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Dino quiz

Transcript

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WELCOME TO the

DINOSAURSQUIZ(CAFS new and Vertset)

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Chastidy, is the user name case sensitive?

yes

No

only for agents

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Chastidy, before we transfer a caller what should we ask?

what is their lenders' name

what payment is needed

what type of loan do they have

Beatrice, what is the corect field to search with a loan number?

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DUNS Number

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Financial Commentment ID

YOU CAN NOT SEARCH WITH THE LOAN NUMBER

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Beatrice, what is the correct website for Vercert registration

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veterans.sba.gov

Lending.sba.gov

veterans.certify.sba.gov

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Jesse, If a caller is receving this error message " Invalid State Code Error" what should they do?

zip code was incorrect they need to find the correct zip code

ensure they used look up zip button before entering in the full address

they can not use that address, becasue it not a house or apartment

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Jesse, when creating a new vertcet password what is one of the requerments we should be aware of

May not be any of the last 24 passwords used

the password can be the users email address

can have the following words and numbers in a row. "Missunshine" or 0007Jamesbond

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Jessica, what should the assurance level be set to before ending a call

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Jessica, if a Veteran has a VETcert protal, do they need to creat and account on lending.sba.gov to view their loan?

No, they use the same information from their vercert account

Yes, they will need to put in all new infromat

No, they can not have a Lending portal and a Vet cert portal

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Lakshmi, you are premitted to use Etrans when searching for a CAFS customer if you can not find them in Security systems?

yes, only if they have their loan number

Yes, only if they tell your their full SSN

No, we should never do this

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Lakshmi, If a Vetcert account is deactivated with the reason of "OGC Suspension" should we reactivate the account?

Yes, this is only saying the account has been inactive for 90 days

No, we should not reactivate this account

Yes, but their need to speak with their lender

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Sheila, if the "Source" Field is blank will this cause an error when a caller is trying to log in?

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NO, It will not cause any issue

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Yes, i will cause issue

No, but they need to reset the password

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Sheila, should we have callers selfservice if they forgot their Vetcert password?

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Yes, But they will need to wait 15 minutes before logging in

Yes, but it will only sedn a 2 factor to their cell phones

No, we should do a password reset for them

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Shanekas, what shoud the county code be if the caller has a Fax number?

007

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Shanekas, when reseting a password for VETcert where would we direct call?

CAWEB.sba.gov

Lending.sba.gov

veterans.certify.sba.gov

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Nicole, what is an accepital password when creating an acocunt? and Why?

Tue$d@yN!ghtfever24!

Rubberbabysboy123!

Tinytotspurplepin1

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warm transfer when wait time is under 3 mins transfer, 1 800-862-8088

Give phone number and cold transfer when wait time is under 3 mins transfer, 1 800-862-8088

Give phone number and warm transfer when wait time is under 3 mins transfer, 1 800-862-8088

Nicole, What is the Vertcet phone number and is this a warm transfer or cold transfer?

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Ahjah, is a 3rd party premitted to creat an account for a Primary account holder?

Yes, if they have all of the information.

No, only the primary account holder can.

Yes, but the primary account holder must be on the phone .

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Ahjah, When should we escalate a Vertcet reactvation?

if the account was deactivated for a non standard reason

If the account was suspended due to non use

if the account has no sorce code

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Denice, if a caller recived a message that their account is "locked after too many attempts" what should we do?

tell the caller to wait 45 mins and try again

have them clear cash and wait 45 mins and try again

verify Identity, activate and unlock the account, have them try again

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Denice, who needs to sign documents that will certify that a business is owned by a Veteran?

only the owner

any and all owners and co-owners

no one has to sign anything

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WRONG

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CONGRATS!