Annual Compliance Training For Agents - Follow Up Quiz

Setting the policies and procedures for adherence to regulatory requirements in all jurisdictions where a company operates

Monitoring and assessing the company’s compliance with these policies and procedures using a risk-based approach

Review and revise customer’s account standing, override denial decisions, disciple employees that have repeated compliance violations

Both A and B

All of the above

Thank the customer for his prompt action and wait until documents are received

Advise the customer that email is not a secure way to transfer the documents and that he should fax instead, but if the customer insists, you read the required script

Hang up and move to next call while waiting for the documents to be received

Advise the customer that he should password protect the documents before sending

Proceed with the call as normal since RPV was completed

Look at the customer’s account to confirm that he is married and if he is, proceed with the call as normal

Advise the caller that you cannot proceed any further without speaking to the account holder and getting his authorization to speak to her

Advise the caller that written authorization from the account holder is required before you proceed any further

As soon as you receive the application or inquiry

8 am to 9 pm at the company’s local time

8 am to 9 pm at the consumer’s local time

8 am to 8 pm at the consumer’s local time

I only need to get authorization to debit a customer’s account when the customer wants to set up a PTP, not when the customer wants to change the payment date

Payment processors and banks can end their relationship with us if there are too many unauthorized debits

I do not need to send a confirmation email after changing a payment date/amount

The banking information is on the loan agreement and EPIC/Infinity so I do not need to reconfirm the information

Compliance only

Compliance and Directors only

Directors and Managers only

Everyone’s

Immediately on collection calls

After stating the recording advisory on collection calls

After completing RPV on collection calls

Only on outbound collection calls after RPV

True

False

I do not need to confirm the apartment number as part of RPV

I do not need to advise the customer of the 2 business day rule

Customers can have more than one active loan at a time

I need to confirm the customer’s email address prior to sending an email

True

False