Borrower Communications Training 2017

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 the caller alleges wrongdoing on the part of our client

B. When the 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. All of the above

8. How should a call be documented?

A. In CaseAware under the "complaints" 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. When a call has been escalated to an attorney

B. When a borrower seeks reinstatement figures

C. When a borrower questions paperwork they've received

D. All borrower calls must be documented regardless of the circumstance

E. All of the above

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