What is False! The first step is to greet the caller.

For an inbound call, the first step is to identify the caller? (True/False)

What is FALSE!!! Don't hang up on 'em. Explain that it is a personal matter and that you will call back later! :)

If you make an outbound call to a Borrower in Oregon and a 3rd party answers and states the Borrower is not available and INSISTS in knowing who is calling, you should simply hang up. True or False

What is Explain that it is a personal matter and that you will call back later.

What should you do if you make an outbound call to a Borrower in Oregon and a 3rd party answers and states the Borrower is not available. The 3rd party insists in knowing who is calling?

What is All months have 28 days!

2.In a year, some months have 30 days, while some have 31. Guess, which month has 28 days?

What is FTC

Which federal agency receives FDCPA complaints?

What is No. It must be between 8 am and 9 am in the Borrower's time zone.

Can you call a Borrower at 11:00 pm in their time zone?

What is Greet Caller

For an Inbound call, what should you do next?

What is Garfield will take the detour, as he has no other way to go!

Garfield is walking on a road and suddenly the road detours. What would Garfield do?

What is 1, 2, 4

An example of a harrassing call is: 1. Demeaning sarcasm 2. Calling back repeatedly 3. Indicating you have atitle that don't actually hold 4. Name Calling

What is Telling a Borrower you hold a title that you really don't and Telling a 3rd party that you must immediately speak to the Borrower about an emergency.

What are examples of threats?

What is No. You should say "IBM Lender Business Process Services is the servicer and debt collector for your mortgage."

Is this the best representation of the Mini Miranda?: "My name is "name" and I am calling to collect the debt on your loan"

What is Fifty? Well no! It's Larry! (Larry is the fifth son).

Larry's father has five sons named Ten, Twenty, Thirty, Forty...Guess what would be the name of the fifth?

What is False. Texas, Iowa, New Hampshire, South Carolina do!

Iowa, Texas, Vermont, and New Hampshire all require authorization before we can talk to a non-obligor spouse. (True or False)

What is False. You can in Idaho.

True or False. You can talk to a non-obligor spouse about an account without verbal or written authorization in Texas?

What is Neither. You are not allowed to leave a message.

If you've reached a 3rd party, which message is appropriate to leave? 1. Mr. or Mrs. "X" should acll as soon as possible at (Phone #) or 2. Please have Mr. "X" call us as soon as possible at ....(ph #)

What is Stairs!

What goes up and down, but still remains in the same place?

What is 3. Remove the work number from screen 8

True or False...You make an outbound call to a Borrower's work number. The answering administrator states that your Borrower cannot receive calls at work. What do you do? 1. You request to leave a message 2. You hang up and call back later 3. Remove the work number from screen 8

What is Since records show we have a bad address, you can take the information.

A Borrower's (non-obligor) spouse calls from Nevada and requests to make a change to the mailing address. What do you do?

What is None! If you do not believe, try writing down all numbers in words, you won't find the letter 'A' in any of them.

Name all the numbers from 1 - 100, which have the letter 'A' in their spellings?