TRUST
We are attentive, review details and ask questions. What TRUST behavior am I?
What is Understand?
The agent read "including any Discover, Capital one credit card"" but needed to read "including any Discover or Capital one credit card." Is this a defect?
What is YES, all disclosures need to be read verbatim.
SRVC-DISCOVER CARDS: 80.001:FAILED TO FETCH DFS CARDS fired. What procedure can I be found in?
What is DLOS Error Message Processing (ACQ): DPL Procedure?
If we have used all of our break, should we VTO?
What is NO?!?!?!?!?!!!!
What happens if you fail to track a PA's dissatisfaction?
What is a Compliance Defect?
We share the why and connect to what is important, what TRUST behavior am I?
What is Tailor?
When PA calls back after CBR's are unfrozen and app is Q525, do we RU and reprocess, or reach out to Expert Chat for a repull?
What is reach out for a repull? The agent received a compliance defect for not following proper procedure.
If Work Number Tool are already displayed in DLOS, can we use those results? Also, what are acceptable results we can use? What procedure am I?
What is YES, we can use the results and it does not need run again, acceptable results-
-Total Pay is greater than $0.
-Employment Status is Active.
-Current As Of: Must be dated between Last 30 days of the application start date and 14 days forward from when tool is run.
*The Work Number Tool PLS/LRS (ACQ): DPL Procedure*
What is the goal for Compliance?
PA mentioned he had been loyal with discover and had paid 3 loans off before and APR we are offering is high. Do we track this?
What is YES? Track the complaint.
We make it easy, we resolve it and we own it! What TRUST behavior am I?
What is Solve?
Do we need to provide our First and/or last name to the PA? What procedure am I?
What is, yes, we at least need to identify with our first name, last name is optional, the procedure is Agent Identification (ALL): DPL Procedure?
Live Check: Do we need to confirm spelling of PAs name and address when updating to live check? What all needs to be relayed to PA when updating to a live check? What procedures did you find your answers?
What is NO, we do not need to verify spelling of name and address. We do need to advise--
What is the goal for Procedural?
What is 95%?
PA mentions "Wow, that is a long invitation number" Should this be tracked?
What is NO?
We display confidence, explain in simple ways and are open with our PA. What TRUST behavior am I?
What is Transparent?
Agent failed to ask PA if they received an invitation before starting the prequalification process. Is this a compliance defect? And why?
What is YES, this is a compliance defect because by providing the invitation number that is based on a defined criteria, it may result in a more favorable annual percentage rate.
What all needs to be asked when adding and authorized third party? What all needs communicated PA and ATP? What procedure did you find your answer?
What is
Verify with applicant full name of the ATP and duration of permission:
Advise applicant of ALL the following:
What is the goal for CSU?
What is 75%?
The PA stated she only wanted 2k, borrowing more than what she needs got her in the situation she is already in and was just wondering if she could knock it down to a lower loan amount, after advising the minimum amount you can request for a loan, PA's response "Okay, I guess give me the loan and I will have to pay it, even though I do not need that much." Should this be tracked as a complaint?
What is NO, this should not be filed as a complaint?
We lead with our personality, show we care and provide reassurance. What TRUST behavior am I?
What is Relate?
Do we need to mention that Auto Pay is a free and optional service?
What is YES, if not it could result in a compliance defect?
If a B03 calls in and we do not provide an offer nor did they mention seeing one online, but DLOS memo shows "Offer available to applicant online" before changing the loan amount do we need to state, "By changing the loan amount, it could result in a change in the term or decision, if the decision comes back declined, it would be the final decision"? What procedure can this talking point be found?
What is YES, the talking point must be relayed to the PA even though they did not mention seeing an offer, nor did you provide an offer, due to DLOS memo showing the offer was presented to PA online. **Offering Rates and Terms PLS (ACQ): DPL Job Aid**
What is the goal for Adherence?
What is 83%?
PA stated "Yeah but why is that in there? Why would you put that in there if you can't pay your discover card or your capital one, and you're saying once I get it in my hand do with it what I want. So, I am not interested. Scary kind of saying one thing and then doing something else so I wanted to decline." How should we track this complaint?
What is Escalated UDAAP Complaint?