Required on all inbound & outbound calls where personal borrower information is going to be released.
What is Customer Authentication?
100
For SHOC UW this system type should be used
What is RCO?
100
If you still have a balance at the end of the 10 year draw period, your required payment could increase to include principal and interest for an additional 20 years.
What is the risk for 10 year Draw/20 year repay attribute?
100
"I hear your frustration, please allow me to work with you to help get this completed for you", is an example of
What is Empathy?
100
Recorded line disclosure is required on these calls
Outbound and Transfer calls, calls where another person comes on the line
200
This must be provided prior to discussing, presenting or negotiating any loan terms - including conditional approval or application package disclosures
What is NMLS ID #?
200
This is how an Employee loan is labeled in COTS
What is 0000EMP
200
Regardless of marital status, you may apply for credit in your own name
What is the California State Specific Disclosure?
200
“I should have your file back from UW in the next couple of days." is an example of
What is timeline?
200
For Home Equity the new telephony number for customers
What is 855-JPM-HOME
300
If a customer doesn't want to be recorded, you would transfer them to
What is the appropriate supervisor extension
300
When entering a Resolution Management Evaluation the following 5 Call Purpose options can be entered
What is Inquiry, Follow Up, Transfer, Resolution, and Internal QA Audit?
300
DAILY DOUBLE!!!!!
This fee is not charged for Texas 50 (a)(6) Homestead property?
What is Annual Fee?
300
The amount of time to rescind a loan
What is 72 hours?
300
New ADHOC Tracking for Month of August in COTS
What is MB only collected the street name and/or number when confirming the address (city, state, zip not confirmed)
400
Name four alternate verifiers for inbound authentication
What are:
1. RCO#
2. Current HOI Carrier
3. Current Chase Mortgage #
4. Lead #
5. New Loan #
6. Chase bank account #
7. Chase debit or credit card #
400
Product type mainly used for Home Equity Evaluations
What is HE LINE?
400
Customer must sign documents in this
What is black ink?
400
Pre-Close Section: Payoff- Payoff is not applicable for
What is Purchase Loan?
400
After assisting a customer, agent asks if all their concerns have been addressed, this is an example of
What is Circle Back?
500
This allows employees to authenticate each other by using a randomly generated 6-digit code when calling.
What is Connect Us Code Tool?
500
This number should be used when scoring CD or BSC Sales application calls and CD, Retail, BSC OPS?
What is CLOSR Account number?
500
Mortgage Tax Fee is charged in the following states:
What is OK, AL, TN, NY, FL, MD, GA, KS, MN, VA and Orleans Parrish?
500
The following items must be covered to give credit for ACH
What is
1. Payment Amount
2. First payment/deduction date
3. Deduction date going forward (1st-16th)
4. Confirm account type/routing #/Account #/Name on check
500
It is okay for the agent to release the customer's first name on