Phone skills
Answer the phone
Thank you for calling speedy cash, where it is fast and easy to apply for cash today.
Requirements for loan
All we need is a open active checking account, verifiable income and a verifiable phone number, if title loan clear texas title, verifiable income, verifiable address, valid id
Customer says that they are not able to make a payment.
Ok I understand but you did give you commitment that you would make your payments on or before your due date
What does every drawer need in it.
Applications( Spanish and English), envelopes (both kinds), scissors, calculator, pens, and finger stuff, and stapler at each station along with notepads/sticky notes
Where do you find the payoff balance for a payday loan? Installment loan?
Under the customer loan page and click payoff and tell them that number.
Best way to look up the customer with this and have them verify what
Ask for their phone number and then have them verify name
Requirements for WU
Id sender info or if receiving mcr # to pick up money. If over $3000 need to forms of ID and SSN
Customer calls and says that they made a payment on their account but it is not showing in our system.
Ask them when they made the payment and how they made the payment. Sometimes they will schedule a ACH payment online and it will not show on their side until it is made.
When calling leads what is the requirements and on what calls do we leave VMs
First call within 3 minutes, 2nd call 5 minutes later, 3rd call after5 pm, and 4th call next day
Where do you go to see if you have already printed a barcode
Under F3, and then edit missing, customer documents
When calling for courtesy calls what do we ask
Ask for the person by name and have them verify a piece of info before talking about their losn.
Requirements for MO
Under $500.00 Does not need to be in our system. Overc$500 needs ID and in our system and over $1,000.00 needs SSN
According to Eric what is the most important thing when dealing with the customer.
Your attitude will make or break the transaction.
What is The SRC Transaction Checklist. What is included on this list?
It is what we should be asking each and every customer each time.
How do you re-print a barcode without printing a brand new one.
UnderF3, edit missing, customer docs, click the barcode you want to reprint, click Print barcode, unclick customer # at top of screen, click visitor # at bottom of page and then click F8 print barcode
What are we able to provide over the phone for loan products and what can we not.
Requirements but can not give percentage
Requirements for check cashing
Needs to be in our system, see if we have cashed from the company, if not verify check
Collection call call back how do you explain what we called for.
Yes we were calling because your payment is past due and we are calling to get the payment taken care of.
If a customer is not approved for a loan what do we do with the customer docs. When do we do a Manuel denial.
We keep all documentation ans scan it into their profile. We do a manual denial when the customer denies the loan or we deny the loan but never when the system denies it
Where do we look to see if someone is past due and how much it is to bring the loan current
Look on the RI Screen for how much the are past due.
Role-playing a good and bad call
Role play
In order to issue a Green Dot what does the customer need
They will need to do the pre-register and we will need to make sure that we have a SSN, address ,email and a valid ID on file.
Role play each of the scenarios
Role play
Where do you go to document collection calls
Under the customer account, work RI Screen, and then TARR the transaction
Where do we go to load a PayPal card
From the Hub choose Operational Resources, scroll down to Green Dot section and choose GDN Reloads, and swipe card