| Digital Features Picture Show | QA gurl A | PPP Declines and you | NPS and Hogan's Heroes | Can't spell Team without Tea |
|---|---|---|---|---|
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What is Access Code?
This ATM/Debit card feature is being retired
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What is the phone number?
This needs to be offered to a customer before cold transferring
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What are:
Unable to verify business, business phone number, and/or business ownership • Documents required to substantiate the requested loan amount were not provided • Demand Deposit Account (DDA) provided did not meet eligibility requirements • Documents submitted for a Second Draw PPP Loan (or 2nd PPP loan) are insufficient to support at least a 25% reduction in gross receipts matching both the relevant time periods you selected on your application. • Unable to validate the PPP First Draw SBA Loan Number associated with your initial PPP loan provided on your application. If you feel this needs correction, please verify your PPP First Draw SBA Loan Number with the lender who provided your First Draw PPP Loan. Please note your PPP First Draw SBA Loan Number may differ from your lender’s PPP loan account number. ?
These are the top 5 decline reasons (Only need 3 of 5)
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What is a Warm Greeting?
This NPS Enhancement is done at the very beginning of your call
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Who is Howard?
This banker is really good at shooting 8ball pool
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What is The Snyder Cut of Justice League?
This dumpster fire of an upcoming "movie" is coming to HBOMax, sadly.
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What is Call Recording Script?
This needs to be read FIRST when a third party joins the line
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What is False?
Customers can reapply with this decline reason: Unable to verify business, business phone number, or business ownership.
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What is LOAN screen 0112?
This screen is where you access the payoff quote for a loan in Hogan
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Who is Kaevin?
This banker would prefer a home in the woods instead of the city
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What is Digital Wallet?
This Digital Solution allows customers to pay for transactions without their physical card
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What is: First response:
"Calls are recorded due to company policy." If the customer requests more information, proceed to the second response below. Second response (if needed) Only provide the second response if the customer requests additional information after receiving the first response above. "The recording may be used for various reasons, including but not limited to training purposes and quality assurance purposes." ?
This is what you say to a customer that asks why a call is being recorded
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What is True?
Customers can reapply with this decline reason: Documents required to substantiate the requested loan amount were not provided.
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What is a Strong Closing?
This NPS Enhancement is done at the end of your call
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Who is Carla?
This banker's favorite singers are Amy Winehouse and Jill Scott
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What is Alerts?
This Digital Solution can be used to tell a customer that their balance is low.
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What is Third Part Script?
This needs to be read SECOND when a third party joins the line
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What is False?
Customers can reapply with this decline reason: Business entity does not meet the product eligibility requirements of the SBA.
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What is LOAN screen 0101?
When authenticating a loan customer in Hogan, this screen will show the last four of the customer's TIN
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Who is Alesia?
This banker watches Flavor of Love reruns
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What is Mobile Deposit?
This Digital Solution allows customers to not have to go to a branch or ATM to put a check into their account
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What is Advise the customer that they will be transferred to a line that is not being monitored or recorded.
Escalate the call to a leader or manager that is on a non-recorded line. ?
This is what you do if a customer doesn't want to have their call recorded
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What is True?
Customers can reapply with this decline reason: Owner or applicant is less than age of majority.
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What is AHT Management?
This NPS Enhancement is all about being efficient
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Who is Alleyah?
This banker graduated SFC in their military high school
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