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New Hire Practice Test 1

What is located on the Contact tab in Gold Point?
Payment History
Access customer payoff
View Due date changes
Account Notes
Where are payments processed in GoldPoint?
Payoff screen
Collateral screen
EZ Pay screen
What screen is the customers 24 month delinquency history located on?
Contact screen
CIF screen
Reference screen
Delinquent Payment screen
What code is needed to add a note to an account
Passcode
Comment code
Action code
How many Due Date changes are allowed per the lifetime of the account?
1
3
2
Where should customer documents such as written/fax requests and completed Deferment forms be stored?
Print and store in your desk drawer
File Services
On your desktop in the documents folder
What screen is used to update the customers address, phone, email address and employer information?
History screen
CIF screen
Collateral screen
If a customer requests to be placed on the "Do Not Call list, what action should be taken?
Note the account of the customers wishes
Add the call restriction on the Delinquent payment screen.
Add the call restrictions on the CIF screen.
What screen do you use to pull a payoff?
Account Identifiers
Payoff screen
Loan Disclosure History
True or False: Agents can update the customers SSN in Gold Point upon their request
True
False
What department handles repossessions, skip tracing, insurance claims?
Marketing
Credit
Accounting
Recovery
What department handles financial transactions on an account such as payment research and adjustments
Marketing
Credit
Collections
MIS/IT
QA/Training
Accounting
What department handles charged off accounts
Marketing
Credit
MIS/IT
P&L (Profit & Loss)
What are the two types of Repossession?
Voluntary and Involuntary
Abandon and Surrender
What department handles the process of legal action on accounts.
Marketing
Credit
MIS/IT
Legal
What department offers financing on new and used vehicles?
Credit
Marketing
Recovery
TMC
What department sells TMC services to dealers and solicits new dealers?
Marketing
Credit
Collections
MIS/IT
The file room, facilities and administrative team are a part of what group?
MIS/IT
Legal
Support Staff
Recovery
TMC accounts have a fixed repayment schedule?
True
False
What department helps protect the company's financial interests by contacting delinquent customers?
Collections
MIS/IT
Accounting
Support Staff
What department handles computer or telephone issues and set ups?
Marketing
Credit
IT
Recovery
What department offered financing on Furniture?
TCS
TMC
What department handles teaching new hires and & monitoring calls?
Marketing
Credit
QA/Training
Accounting
What programs are available to customers with a hardship?
Personal loans from employees
Deferments & Second Chances
Vehicle giveaways
Waivers of the balance as a courtesy
What departments handle questions concerning non delinquent accounts?
Marketing
Credit
Collections
Customer Service
What is the insurance that is placed on an account when the customer does not provide proof of insurance?
State National
Collateral Protection Insurance (CPI)
Geico Insurance
What system is used to manage calls?
GoldPoint
Alvaria
File Services
Ventanex
_________can not be used on the call center floor. You must use them outside.
Fans
Cell phones
Spillproof cup
Radio
Payoffs should be pulled for ______ days.
15
5
0
10
Name three ways to avoid a Collector having to skip trace an account when it becomes delinquent:
Confirm the customers phone numbers
Verify customer information
Update customer information as needed
All of the above
A Promise to Pay should be documented with what comment code?
PP
$P$
When working a first payment default, we should send the message "pay when you can".
True
False
You should identify third parties that you talk to and document the notes.
True
False
It is to our advantage that the customer files bankruptcy.
True
False
Repossession of collateral is the last resort to resolving a delinquency problem.
True
False
Under the FDCPA, we cannot seek legal action on our customers.
True
False
Email, Calendar and Inbox are located in Microsoft Outlook.
True
False
GoldPoint is our account servicing system.
True
False
It is acceptable to omit or embellish upon the contents of your notes.
True
False
It is ok to call someone's home repeatedly so they will get annoyed and answer the phone.
True
False
You are not allowed to leave account information on machines, voicemail or with third parties.
True
False
When calling out for our shift, it is not necessary to speak with a Supervisor/Manager.
True
False
After three returned bank transactions, an account is marked "No Personal Checks".
True
False
A customer must send a letter to request a cease & desist, verbal notifications are not allowed.
True
False
The company internet should be used for personal and business purposes.
True
False
A customer is allowed two due date changes, if they ask nicely for the second one.
True
False
You should always search your accounts for MI(Manager) and SI(Supervisor) notes to determine if there are instructions on how to manage the account.
True
False
Tidewater is a sub prime finance company.
True
False
You can utilize the "Account Identifier" screen in GoldPoint to identify if the customer is on ACH Recurring.
True
False
Third parties who are not listed on the account can make address changes.
True
False
File Services is our payment processing system.
True
False
ACH recurring needs to be discussed with every call when applicable.
True
False
Letters should be sent on delinquent accounts, once every other month.
True
False
Where can the customer's Employer information be changed in GoldPoint?
Actions/Holds/Events tab
CIF tab
An ACH Recurring can be set up for Daily, Weekly, Bi-weekly, Semi-monthly or Monthly deductions.
True
False
T.C.P.A. Stand for
Telephone Credit Protection Acoount
Telephone Consumer Protection Act
Texas Consumer Private Act
All customers are charged a payment processing fee
True
False
Effective collection tecniques include:
Instilling urgency of payments
Appealing to the customer's moral obligation
Sending appropriate collection letters for the customer's situation
All of the above
F.D.C.P.A. Stands for:
Fair Debt Collection Practices Act
Foreign Diplomatic Ceremony and rotocol Agency
Federal Department of Collection and Protection Agencies
If a customer tells you they have an attorney, you should:
Hang up immediately or we can be sued
Do nothing. Once a customer gets an attorney, we will not pursue further action
Get the name and number of their attorney and the reason our customer has retained his services. Forward information to your Supervisor immediately
The four (PIMA) states that prohibit speaking to a non-debted spouse are:
PA,IA,MI,AR
PA,IA,MA,AL
PA,ID,MO,AK
PA,IA,MD,AL
Please enter your name.
Enter your TCS #
Please select your department
TMC COLLECTIONS
QUALITY/TRAINING/SUPPORT
CUSTOMER SERVICE
Please select your supervisor.
Angie Carter
Billie Saunders
Hope Hall Holbert
Torra Jacobs
Kristie Watson
Lisa Paxson
Leslie Kimball
Shanel Williams
Paige Corin
Theodore McClennan
LeKisha Knight
Daniel Oquendo
Jeannette Arriaga
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