Trust Behaviors
Fill in the blank. When opening the call we want to sound n____l and s____e.
Natural Sincere
In Flexible Offer, what do we click on after the PA accepts the first term you offered for 36 months, you memo this, then the PA agrees to move forward with the loan?
Accepted Initial Term
The PA has a birthday coming up. What should we do next?
Acknowledge the birthday
The applicant asks how long loan funding/disbursement will take for a 100% direct pay to creditors. What do we say next?
We will start working on funding once you accept the loan. Creditors and banks may have various processing times. If you haven't received the funds or had them credited to your account(s) after 12 business days, we ask that you contact us for next steps.
Your dog starts barking while on a call. What can you do?
Joke about your dog and ask the pa if they have a dog
The trust behavior that provides low effort solutions that meet the customer's need(s) is?
Solve
CBR Fraud Alert. After viewing the application, in Equifax there is a Fraud Victim Alert with no phone number listed. Take us step by step of what to click on in memo tool.
Fraud
Credit Bureau Fraud
EFX
EFX Alerts: Fraud Victim
Phone number listed? No
In Relate, we are personable and use voice inflection to show what?
engagement
How do we handle this?
Applicant advises they intend to use a DPL to pay a Discover Card account. What is the talk off according to Linkd?
There are limitations on our ability to pay a Discover card account with a Discover Personal Loan. However, we may be able to deposit the money directly into your checking or savings account for your management.
The pa mentions the weather. What would be the best response?
A. Pause and ignore it? B. Keep reading the Disclosures? C. Mention the weather where you are?
C
What Trust behavior is: We are personable and use voice inflection to show engagement
Relate
The PA says no to the Social Security disclosure and doesn't agree. What do we click on in this situation and why is it important?
ECBSV: No To scrub stats and not have it counted against you
While building rapport, should we be asking closed or open ended questions?
Open ended questions
What can we do in this situation?
Applicant asks if they can make changes to their disbursements AND the application is 21 days old or less
The application was processed and reviewed with the current disbursement information.
I would be happy to gather your new disbursement details. Please keep in mind this option may result in additional verification.
According to Mr. Rogers, It's a beautiful day in ..__ _______
The Neighborhood
What are the 5 Trust Behaviors
Understand, Solve, Tailor, Relate, Transparent
What tab takes us to memo and follow the SMU Disposable Income Review Rule?
Development
How can we adjust to the customer's vibe?
Any of the following:
Be personable
Voice inflection and energy
natural and sincere
When the applicant accepts a live check, what are the steps required?
What year did Personal Loans orginally start?
1986
While Solving, the applicant is hesitant, what should we uncover during the hesitation in Solve?
Understand the Why
While taking disbursement information you're confirmed the account numbers twice. What do you click on to confirm this?
Confirmed Twice
When developing the purpose and goal early in the call, what drives us to do this?
To help with any customer hesitation
Applicant asks "Can I deposit this into my business account? What would be the response according to link'd?
Yes. However, if you are not an owner on the account you may see a delay in processing and additional verification may be required.
Toni started in what year with Discover?
A. 1994 B. 2001 C. 1997 D. 759 A.D.
C. 1997