Call Flow Knowledge Check

What is an example of Primary Authentication?

• VIN

• SSN

• Date of Birth

• Email

Which of the following is not correct when servicing Unauthenticated Accounts?

• Transfer to Onshore

• Authenticate

• Notify manager

• Warm Transfer

This call may be ____________________.

• monitored.

• recorded for quality purposes.

• monitored for training purposes.

• monitored or recorded.

What does the second E stand for in EVFE?

• Experience

• Exploiting

• Example

• Exploitation

Which state is not included on CPS?

• CA

• NC

• NV

• LA

Which letter is not bolded in the Cellphone Consent?

• call

• using

• cell phone

• loan

Which of the following is not considered as authorized third party for account maintenance?

• AIF

• EOE

• TPA listed on iTop

• POA

When handling a call, which is not part of LESONS?

• Listen

• Sympathize

• Options

• Sincerity

When servicing an account on REPOSSESSION status, Repo-on-hook, where do you transfer the customer?

• R&R

• Repo Admin

• RCH

• CAT

When leaving voicemails, which of the following is not needed?

• First Name

• Reason

• Business hours

• Department number