Lauren's Case Scenarios

(4:06) Kelly confirms with the client that she is showing an credit inquiry for Feb 6th, lets the client know that she looked through our database and we obtain this information on our Rocket Mortgage.

Mrs. Silvia is claiming that there is fraud on this account (or something ) therefore she reached out to her bank and is under investigation with her bank.

Ownership- Melissa did not take ownership in the call upfront to dig deeper regarding what the client viewed in the email. Earlier on in the call, let's address exactly what communication the client is referring to and use resources to gain a better understanding of how we can assist the client.

(3:18) Jeff advises the client that the check to Wells Fargo has been reconciled and we have sent the check out to them directly. This is inaccurate information, as we wired the funds rather than

She affirmed that the dispute started quickly after Crowe buffooned her songs profession, and also intensified from there.," Banks reacted, "Who recognizes? They additionally reviewed the absence of monitoring tapes of the occasions, and also her sensations on the consequences of the insurance claims.

Geneese introduces herself to the client and recaps the client's concerns with the information that she received from TM.

Jeremy asked how the certified background check (CBC) batch codes are working. Karen mentioned it was not moving along because there has been personnel changes. Jeremy let Karen know that Michelle Stewart has been cross-trained by Jeremy and understands the CBC process. Furthermore, Jeremy made it clear that the CBC process must be owned by SOHOPE. Jeremy let Karen know that if Michelle needs help to let him know.

- She then finds out the reasons for the client's call so that she can formulate an action plan.

Place yourself in Hamilton Wong’s position. Would you report all of your time worked on the Wille & Lomax audit? Why or why not? Do you believe that Lauren Hutchinson behaved unethically by underreporting the time she worked on that engagement? Defend your answer.

Melanie did an awesome job controlling the call and positively adapting while having a natural conversation with the client. We did a great job explaining and confirming details while being solution driven. We did a great job following the correct process. We started and concluded the calls strong.

- Properly noted/coded. Asheka codes the loan as a "Phone call from client." However, the call was transferred to her from a team member. It is important that we code accurately, as this is used for reporting

- Verification. Qiana begins asking the client the verification questions at 1:15, however, at :48 she discloses the closing date for the loan. We want to be mindful of giving away loan specific information

Before joining Toll Brothers, Christina spent 3 years with Wells Fargo as a Sr Loan Underwriter. Her experience reviewing the income and tax paperwork helped her work on the Income Analysis Team. Christina's ability to handle and Adhere to investor guidelines made her an assist in the Analysis team in examining transactions and debt ratios to modify risk.

On September 15, 2015 AGL received a telephone call from PNC Bank and Agent to request if the client's account could be flagged for possible financial elder abuse. PNC's cause for alarm was due to a visit by the client to the branch office in which the client seemed very confused about transactions in her account. Her son, Vincent Caiazzo, has been directing all transactions.

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