Coach the Call Error

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About this activity

You have a list of current Call Errors, select the correct coaching prompt for each error.

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Diella Norbal (CONT)

United States

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Matching Pairs Coach the Call ErrorOnline version You have a list of current Call Errors, select the correct coaching prompt for each error. by Diella Norbal (CONT) 1 The customer advised that their loan amt was greater than $75,000. Agent advised that the customer should try again in 90 days. 2 The agent verified the applicant and discussed the application, but did not document the call. 3 Customer asks if paying off the loan in one year would mean paying the total contract amount or paying just the principal amount 4 Applicant only provides first name. Agent then verifies their social and date of birth but never confirms applicant's last name. 5 agent advised "in order for me to go ahead and make the changes for you, you would need to E-sign the contract on your end" 6 Payoff Check will be sent in 7-10 business days. 7 The customer says the agent is muffled at the beginning of the call. Once he lets her know he can hear her, Agent did not restate disclosure. 8 Agent told the applicant that their LH will refund any over payments. 9 Agent documented a payoff address in OCLV, however the payoff address was never verified on the call. 10 Agent did not wait 3 business days for past due payment. 11 The agent didn't document the app. Although customer was not fully verified the customer did enter the reference # through the automated system. If a customer was not fully verified you should document in a NOTE Code whatever data points were fully verified. All inbound calls should be documented with ICAO Note Code For past due apps, the date the payment was made would be day zero. Call lender 3 days after The Payoff Address should be verified twice with the lender. Change the customer's payoff amount using the Scenario Calculator in CLO "Can you hear me now?" "This is from Capital One Refinance on a recorded line." Interest is accrued daily. Making a payment larger than the minimum, would reduce the loan balance which would also lower interest as well. Payoff Check will be sent in 7-10 calendar days. "I'm sorry but you'll have to speak to your Lienholder about any refund policies. "I'm sorry but your loan amount would not meet our requirements. I can provide the website in case you want to try again in a few months time." Agent should confirm first and last name before discussing the application.

Matching Pairs

Coach the Call ErrorOnline version

You have a list of current Call Errors, select the correct coaching prompt for each error.

by Diella Norbal (CONT)

The customer advised that their loan amt was greater than $75,000. Agent advised that the customer should try again in 90 days.

The agent verified the applicant and discussed the application, but did not document the call.

Customer asks if paying off the loan in one year would mean paying the total contract amount or paying just the principal amount

Applicant only provides first name. Agent then verifies their social and date of birth but never confirms applicant's last name.

agent advised "in order for me to go ahead and make the changes for you, you would need to E-sign the contract on your end"

Payoff Check will be sent in 7-10 business days.

The customer says the agent is muffled at the beginning of the call. Once he lets her know he can hear her, Agent did not restate disclosure.

Agent told the applicant that their LH will refund any over payments.

Agent documented a payoff address in OCLV, however the payoff address was never verified on the call.

Agent did not wait 3 business days for past due payment.

The agent didn't document the app. Although customer was not fully verified the customer did enter the reference # through the automated system.

If a customer was not fully verified you should document in a NOTE Code whatever data points were fully verified.

All inbound calls should be documented with ICAO Note Code

For past due apps, the date the payment was made would be day zero. Call lender 3 days after

The Payoff Address should be verified twice with the lender.

Change the customer's payoff amount using the Scenario Calculator in CLO

"Can you hear me now?" "This is from Capital One Refinance on a recorded line."

Interest is accrued daily. Making a payment larger than the minimum, would reduce the loan balance which would also lower interest as well.

Payoff Check will be sent in 7-10 calendar days.

"I'm sorry but you'll have to speak to your Lienholder about any refund policies.

"I'm sorry but your loan amount would not meet our requirements. I can provide the website in case you want to try again in a few months time."

Agent should confirm first and last name before discussing the application.

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Coach the Call Error

Matching Pairs

About this activity

Created by

Download the paper version to play

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Coach the Call ErrorOnline version

by Diella Norbal (CONT)

The customer advised that their loan amt was greater than $75,000. Agent advised that the customer should try again in 90 days.

The agent verified the applicant and discussed the application, but did not document the call.

Customer asks if paying off the loan in one year would mean paying the total contract amount or paying just the principal amount

Applicant only provides first name. Agent then verifies their social and date of birth but never confirms applicant's last name.

agent advised "in order for me to go ahead and make the changes for you, you would need to E-sign the contract on your end"

Payoff Check will be sent in 7-10 business days.

The customer says the agent is muffled at the beginning of the call. Once he lets her know he can hear her, Agent did not restate disclosure.

Agent told the applicant that their LH will refund any over payments.

Agent documented a payoff address in OCLV, however the payoff address was never verified on the call.

Agent did not wait 3 business days for past due payment.

The agent didn't document the app. Although customer was not fully verified the customer did enter the reference # through the automated system.

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