1.
When you search the loan # and receive "Your Search Criteria returned no results", this is a trigger to open a ______ ________.
2.
We tell callers we are opening a _____ in the system and not a claim, so as not to confuse the caller.
3.
If the caller does not have a loan #, what system can you use to find it?
4.
"Did you receive a _______ _______ check with both your name and (BANK NAME) on it?"
5.
Where in the Module do you go to begin the process of opening a new claim?
6.
In step #5, what do you have to click to search & link the new claim to IIM?
7.
In step #6, after linking to IIM we click Creat & __ __ __.
8.
Check the ___ ___ page to determine if the loan type.
9.
If you are speaking with a borrower, you must confirm the contact information under ______ ________ ________.
10.
If you are speaking with a borrower or A3P, you must confirm the _______ __ _______ before collecting any information.
11.
What must you provide whenever a borrower mentions the loss to their home?
12.
Regular mail could take 8-10 ___ days.
13.
To sign a borrower up for the My Insurance Portal,hover over “Consumer Portal” in the top left corner of the Module click on __ __.
14.
In the closing of the call, "Thank you for calling (___ name), I hope you have a good remainder of your day."
15.
"Thank you for calling the ___ ___ Department, my name is John, who do I have the pleasure of speaking with today?"
16.
We provide an ___ statement to reassure the caller that we were listening to them and can help them.
17.
Loss Date goes in the ___ ___ note.
