RFD
We only use this radio button where a Right Party Contact (RPC) has not been established for RFD
Not confirmed
What type of monetary losses come about for not reading the Mini Miranda?
FDCPA, TCPA, RESPA, ECOA and TILA Job Aid
True or false
when we are speaking to a third party we should confirm their name then provide this call may be recorded.
False
We are speaking to a confirmed SII, Do we need to verify the full name of the client they are calling for?
Yes
Can we use a bank wire for a monthly payment?
Bank wires should not be utilized for monthly or principal reduction payments.
Wiring Instructions Job aid
What should the RFD match?
The timeline of the delinquency
Do you read the Mini Miranda when a new party that's been authorized joins?
Yes
Do we document the clients request to not be recorded?
Yes we document.
How many seconds do you have to provide standard greeting?
The Standard Greeting (recorded or spoken) should be provided within five seconds of the call connecting.
Call Handling Best Practices Job Aid
In what circumstance would we use RFD other and select confirm when speaking to a Unauthorized third party (UTP).
when using a RPC action code
If an authorized third party calls in and the account is reflecting a discharge in bankruptcy do we provide the Mini Miranda?
Yes we are required to provide the Mini Miranda to authorized third parties only.
We have to transfer to a manager since a client stated that they don't want to be recorded, can we document the team managers name?
No, do not document the Team Managers name
A client calls in and states their name is Tim Jones, and we see the name listed as Timothy Jones, can we go straight to verification or do we need to confirm the name in its entirety?
Abbreviated names are acceptable, we can go straight to verification
A client called in and you notice the account is in California. After authentication you noticed that the CA homeowner bill of rights does not populate. Do you read the disclosure?
No you do not need to read the disclosure
A client found out they have Asbestos, due to this they had a huge bill to pay for the safe removal. What is the RFD?
Energy and environment cost
If a client calls in and is authenticated prior to speaking to you via IVR do we provide the Mini Miranda?
Do not provide the Mini Miranda disclosure
We are speaking to another agent with Bank of America are we required to give the call recording disclosure?
No, this does not apply
A client called in and verified their account number and social security through the IVR, what else should we verify?
Nothing there is no requirement for additional verification
A utility company had an unpaid bill on a vacant property. Due to the vacancy the company doesn't know where to send the bill. what is the address for this?
Bank of America
301 E Vanderbilt Way
Suite 350
San Bernardino, CA 92408
Utility Bills on Vacant Properties
For Held for Investment accounts is there a specific national emergency RFD?
No
The Mini Miranda if not read is what type of violation?
FDCPA Violation
Standard Greeting - Mortgage Credit Assistance
A new party joined the line as we are asking for the RFD, we stated thank you for providing that information, also this call may be recorded. Is this an error?
Yes, prior to acknowledging what they said we should read the call recording disclosure.
True or False
For the SII, we can verify with just the street number, city, state, and zip code.
True
We used the wrong call disposition and selected promise to pay confirmed, when we meant to select promise to pay. Is it acceptable to erase the "confirmed" section in comments and arrangements
Do not delete or edit systemic documentation.
Documentation Job Aid