Hydonni's Case Study: Kaylonni

• Boyle shows how two people used fake names, and that they should be honest with their names because it gives a stronger connection with them

Today at 8:45 am, I met with Shamir Johnson (Help Desk Specialist) to discuss her job responsibilities and how important it is to prepare client referrals accurately. For example, I received an email from a HUD certifier about supporting documents being attached to the wrong referral. I explained to Shamir how important it is to pay close attention to details when handling client’s information. The repercussions of submitting incorrect information can delay a client’s refund, cause erroneous payments to be distributed the incorrect payee or sent to the wrong mailing address.

As a way of helping Client X she was given as much independence as possible to try and make the transition easier. As she became used to the carers coming into the house she soon became glad of the company due to being unable to get out of the house on her own. This then grew an element of trust between the client and the carer which meant that she was then more willing to participate with the carers and would communicate with them on a regular basis.

She informs the client that the MB is no longer with us. ( However, Trina Estes is a purchase banker, not sure when transitioned)

Tara greets the client politely and informs the client the escrow refund is hers to keep.

She does a good job guiding the client through the login process with her bank and making sure the bank statements were uploaded.

Control-(4:34) At this time Kelly spoke over the client to share the information listed on the payoff letter. Anytime the client is sharing info we should allow them to speak to ensure we are gaining all the details relating to their issue. Consider slowing rate of speech to match the client's pace and sharing the conversation.

Maintaining control-dead air-(2:50-3:16) At this time, Shay does not properly foreshadow her dead air. We should be sure to foreshadow properly do that the client is engaged in the call at all times. Consider stating, " I want to make

She does a great job recapping the client's concern and digging deeper to gain a better understanding of the client's concerns. From here, she verifies the names of the team members assigned to the file with the client, to help recognize the processing team she is curtly working with.

Relevant and effective codes- Grady does a good job coding the client's inquiry regarding the loan terms and status. However, he missed the opportunity to code the client's inquiry regarding the payment question. We should be sure to include all issues communicated in the call for accurate tracking purposes.

The credit contract and disclosure documents received from the lender will not only highlight all terms of the proposed facility but also the conditions, restrictions and requirements made on the borrower with regard to these types of arrangements. It is important upfront for the client and finance broker to understand what

- While Bree pulls up the loan, her and the client engage in a bit of rapport.

questions relate to the client themselves and the type of role they are having issues

She and her staff all look forward to proudly standing beside their client before, during and after their successful event ends. Her staff consist of a personal concierge, an individual specializing in napkin folding, individuals to manage music, sound and lighting. Each of these senior individuals on her team have one other staff member to assist them.

Dorina greets the client politely and offers empathy for the inconvenience not receiving the escrow refund check.