Policy And Procedure Training In June 2013
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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
Correct Answer
A. TrueExplanation
The statement suggests that the incoming mail is continuously monitored until it reaches the intended recipient. This implies that there is a constant watch or observation on the mail to ensure its safety and security. This measure is likely in place to prevent any potential threats or unauthorized access to the mail during the delivery process. Therefore, the answer "True" indicates that the statement accurately describes the surveillance of incoming mail until it is delivered.Rate this question:
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- 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
Correct Answer
D. 1 business dayExplanation
The correct answer is "1 business day" because it indicates the specific time frame within which one should respond to all voice mail and email messages. This means that the person should reply to any received messages within one working day, excluding weekends and holidays.Rate this question:
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- 3.
Client emails and correspondence should be addressed immediately
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Client emails and correspondence should be addressed immediately because timely responses demonstrate professionalism, efficiency, and a commitment to excellent customer service. By addressing client emails promptly, businesses can build trust and maintain positive relationships with their clients. Delayed responses may lead to frustration, decreased satisfaction, and potential loss of business. Therefore, it is crucial to prioritize and promptly address client emails and correspondence to ensure client satisfaction and maintain a positive reputation.Rate this question:
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- 4.
How many times a day does Fedex come to our office for Pick Ups?
- A.
1
- B.
2
- C.
3
- D.
0
Correct Answer
B. 2Explanation
Fedex comes to our office for pick ups twice a day. This means that they visit our office two times in a day to collect packages or shipments.Rate this question:
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- 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
Correct Answer
B. Place the call hold and discuss the answers with a manager or attorneyExplanation
When faced with a question that you don't know the answer to while on the phone, the best course of action is to place the call on hold and consult with a manager or attorney. This allows you to seek guidance from someone who may have the knowledge or expertise to provide a correct response. By doing so, you ensure that you provide accurate information to the caller and maintain professionalism in handling the situation.Rate this question:
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- 6.
Any time you are speaking with a party, you must notate the file in Blue train.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement is true because it states that whenever you are having a conversation with someone, you should make a note of it in Blue train. This implies that there is a system or tool called Blue train which is used for keeping records or notes. Therefore, it is necessary to document any communication with a party in this specific file or system.Rate this question:
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- 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
Correct Answer
B. Confirm the last 4 digits of their SSNExplanation
To confirm that you are speaking to a borrower, you can ask them to confirm the last 4 digits of their Social Security Number (SSN). This is a commonly used method to verify someone's identity as the SSN is a unique identifier assigned to individuals. By confirming the last 4 digits of their SSN, you can ensure that you are speaking to the correct borrower and prevent any unauthorized access to their personal information.Rate this question:
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- 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
Correct Answer
B. You Stop the call immediately and advise the borrower that their attorney will need to contact usExplanation
If the borrower calls and states that they hired an Attorney, the correct action to take is to stop the call immediately and advise the borrower that their attorney will need to contact us. This is because when a borrower hires an attorney, it indicates that they have legal representation and it is important to respect that. By stopping the call and directing them to have their attorney contact us, we ensure that any legal matters or concerns are handled through the appropriate channels and in compliance with legal procedures.Rate this question:
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- 9.
We never disclose the borrower’s SSN to anyone who asks?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement implies that the borrower's Social Security Number (SSN) is not shared with anyone who requests it. This indicates a commitment to protecting the borrower's privacy and ensuring the security of their personal information. By not disclosing the SSN, the borrower's identity and sensitive data are safeguarded, which is a responsible and trustworthy approach.Rate this question:
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- 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).
