Borrower Communications Training 2018

4. Which of the following is NOT a way to authenticate a caller?

A. Date of Birth

B. Social Security Number

C. Loan Number

D. Full Name

5. How many methods of identification are to be used when authenticating a borrower call?

A. One

B. Two

C. Three

D. Ten

6. Which of the following is NOT a way to respond to an irrate caller?

A. Treat the caller with respect

B. Convey to the caller that their issue is important to you

C. Hang-up - you've got better things to do with your day

7. When should you escalate borrower calls to an attorney?

A. When a caller alleges wrongdoing on the part of our client

B. When a caller is exceptionally irrate

C. When media attention or legal action is threatened against S&E, its employees or its client

D. When a borrower indicates a violation of a bankruptcy stay

E. When a borrower asks to speak with an attorney

F. When a borrower indicates protection under SCRA

G. When a borrower indicates protection under SCRA

H. All of the above

8. How should a call be documented?

A. In CaseAware under the "Communications " tab

B. By writing down the information on a legal pad

C. Smoke signals

D. In all client specific systems according to their directives

Both A and D are correct

9. Under what circumstances should borrower calls be documented?

A. ONLY when a call has been escalated to an attorney

B. ONLY when a borrower seeks reinstatement figures

C. ONLY when a borrower questions paperwork they've received

D. All borrower calls must be documented

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