Strengths:
Laura greets the client in a polite and a professional tone.
From here, she does a great job building rapport with the client and sharing humor.
She provides the username on file, disclose to MRQ passwords are not visible on her ends and suggests to login with his information.
She continues to guide the client through the website and on to the To DO Section to access the documents.
She brings the client back into the call to further assist and drops off politely.
Inches:
Verification- The client proactively provided security pieces of ID ( Last 4 SSN, property address) and along with the loan number from the MB, and she requested the DOB which would only be 2 pieces of ID. It's best to obtain additional pieces of ID
Laura greets the client in a polite and a professional tone.
From here, she does a great job building rapport with the client and sharing humor.
She provides the username on file, disclose to MRQ passwords are not visible on her ends and suggests to login with his information.
She continues to guide the client through the website and on to the To DO Section to access the documents.
She brings the client back into the call to further assist and drops off politely.
Inches:
Verification- The client proactively provided security pieces of ID ( Last 4 SSN, property address) and along with the loan number from the MB, and she requested the DOB which would only be 2 pieces of ID. It's best to obtain additional pieces of ID