Correct Answer
B. Signed authorization from the borrower allowing us to speak that specific person on the phoneExplanation
To speak to a third party regarding the borrower and their loan, we need a signed authorization from the borrower giving us permission to speak to that specific person on the phone. This document is necessary to ensure that we have legal consent from the borrower to disclose their personal and financial information to a third party. Without this authorization, we cannot share any confidential details about the borrower's loan with another person.Rate this question:
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- 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
Correct Answer
A. Public information onlyExplanation
When speaking to someone who is not the borrower and without borrower authorization, you can only provide public information. This means that you can share any information that is publicly available and does not violate any privacy or confidentiality laws. Any confidential or sensitive information cannot be shared without proper authorization from the borrower.Rate this question:
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- 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
Correct Answer
D. All of the aboveExplanation
All of the above is the correct answer because if you see any irregularities and misappropriate behavior within the firm, it is important to report it to the appropriate authorities. Robert Aronowitz, Stacey Aronowitz, and Joel Mecklenburg are all mentioned as options, indicating that any of them can be approached for reporting such issues. It is crucial to address these concerns to ensure a safe and ethical work environment.Rate this question:
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- 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
Correct Answer
B. Put a note in the “Suggestion” boxExplanation
If you are not comfortable communicating with the partners regarding a report of a violation, putting a note in the "Suggestion" box is a suitable alternative. This allows you to anonymously report the violation without directly confronting or communicating with the partners. It ensures that your concerns are still addressed and brought to the attention of the appropriate individuals.Rate this question:
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- 14.
The information reported to the partners is confidential
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement "The information reported to the partners is confidential" implies that the information shared with the partners is intended to be kept private and not disclosed to others. This suggests that there is an expectation of trust and confidentiality among the partners, indicating that the answer is true.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
The correct answer is true because as a non-attorney, you are not qualified to provide legal advice. It is important to inform the caller of this limitation and direct them to seek advice from a legal professional who can provide accurate and reliable information regarding their rights.Rate this question:
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- 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
Correct Answer(s)
A. Junior Lienholders
B. Clients
C. Homeowners/ Borrower’s Attorney
D. Homeowners Associations
E. 3rd partiesExplanation
As a general rule, legal advice should not be provided to anyone who is not your client or who does not have a legitimate attorney-client relationship with you. This includes junior lienholders, homeowners/borrower's attorney, homeowners associations, and third parties. Providing legal advice to non-clients can create ethical and professional conflicts, as well as potential liability issues. Therefore, the correct answer is all of the above options.Rate this question:
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- 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
Correct Answer(s)
A. May
C. CanExplanation
The approved words to say when speaking to a Borrower or a 3rd Party are "May" and "Can." These words indicate permission or ability to do something.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
Filing a non-mergeable document with the court or public trustee without attorney approval or signature is not allowed. Legal documents typically require the expertise and authorization of an attorney to ensure accuracy and compliance with the law. Attempting to file such a document without proper legal guidance can result in rejection by the court or trustee. Therefore, the statement is false.Rate this question:
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- 19.
When you receive a phone from the borrower, you state the Mini Miranda.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The Mini Miranda refers to a statement that debt collectors are required to provide when they contact a borrower over the phone. By stating the Mini Miranda, the debt collector informs the borrower that they are calling to collect a debt and that any information obtained will be used for that purpose. Therefore, when you receive a phone from the borrower, stating the Mini Miranda is a necessary step to comply with legal requirements.Rate this question:
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- 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
Correct Answer(s)
A. Loan number
B. SSN
C. MIN numbersExplanation
The correct answer is Loan number, SSN, and MIN numbers. This information is redacted to protect the borrower's privacy and prevent any unauthorized access or misuse of sensitive personal information. Loan number, SSN, and MIN numbers are all crucial identifiers that can be used to access or manipulate a borrower's account or personal data. By redacting this information, the office ensures that only authorized individuals have access to it, reducing the risk of identity theft or fraud.Rate this question:
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- 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
Correct Answer
C. Locked shredderExplanation
At the end of each day, we put all confidential documents in a locked shredder to ensure their secure disposal. This prevents unauthorized access to sensitive information and reduces the risk of information leakage or identity theft. Placing them on top of our desk or in the trash can would compromise the confidentiality of the documents and make them easily accessible to others.Rate this question:
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Current Version
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Feb 06, 2024Quiz Edited by
ProProfs Editorial Team -
Jun 24, 2013Quiz Created by
Amlawco
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