Strengths:
- Alaina asks questions to understand what the third party is looking to do, prior to foreshadowing the hold time in order to take a deeper look.
- At 5:40, Alaina makes a good decision to "rewind" and try to gain a better understanding of the situation by asking some clarifying questions.
Opportunities:
- Verify email prior to sending document. At the end of the call., Alaina advises the third party that she will email her the documentation. However, she has not asked the third party for her email address. It is important that we verify this information so that we can set proper expectations. (What if the authorization comes from a team member or the third party? In this case, we would not have her direct email address to provide to our doc request team.) …show more content…
At the end of the call, Alaina tells the third party that she will recieve the documentation that was requested "by this time tomorrow." This needed to be expanded upon in order to account for the time it takes for the third party to get the authorization to Alaina. For example: You should expect to see that in your email 24 business hours from the time I recieve that authorization from you."
Please note: It has been 24 hours since the time of this call and no authorization has been uploaded, nor has the document been sent by the docs team.
-Properly noted/coded. Alaina codes this loan as Submitted to Doc Team. Consider coding with what was discussed on the call, for reporting purposes. For example: Case Transfer/Appraisal Release > Needs Appraisal.
- Proper grammar/language/word choice. (1:38) Alaina tells the third party "huh, that's weird." We want to avoid using verbiage like this, as it can set off unnecessary alarms for the client. Try acknowledging with: Alright, I See,
- Alaina asks questions to understand what the third party is looking to do, prior to foreshadowing the hold time in order to take a deeper look.
- At 5:40, Alaina makes a good decision to "rewind" and try to gain a better understanding of the situation by asking some clarifying questions.
Opportunities:
- Verify email prior to sending document. At the end of the call., Alaina advises the third party that she will email her the documentation. However, she has not asked the third party for her email address. It is important that we verify this information so that we can set proper expectations. (What if the authorization comes from a team member or the third party? In this case, we would not have her direct email address to provide to our doc request team.) …show more content…
At the end of the call, Alaina tells the third party that she will recieve the documentation that was requested "by this time tomorrow." This needed to be expanded upon in order to account for the time it takes for the third party to get the authorization to Alaina. For example: You should expect to see that in your email 24 business hours from the time I recieve that authorization from you."
Please note: It has been 24 hours since the time of this call and no authorization has been uploaded, nor has the document been sent by the docs team.
-Properly noted/coded. Alaina codes this loan as Submitted to Doc Team. Consider coding with what was discussed on the call, for reporting purposes. For example: Case Transfer/Appraisal Release > Needs Appraisal.
- Proper grammar/language/word choice. (1:38) Alaina tells the third party "huh, that's weird." We want to avoid using verbiage like this, as it can set off unnecessary alarms for the client. Try acknowledging with: Alright, I See,