Deferral's
True of False:
Only the next installment payment can be deferred?
True
If a payment is late 1 - 119 days, what status would the account be in?
Past Due
What is the fee charged to a customer when they make a draw request?
Cash Advance Fee
Calls can come in two different ways. Depending on how the calls comes in, there are questions you may need to ask. What are the two types of calls?
Secured / Authenticated
and
Not Secured / Not Authenticated
What system is used to send out an EBS link
Decision Logic
What is the maximum number of deferrals a customer can request?
Monthly and Bi-weekly (semi-monthly)
1x/6 months
Bi-weekly or semi-monthly customers 2x/6 months
If there are activity notes left from the Loan Processing Team prior to loan approval, what status is the loan in?
Loan Processing
What is the minimum line of a Credit (Cash) Advance for LOC?
$50
Name at least two things that should be verified on all calls.
Name (First and last)
If an account is in LP status and the cx calls to notify all required documents have been submitted, where do we promote the account to the lp team?
NetCredit Queue
Can a past payment be deferred?
No, dates cannot be in the past
If NetCredit attempted to issue the loan, but the bank account could not process the funds using the account information provided, what status is the loan in?
Funding Failed
What takes the place of the interest on an LOC?
10% monthly balance fee
Tru or False: If a cx calls in and their account is in Past Due status, we tell them to hold on and transfer to Collections
False - Read the mini-miranda then transfer to the correct collections team
What system is used to verify a customers identity?
LexisNexis
Name at least one reason why a customer could not get a deferral at this time?
They have already used the deferrals they had availably to them within the time frame.
The date of the payment might be in the past.
What does it mean when a loan status is current?
Loan is issued / still has an outstanding balance. Payment has been made on time or not yet over due.
How many days after submitting a cash advance request does the cx have to rescind the request?
2 days
If a customer does not speak English and calls in with a translator, can we assist them?
Yes - as long as you verify the call
If a cx calls in with a 3rd party and would like to submit a payment with the 3rd party's debit card, can the transaction be submitted through Portal?
Yes - One-off Debit Card
What is the email number that we send out after deferring a payment?
507b - Payment Deferral
Name at least 3 statuses an application can be in:
Issued
Current
Funding Failed
Past Due
Called Due
How many days in advance does a cx need to call to use a Skip-a Pay?
at least 3 days in advance
True or False: When a call comes in Authenticated, but there is no one on the line after opening, you do not need to notate the account.
False - notes are required. Case type - CS, Activity Type - Disconnected
Where in Portal can you update a customers repayment schedule on an LOC?
Account Details page
Employment Information
(update new pay dates and check the Update repayment schedule for LOC)