Loan Tracker Navigation Quiz
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Over the last week you have been introduced to the Navigation, usage and behaviors of Loan Tracker.
This quiz is designed to test your knowledge of topics discussed during your attendance of your second week of SLS New Hire Training.
You have been allotted 30 minutes to complete the quiz. Please review each answer prior to submitting as the online quiz will only allow you to submit the answer once and will provide the correct answer following your submission. Unanswered or blank submissions will be marked as incorrect.
WARNING: Timer may show you have X mins, X Read moresecs left. This DOES NOT reflect accurate time when you stop to read Answer Explanation. You will have time at the end of the Quiz to view Explanations for each answer.
This quiz contains True/False, fill in the blank, check all that apply and multiple choice questions.
Enter your First and Last name in the box below (example: John Doe).
- 1.
When you are requesting forms to be sent to a borrower, which tab will you use to create your request?
- A.
Loans
- B.
Contacts
- C.
References
- D.
Previous Information
- E.
Application Tracking
- F.
Skip Tracing
- G.
Letters
- H.
Forms
- I.
Other
- J.
Other Loans
- K.
Documents
Correct Answer
B. ContactsExplanation
Correct Answer: Contacts
Contacts Tab will allow you to create a detailed note. Within this contact note, you are able to request a follow date and follow agent to complete your request.Rate this question:
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- 2.
When requesting an Income-Base Repayment Application form to be mailed to the borrower, what contact code will be used to create your request?
Correct Answer
RQExplanation
Correct Answer: RQ
Repayment Request
To request a written forbearance you will use FQ. For a deferment request, you will use DQ.Rate this question:
- 3.
If there is an incorrect spelling of a borrower's last name, you may edit the borrower's name using the Edit option within the primary field.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Correct Answer: False
In order to correct or update name, the borrower must submit a copy of legal documentation such as the borrower's social security card, marriage license, birth certificate, driver's license or identification card.Rate this question:
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- 4.
When is a Student Loan Specialist required to create an Application?
- A.
Generating standardized notes for call details
- B.
Requesting written documents to be sent to borrower
- C.
After the completion of a verbal forbearance and/or natural cure
- D.
All of the above
Correct Answer
C. After the completion of a verbal forbearance and/or natural cureExplanation
Correct Answer: C
Call Center Student Loan Specialist are ONLY permitted to create Applications within the Application Tracking Tab, once a Verbal Forbearance has successfully been requested and completed with the servicer and when an account has been verified with the servicer that a forbearance, deferment or payment has been applied to the account (Natural Cure) without any assistance from the Student Assistance Center.Rate this question:
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- 5.
(Check all that apply) What information is missing or incomplete to update this telephone number as a "Bad Number?"
- A.
Status Date
- B.
Update "Skip Type" to Wrong Number
- C.
Check "Bad Address"
- D.
Check "Bad Phone #"
Correct Answer
D. Check "Bad Phone #"Explanation
Correct Answer: D
Checked the "Bad Phone #" (for telephone number only) or Check the Bad Cell Phone (for mobile phone only) and include a skip trace note of "Wrong Number."Rate this question:
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- 6.
When creating an application for a Natural Cure, a Follow Up Date is not required.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Correct Answer: True
Natural Cures will be granted the same day by the Student Loan Specialist phone agent and do not require a follow up date. You will place today's date in the "Received" and "Granted" field.Rate this question:
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- 7.
(Type the Field Name as it appears in the image below) Which field needs to be corrected?
Correct Answer
CURED BYExplanation
Correct Answer: Cured By
The Cured By field currently shows "OB-Del" which would indicate that it was cured by an SLS agent.
Because the DHAR has already been applied to the borrower's account by the servicer, this is a "Natural Cure". The Cured By field should be "Servicer" for a Natural Cure.Rate this question:
- 8.
The Status field needs to be corrected. What is the correct status needed for this application?
Correct Answer
Granted
Verified
Granted/Verified
Granted Verified
Verified/Granted
Verified GrantedExplanation
Correct Answer: Granted/Verified
Because phone Student Loan Specialists are required to grant Natural cures, you will select Granted/Verified from the drop down option.Rate this question:
- 9.
What contact code will Louie use to request an Economic Hardship Deferment?
Correct Answer
DQ
dq
Dq
dQExplanation
Correct Answer: DQ
Louie will need to use DQ for a Deferment RequestRate this question:
- 10.
Does Louie need to check the box for Follow Up Completed? Yes or No
Correct Answer
NO
No
noExplanation
Correct Answer:04/15/2013 Louie's notes indicate he received a call and is requesting a form from the Processing Team. The request will be for the same date as the call to ensure Processing will expedite Louie's request.Rate this question:
- 11.
(Check all that apply) Janet needs to add a Reference to Larry's Loan Tracker account. Check the required fields needed to complete the request to add Larry's reference.
- A.
Name
- B.
Address, City, State, Zip
- C.
Phone
- D.
Relation
- E.
Comments
- F.
Confirmed
- G.
Mail Returned
- H.
Bad Phone Number
Correct Answer(s)
A. Name
C. Phone
D. Relation
F. ConfirmedExplanation
Correct Answer: Name, Phone, Relation, Confirmed
When adding or editing a Reference, there are a minimum of 4 requirements.
