Policy And Procedure Training In June 2013

21 Questions | Total Attempts: 82

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Policy Quizzes & Trivia

Questions and Answers
  • 1. 
    The incoming mail is under surveillance 24 hours a day 7 days a week until it is delivered to the received party?
    • A. 

      True

    • B. 

      False

  • 2. 
    You must return/respond to all voice mail, email within ________ of receipt.
    • A. 

      3 Days

    • B. 

      2 Days

    • C. 

      4 Days

    • D. 

      1 business day

  • 3. 
    Client emails and correspondence should be addressed immediately
    • A. 

      True

    • B. 

      False

  • 4. 
    How many times a day does Fedex come to our office for Pick Ups?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      0

  • 5. 
    If you are on the phone and you get asked a question and you don’t know the answer. What do you do?
    • A. 

      You answer the question the best you can

    • B. 

      Place the call hold and discuss the answers with a manager or attorney

    • C. 

      Look up the answer on the web

    • D. 

      Tell them that you don’t know the answer and end the call

  • 6. 
    Any time you are speaking with a party, you must notate the file in Blue train.
    • A. 

      True

    • B. 

      False

  • 7. 
    What do you do to confirm that you are speaking to a borrower?
    • A. 

      Confirm their address

    • B. 

      Confirm the last 4 digits of their SSN

    • C. 

      Confirm mother’s maiden name

  • 8. 
    If the borrower calls and states that they hired an Attorney, What do you do? 
    • A. 

      You keep talking to them and give legal advice

    • B. 

      You Stop the call immediately and advise the borrower that their attorney will need to contact us

    • C. 

      Since they are so nice, you answer all of their questions

  • 9. 
    We never disclose the borrower’s SSN to anyone who asks?
    • A. 

      True

    • B. 

      False

  • 10. 
    In order to speak to a 3rd party regarding the borrower and their loan. What document do we need?
    • A. 

      A note from their mother

    • B. 

      Signed authorization from the borrower allowing us to speak that specific person on the phone

    • C. 

      Signed authorization from the borrowers spouse (assuming that the spouse is not on the note).

  • 11. 
    If you are speaking to some who is not the borrower (and we don’t have borrower authorization). What information can you give them?
    • A. 

      Public information only

    • B. 

      Any and all information

    • C. 

      Whatever info that is helpful

  • 12. 
    If you see any irregularities and misappropriate behavior within the firm. Who should you report it to?
    • A. 

      Robert Aronowitz

    • B. 

      Stacey Aronowitz

    • C. 

      Joel Mecklenburg

    • D. 

      All of the above

  • 13. 
    If you are not comfortable communicating with the partners regarding a report of a violation. What should you do?
    • A. 

      Talk to your fellow co-worker

    • B. 

      Put a note in the “Suggestion” box

    • C. 

      Put a note on the community board

  • 14. 
    The information reported to the partners is confidential
    • A. 

      True

    • B. 

      False

  • 15. 
    If a caller is requesting information regarding his/her rights, you advise him/her that “I am not an attorney and I am unable to provide you any legal advice”
    • A. 

      True

    • B. 

      False

  • 16. 
    Who should you not provide legal advice to: (Chose all that may apply)
    • A. 

      Junior Lienholders

    • B. 

      Clients

    • C. 

      Homeowners/ Borrower’s Attorney

    • D. 

      Homeowners Associations

    • E. 

      3rd parties

    • F. 

      None of the above

  • 17. 
    When speaking to a Borrower or a 3rd Party, What is the approved word(s) to say (Chose all that may apply)
    • A. 

      May

    • B. 

      Should

    • C. 

      Can

  • 18. 
    You Can draft a non- mergeable document and file it with the court/public trustee without an attorney approval/signature.
    • A. 

      True

    • B. 

      False

  • 19. 
    When you receive a phone from the borrower, you state the Mini Miranda.
    • A. 

      True

    • B. 

      False

  • 20. 
    To protect the borrower our office redacts the following information. (Chose all that may apply)
    • A. 

      Loan number

    • B. 

      SSN

    • C. 

      MIN numbers

    • D. 

      Names and addresses

  • 21. 
    By the end of each day, where do we put all confidential documents?
    • A. 

      On top of our desk

    • B. 

      Trash can

    • C. 

      Locked shredder

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