1.
A ________ is a legal statement we are required to say on every call that lets the callers know we are debt collectors.
2.
This disclosure lets the caller know the call is being recorded.
3.
______ the caller confirms you understand what they are calling in about.
4.
We can NEVER _______ on a caller, even if they are using profanity, or threats.
5.
If they are not set up for ____ payments, we must remind them they can set them up at any time so the payment will automatically come out of their account.
6.
After you greet the caller, you must _____ the caller so we can make sure we have the correct account.
7.
After verification, we must make sure the caller is _____ on the account before we can give them any information about the account.
8.
We do not provide the loan number for these loan types.
9.
We can only provide ______ information if the caller is NOT authorized.
10.
If the legal section of the account says BK7DCH, then you would read the ___________ ___ mini-miranda.
11.
We cannot give a mini-miranda to an ________ caller because it could give information about the homeowner's account.
12.
We must read the _______ disclosure if the property is located in the state CA.
13.
We must provide the ____ disclosure if the homeowner has served in the military.
14.
This is the system in collections that we use to update contact information.
15.
We only bring up the web portal to which type of callers?
16.
This is where, at the end of a call, we restate what we did for the caller and ask if they need anything else.
17.
These are industry words that we shouldn't use with callers because it could confuse them.
18.
We need to state the greeting _____ if there is dead air.
19.
If the call drops we must _____ the account in order to ensure that it is recorded that we did not disconnect on the caller.
20.
Our first hold MUST be ____ minutes.
21.
The extended hold is ____ minutes.
22.
When transferring to another department _____ transfers are preferred.
