Call Center Workflow Quiz

When should a 1098E Request Workflow be created?

• When a borrower requests a copy of the 1098E Tax form.

• When an account needs to be updated with the borrower's address or name.

• When borrowers need changes to the 1098E document such as their address or name.

• When the borrower wants to update their address or name.

When should a Benefit Processing Workflow be used?

• When adjustments are needed to an existing benefit.

• When a current benefit needs to be revoked or deleted.

• When a borrower requests for a benefit and forms have been received.

• All of the above.

Who should a Benefit Processing Workflow be assigned to?

• The cosigner of the loan.

• The supervisor or manager.

• The processor will get it from the queue.

• The borrower requesting the benefit.

When should a Cash Processing Workflow be created?

• All of the above.

• When a borrower requests a payment refund or overpayment.

• When a borrower has a general payment inquiry or missing payment.

• When a payment needs to be reallocated or applied to multiple accounts.

What should always be provided for payment research and borrower-requested refund requests?

• Proof of payment

• All of the above

• Bank account

• Bank name

When should a Complaint/Dispute Management Workflow be used?

• When a borrower expresses dissatisfaction with the client's services.

• When a borrower lodges a complaint against UAS.

• All of the above.

• When a borrower disagrees with certain information on their account.

Who should a Complaint Task be assigned to?

• The borrower's attorney

• Andrew Nowakowski

• The borrower or co-borrower

• The respective supervisor

To whom should a Dispute Task be assigned?

• Andrew Nowakowski

• The respective supervisor

• Charlene Drummond

• The processor will get it from the queue

When should a Credit Bureau Reporting Workflow be created?

• All of the above.

• When the account credit reporting needs to be reviewed.

• When the borrower disputes the credit reporting on the loan.

• When a correction to the reporting is needed.

Who should a Credit Bureau Reporting Workflow be assigned to?

• Charlene Drummond

• Andrew Nowakowski

• The respective supervisor

• The processor will get it from the queue