1) Reference's Name (First and Last)
2) Telephone number
3) Relation to borrower
4) Check "Confirmed" box to verify reference information has been validated.Rate this question:
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- 12.
You need to call the servicer to verify a Natural Cure. The servicer asks you for your school code. What school code will you provide for this account?
Correct Answer(s)
001534080
001534-080
001534 080
001534-08Explanation
Correct Answer: 001534080
Every college is identified by an OPEID (Office of Postsecondary Education Identifier). This OPEID consists for a six digit main campus number and a two digit branch number.Rate this question:
- 13.
Janet will check the "Follow Up Completed" Box in order complete this entry.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Correct Answer: False
An SLS phone agent will never cancel a follow up.Rate this question:
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- 14.
Shirley needs to update Barbara's primary number to 234-567-1375. How will Shirley update this telephone to the primary field?
- A.
Type Directly into primary field
- B.
Click on the Green Arrow for 330-362-0289
- C.
Click on the Green Arrow for 234-567-1375
- D.
Click on the Edit option in the Primary Tab and add 234-567-1375 to phone field
Correct Answer
C. Click on the Green Arrow for 234-567-1375Explanation
Correct Answer: C
When updating an address, telephone number or email to the primary field, you will be required to ensure the address, telephone number or email address is listed with the Skip Tracing Tab. Then select the Green Arrow. This will prompt a message of "Move this phone number to student main phone number?" Select "OK" to accept.Rate this question:
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- 15.
Barry has confirmed and received authorization to call Raquel on her cell phone using the automated dialing system. This entry is complete.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Correct Answer: False
The Cell Phone Authorized box and Phone Confirmed box should be checked.Rate this question:
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- 16.
You successfully completed a verbal forbearance for this borrower with all servicers. How many applications will you create?
Correct Answer
2
two
TWO
TwoExplanation
Correct Answer: Two
There are two servicers currently servicing the borrower's loans. Here the servicer codes are 700191 and 700578. Each Servicer has a FY10. You will generate one application for each servicer you successfully completed a verbal forbearance with and/or for each servicer who contains a Natural Cure.Rate this question:
- 17.
How do you correctly indicate 3303 ATHERTON CANYON DR HOUSTON TX 77014 as a bad address?
- A.
A. Click on Select, then click on "Bad Address"
- B.
B. Click on Edit, then check box "Bad Phone"
- C.
C. Click on the red X button located to the left of 3303 ATHERTON CANYON DR HOUSTON TX 77014
- D.
D. Click on the red X button located to the left of 832-352-4186
- E.
E. Click on the red X button located to the left of [email protected]
Correct Answer
C. C. Click on the red X button located to the left of 3303 ATHERTON CANYON DR HOUSTON TX 77014Explanation
Correct Answer: C
The Red X button will remove and identify the information selected in the primary field as "Bad." Buttons located to the left of each field correspond to the information to its immediate right.Rate this question:
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- 18.
Which tab allows you to view paperwork that has been received by the borrower and uploaded to Loan Tracker?
- A.
Loans
- B.
Contacts
- C.
References
- D.
Application Tracking
- E.
Skip Tracing
- F.
Letters
- G.
Forms
- H.
Other
- I.
Other Loans
- J.
Documents
Correct Answer
J. DocumentsExplanation
The tab that allows you to view paperwork that has been received by the borrower and uploaded to Loan Tracker is the "Documents" tab. This tab provides access to all the relevant documents related to the loan process, allowing you to easily track and manage the paperwork received from the borrower.Rate this question:
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- 19.
(Type the Field Name as it appears in the image below) Paul needs to complete this Contact note. Which field will Paul need to complete?
Correct Answer
PHONE DIALED
Phone Dialed
phone dialedExplanation
Paul needs to complete the "Phone Dialed" field in the Contact note.Rate this question:
- 20.
When the Servicer grants a Verbal Forbearance over phone, the SLS agent should request a form by using contact code FQ in the Contacts tab.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
When the Servicer grants a Verbal Forbearance over the phone, the SLS agent should not request a form by using contact code FQ in the Contacts tab. This means that the statement is false.Rate this question:
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.png "When you are requesting forms to be sent to a borrower, which tab will you use to create your request?"){kind=tracking}
.png "If there is an incorrect spelling of a borrower's last name, you may edit the borrower's name using the Edit option within the primary field.")
.JPG "(Check all that apply)
What information is missing or incomplete to update this telephone number as a \"Bad Number?\"")
.JPG "(Type the Field Name as it appears in the image below)
Which field needs to be corrected?")
.PNG "What contact code will Louie use to request an Economic Hardship Deferment?")
.JPG "Does Louie need to check the box for Follow Up Completed? Yes or No")
.png "Shirley needs to update Barbara's primary number to 234-567-1375. How will Shirley update this telephone to the primary field?")
.JPG "Barry has confirmed and received authorization to call Raquel on her cell phone using the automated dialing system. This entry is complete.")
.JPG "Which tab allows you to view paperwork that has been received by the borrower and uploaded to Loan Tracker?")
.png "(Type the Field Name as it appears in the image below) Paul needs to complete this Contact note. Which field will Paul need to complete?"){kind=tracking}
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