hanging up on a customer.
What is termination?
This comment code must be used when a customer has limited English proficiency.
What is the CLI Translation Servicer comment code?
This disclosure must be stated verbatim after account verification and again if multiple accounts are discussed during the same call.
What is the Mini Miranda (MM)?
This type of transfer must be done when the call is being handed off to escalations or another department.
What is a warm transfer?
This is the correct way to acknowledge a customer’s name when they say it during the opening.
What is restating the name upon first engagement?
This must follow any interruption of a customer, even if the agent is regaining control of the call.
What is an apology?
This must be done before the end of each call.
What is getting through the full script before the call ends?
This must be done before accessing a customer’s online account.
What is asking permission to impersonate the customer?
This action must be taken when a customer expresses dissatisfaction with a process, policy, or account handling—even if the issue seems minor.
What is filing a complaint?
This disclosure must be stated on all calls, including when a new party joins or background voices mention the account.
What is the CMD (Call Monitoring Disclosure)?
This type of language can result in a QA deduction if used excessively.
What is slang or casual engagement?
This must be documented when speaking with a third party and/or third party company.
What is the full name and/or company name?
This must be done when a new party joins the line.
What is restating the CMD and MM (mini miranda)?
These two actions must be taken before placing a customer on hold.
What are asking permission and providing a reason?
These three consents must be asked in three separate questions.
What is Prior Consent, Consent To Call via Auto dialer and Consent to text?
This is required when a customer shares a hardship or loss.
What is expressing empathy?
This scripting error results in an FDCPA violation and automatic fail.
What is stating the BK MM to a non-BK customer?
This is the consequence of releasing info to an unauthorized third parties.
What is a QA fail?
This is the required when a customer is past due on two accounts.
What is obtaining QRPC?