Policy And Procedure Training In June 2013
- 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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