Probing Philosophy
Around when did you receive your loan? Was it through a lender or the SBA?
Loan type
This criterion includes providing your name, agent ID and scripted introduction.
"Introduced themselves to the caller"
You fell in love with your captor, wandered his castle & talked to the dinnerware; touch of Stockholm Syndrome?
Belle
The user will be able to view all the information on their account, but will not be able to make any edits to their account or make payments
Read-Only Accounts
This singer from Michigan has sold millions of records and has drawn a lot of attention with her controversial music videos. She hit the charts with songs like "True Blue", "Like a Prayer" and "Vogue". Who is this singer?
Madonna
What URL is showing at the top? What is showing on your screen right now?
Confirming website
Example:
“What website are you currently on? Which platform do you need assistance with? What do you see on your screen? What browser are you using? Are you using a computer or mobile device? … etc.
(Script V7.1, Pg.13 & 34)
"Asked probing questions to fully identify the caller’s issue "
A Lifetime of Isolation will not be solved by a drastic haircut
Rapunzel
This section shows the steps for assisting MySBA users with changing their log in information
MySBA Password Reset
This singer once changed his name to a symbol in the early 1990s. This singer sang such hits as "Purple Rain" and "Kiss". Who is this royal celebrity?
Have you checked your loan closing documents? Are you able to check your email inbox for the information?
Loan number
Agent provided the caller with guidance from approved resources, including the script, newsletters, SBA website and agent resources.
"Adhered to scripted guidance from approved resources "
We really need to talk about your thingamabob hoarding tendencies
Ariel
Caller believes that a loan was taken out fraudulently with their information. What should their next steps be?
Reporting Identity Theft
This British singer's 2011 album "21" and 2008 album "19" won her multiple Grammy Awards. Who is this acclaimed singer?
Adele
What page are you on and what is showing at the top in red? Is it saying anything about a "SSN/ loan number error"?
Error Message
Example:
“Okay (Caller’s Name) is there anything else I can assist you with today?”
<If yes, proceed with researching any additional inquiries.>
“Okay great, how else may I assist you?”
<If no, proceed to scripted call closing.>
“Thank you for calling the Small Business Administration. Have a great day!” (Script V7.1, Pg.10)
"Asked the caller if they have any additional questions prior to ending or transferring the call"
Are you fulfilling your own culinary dreams or in thrall to your father's? Maybe the new ride about you will ease your burden
Tiana
This is what users will see upon logging into MySBA when they have not yet uploaded their risk review documents. Users can click "Skip and Continue" once. However, if the caller doesn't upload their documents, their account will be place into read-only and their access will be limited.
Identity Risk Verification
This singer has had success as a solo artist and with the group The Police. As the lead singer of the Police, he won the Grammy for Song of the Year with the hit "Every Breath You Take" in 1984. Ten years later as a solo artist, he won Grammy award for Best Male Pop Vocal Performance with the song "If I Ever Lose My Faith in You". Who is he?
Sting
Have you reached out to your loan provider for steps to add your SSN to the Loan? Have you already taken the steps to be added as an associate and received confirmation?
SSN/Loan number
Nonprofit/EIN Businesses
Agent is at their computer ready to take incoming calls while in available status.
Agent promptly greets the calls within 10 seconds of the call connecting.
Agents should be logged into ALL accounts they are taking calls for while in available status. (CAFS, DF, RRF, SPPP).
"Demonstrated call readiness"
Diagnosis: Split Personality.
Evidence: Assuming a false identity (& sword theft) to join the military
Mulan
This section lists where to redirect callers with loan or program-specific questions
SBA Loan Providers
This singer was once married to model Heidi Klum. He has scored hit singles with songs like "Crazy" and "Kiss from a Rose". Who is this singer?
Seal