ACE New Hire Knowledge Check

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ACE onboarding quiz

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Oshuntique

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ACE New Hire Knowledge Check


ACE New Hire Knowledge CheckOnline version ACE onboarding quiz by Oshuntique 1 1. What are the steps for getting an interpreter? a Wait for the caller to request interpreter in writing. b Ask the caller to switch to a language line without verification. c Contact a random translator service without extension information. d Ask the caller if they would like an interpreter to assist in the call. Verify which language the caller needs the interpreter for. Place the caller on hold and contact Language Line at Extension 77000. You may be asked to provide an extension; you can use your supervisor’s extension. Identify the n 2 2. Borrower requests to stop notices what do you do? a Recognize that the borrower, co-borrower, business owner, business co-owner, or power of attorney has the authority to request to stop communication. Since Allied is a third party working on behalf of the lender, it is our responsibility to connect the borrower directly to the lender to make the req b Ask the borrower to remove their request for a later time. c Ignore the request and continue communications. d Transfer to the lender without attempting a warm transfer. 3 3. Where can you find the Lienholder Phone#? a VOW Basic Master List b CAPS c AWS/ACE d ACE 4 4. Where can you find the steps for transferring to a supervisor? a AWS/ACE b CAPS c KB Home Insurance Agency d VOW Basic Master List 5 5. What situations would you need to notify a supervisor? a Routine inquiries only b Critical Escalations, Threats of Violence, and Verbally Abusive Callers c Requests for interpreter services d Only when there is a system outage 6 6. What steps do you take if someone threatens to post on Facebook or Twitter about their experience? a Forward the call to a coworker without supervisor involvement. b Remains calm, de-escalates, and verifies coverage; notify supervisor and memo the loan with what happened on the call. c Ignore the threat and continue the call. d Disconnect immediately without memo. 7 7. What steps do you take if someone threatens to post on Facebook or Twitter about their experience? a End the call abruptly b Remain calm, de-escalate the situation, and verify coverage c Respond with legal threats d Suggest they delete the post to avoid trouble 8 8. How do you respond to a verbally abusive caller? a Attempt to de-escalate, advise they must keep it professional or we will disconnect, notify my supervisor, disconnect if the behavior exists, and memo the loan with what happened on the call. b Transfer to another agent without memo c Ignore and proceed as normal d Return insults with equal hostility 9 9. What are some call phrases you should NOT say in escalated situations? a Requests for the caller's patience b Phrases that apologize for the inconvenience c Avoid responses that sound dismissive, confrontational, or that question the caller's statements d Expressions of empathy and understanding 10 10. What are some call phrases that you should try to use instead? a Ask for the caller to repeat themselves loudly b Always maintain a pleasant, patient tone, apologize for any inconvenience, and focus on what you can do to help. c Use a stern tone to hurry the caller d Blame the caller for the delay 11 11. Where can you find the websites available for verification? a VOW Basic Master List b TRI Pointe Advantage Insurance Services c Pulte Insurance Agency d KB Home Insurance Agency 12 12. What insurance companies are available through lenderdock? a Allied Insurance Agency b State Farm Insurance c GEICO Insurance Agency d D.R. Horton Insurance Agency; KB Home Insurance Agency; Meritage Homes Insurance Agency; Pulte Insurance Agency; Taylor Morrison Insurance Agency; TRI Pointe Advantage Insurance Services; Westwood Insurance Agency 13 13. Farmers Website may require a code to add the Lender and the lienholder. Where can these codes be found? What is the Farmers Lender code for Members First Credit Union? a On the intercom board; code 8888 b It can be found in the farmer's lender code list and the code for Member's First Credit Union is 3477 c In the lender agreement; code 0001 d In the customer’s account notes; code 1234 14 14. How many known Phone #s are available for AAA? Farm Bureau? a 15 numbers for AAA and 25 for Farm Bureau b 20 numbers for AAA and 20 or Farm Bureau c 50 numbers for AAA and 10 for Farm Bureau d 5 numbers for AAA and 5 for Farm Bureau 15 15. What is another name for Axis Insurance? What is another name for Viking Insurance? What does GEICO stand for? What is PGAC? What are two other names used for Safeco? a Axis: AAA, State Farm; Viking: Allstate; GEICO: Government Employees Insurance Company; PGAC: Property Guarantee and Assurance Company; Safeco: Safe and Secure b Axis: Encompass, Northbrook Indemnity, Pembridge, Deerbrook, and National General; Viking: Sentry, Middlesex, Patriot General, Peak Property & Casualty; GEICO: Government Employees Insurance Company; PGAC: Permanent General; Safeco: Liberty County Mutual and American States Preferred 16 16. How many Time Zones are available in the US? a 6 time zones b 5 time zones c 8 time zones d 7 time zones 17 17. What is CAPS used for? a CAPS is a scheduling tool b CAPS is referenced as a tool used to search for lender information c CAPS is a financial accounting system d CAPS is used for recording calls 18 18. Why might a Passmore Lender Issue CPI? a If the borrower/coborrower are excluded on the insurance policy, high deductibles, and the lienholder isn't listed. b Due to a clerical error only c If the policy is fully paid d If the borrower requests it for convenience 19 19. What is required for all calls pertaining to lender 1574 BECU? What must be included in the memo? Where is this information found while working the loan in the moment? a Verify the borrower/coborrower are listed on the policy, confirm if they are excluded drivers, check that the BECU address is PO Box 2170 Carmel, IN 46082, that BECU is listed as lienholder, and memo all this information was verified. All these particulars are found in the lender alerts of the loans b Check only the address; memo only the date c Only verify the policy number; do not memo any details d Memo the call with generic notes without lender alerts 20 20. What queue should I transfer to if you get a 7404 OneMain call? a Customer Care b Technical Help Desk c Lender Support d RMO-CSS-LP 21 21. What type of lender is Santander or Stellantis? a Track Only lenders b Premium lenders c Direct lenders d Credit unions

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ACE New Hire Knowledge Check

Quiz

About this activity

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Download the paper version to play

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ACE New Hire Knowledge CheckOnline version

by Oshuntique

1. What are the steps for getting an interpreter?

2. Borrower requests to stop notices what do you do?

3. Where can you find the Lienholder Phone#?

4. Where can you find the steps for transferring to a supervisor?

5. What situations would you need to notify a supervisor?

6. What steps do you take if someone threatens to post on Facebook or Twitter about their experience?

7. What steps do you take if someone threatens to post on Facebook or Twitter about their experience?

8. How do you respond to a verbally abusive caller?

9. What are some call phrases you should NOT say in escalated situations?

10. What are some call phrases that you should try to use instead?

11. Where can you find the websites available for verification?

12. What insurance companies are available through lenderdock?

13. Farmers Website may require a code to add the Lender and the lienholder. Where can these codes be found? What is the Farmers Lender code for Members First Credit Union?

14. How many known Phone #s are available for AAA? Farm Bureau?

15. What is another name for Axis Insurance? What is another name for Viking Insurance? What does GEICO stand for? What is PGAC? What are two other names used for Safeco?

16. How many Time Zones are available in the US?

17. What is CAPS used for?

18. Why might a Passmore Lender Issue CPI?

19. What is required for all calls pertaining to lender 1574 BECU? What must be included in the memo? Where is this information found while working the loan in the moment?

20. What queue should I transfer to if you get a 7404 OneMain call?

21. What type of lender is Santander or Stellantis?