Compliance/Customer Experience
True or False
Compliance has been added to the note builder template. Both the Compliance Team and agents are expected to use the note builder for reporting purposes.
False - Only the compliance team should use the template
LP
Under what exception can we upsell to a VIP customer who has the no tcpa consent warning (outbound or outbound)
1. Confirm if the customer is VIP
2. Look for the flag: Opt-Out of Marketing Calls
3. If the flag is NOT present, you are able to upsell
(SMS preference has no impact on this)
ACS
What is the ACS closing call details expectation?
1. Offering further assistance
2. Center Availability 24/7
3. Contact number
4. Website
5. Branding Merchant Name
List 1 subjective Red Flag & 1 Factual Red Flag
Factual:
Multiple changes and/or shared PII Data.
Falsified documents.
Credit Reporting Agency (CRA) Alert.
Use of in-house terms.
The verbal customer's voice is different
when conducting employment verification.
For online employment verification,
the work number does not match the
employer listed.
Subjective:
The applicant cannot enunciate his/her
name.
The applicant has a delayed and/or
confused response.
Applicant’s voice does not match age or
gender (e.g. Female calling as a male
applicant).
Suspicious email address.
Net income does not match occupation type.
The $#X Tape is viral, One View has become very beneficial lately, and I was compared to Big Tom when I was younger.
Who is Doug
Compliance
What's wrong here?
New Customer: "Can you tell me my routing and account number on my application? I don't remember what I placed on there"
Agent: "Sure, we haven't gotten there as yet, but, your routing and account number is 59605, and 10097. Is that correct?"
Agents are not allowed to provide any banking information to the customer without having the customer verbally verifying back those data/pieces of information first.
A Silver Cust calls in to process a new loan, last PIF was 2 days ago for $1875, What is expected of the agent to be done before processing the customer a new loan?
The agent is expected to verbally confirm with the customer that the last PIF total has cleared and will not return, if the payment does return they will be responsible for any fees/charges.
When a CS agent is reading off the Payment deferral talk off, What are the four requirements the agent must include?
-Adv the cust that we will not debit their account on the next due date.
-The agent must obtain authorization from the cust for the last payment to be debited(date,amount, ACH from the bank account onfile).
-Agent must confirms the cust agrees to the terms provided with a yes.
-Adv that debits will continue as schedule on their due date with their respective fees per loan agreement.
List the 9 dockets were are currently grading:
Boundaries are non existence to me, filter is no no for me, and I'm allergic to showering on Fridays.
#YardFoul
Who is Pam?
Scenario:
What is the expectation of Building Rapport, and give an Example:
Answers will be to our discretion
List the criteria and expectations for a new customer paid by paper check to be eligible for a loan?
Criteria & Expectation
Criteria: New customer, Pending Application, Paper check
Expectation: Agent are to verify whether the customer has an additional income source that is deposited via direct deposit. If so, the information will be updated accordingly.
Small-Dollar Rule
Accounts will charge off at ____ days past-due from oldest broken due date. Agents are not to secure ______arrangements on accounts flagged consumer rights notice. _______ arrangements are required. No ________ arrangements can be secured if an account is expected to have ______ consecutive returns until CRN is received.
Accounts will charge off at 94 days past-due from oldest broken due date. Agents are not to secure PTP's on accounts flagged consumer rights notice. Firm arrangements are required. No anticipated arrangements can be secured if an account is expected to have two consecutive returns until CRN is received.
On this day (March 1st, 2025), Jasmin confirm the contact card for this client. On this date (July 4th, 2025), Keifer made contact to this same client. What is the expectation regarding the contact card?
Beyond 90 Days, confirm Contact Card information, Update in the Task tab for the next upcoming date.
Calendar watch: 3 months from July 4th
Am I not allowed to go to work socials without permission & Imodium
Who is Jesus
Scenario:
"I know my payment is due next week but I'm still recovering financial from the flood that came last month. Please understand, what are my options?"
What is expected response of the agent to provide?
Agents must ensure to address the soft package (affirming the customer’s feelings, showing empathy), before addressing the hard package (offering assistance)
eg. "I am so sorry to hear about what you are going through , I hope things work out soon. Let me see how I can assist you."
"Like I said"
"As I said before"
"Like I previously mentioned"
Which situations would qualifies a customer for Hardship?
Temporarily off work (3 or more Weeks)
Currently Unemployed (After took out loan)
Returning to work after Temp. leave (3 or More Weeks)
Garnishment/Reduced Salary
Natural Disaster
Other (Consult with TL if otherwise for approval)
List at least 7 out of the 11 fraud tips that agents should remember.
1. Sympathize with the customer about being a victim of fraud.
2. Never share PII information without verifying the customer.
3. Never assume or imply that the account is fraudulent.
4. Never steer the customer towards a fraud claim.
5. Never agree with the customer that the account is fraud.
6. Never confirm by saying, 'Yes, I believe this is a fraud', or that you think this is fraud.
7. Always attempt to complete a bank call and verify the bank account on file; to ensure the bank account belongs to the customer.
8. Should the bank account not belong to the customer, advise the customer to file a police report or FTC affidavit.
9. Never transfer a fraud claim calls to the 000 or CS Dept., unless a trigger word is used.
10. Review accounts for any updates referring to fraud.
11. When in doubt refer to fraud procedures.
A sign is needed for this person when attending Work Functions:
"One Plate per Person"
Who is Dre
There are difference categories of compliances. Match the compliance under the respective categories:
DNC not honored
Military status not confirmed
Not following the BAU Process
Providing banking numbers (Acct & Routing)
Agent originates the loan without the customer's consent
Payment not set as per customer's request
Sharing account information before fully identifying a customer
Not sharing the off-schedule payment Tel Scrip
TCPA No given Consent
Privacy Act Violated
-DNC not honored
-Providing banking numbers (Acct & Routing)
-TCPA No given Consent
Invalid Loan Origination
-Military status not confirmed
-Not following the BAU Process
-Agent originates the loan without the customer's consent
Payment Arrangement Not Set-Up
-Payment not set as per customer's request
-Not sharing the off-schedule payment Tel Scrip
Negative approach
-Sharing account information before fully identifying a customer
When a customer shows reluctance on the loan for wanting a higher amount, what is the agent's expectation?
The agent is expected to reward and perks, in addition, the agent can offer the coupon.
1. A firm payment arrangement set up with a customer
2. "I hope my complaint is submitted, thanks for your assistance"
3. Customer was assisted with any service request
What is Promise to Pay
What is Complaint - RPC
What is Call Serviced
Who is has been single for the longest and needs a partner in their lives
Ma'Joe