Strengths And Weaknesses Of Traci

- Talisha is sure to verify with the client his email address, prior to submitting the document request. She also foreshadows the timeframe that he can expect to see the document arrive. Good!

- Laura verifies the email address of the client, as she advises him that she will be following up with him (per his request).

- Foreshadow timeframe of follow up. (2:55) When advising the client on the turn time of the email, she advises the client "sometime tomorrow." However, it is important that we are more specific, as this will help to set proper expectations with the client and further promote a one call resolution. Try: "I've put that in as a rush request, so you will get it as soon as possible tomorrow, no later than 9pm est." When

Client seems to be reluctant, but is starting to express her feelings and increasing her emotional intelligence.

- After the client explains the reason for his call, Kaylonni foreshadows the flow of the call--advising that she will need to transfer to assist. While Kaylonni mentions the "Servicing Team" she is sure to explain that they "specialize in payments."

Once the client is complete, Lindsey ends the call strongly by inquiring if any thing else is needed. She drops off the call politely.

From here, she assists the client with sending the password reset link and stays engaged with the client by informing she'll stay with him to make sure it's complete.

She ends the call by inquiring if there are any further questions and on a polite

She does a good job addressing the client's concerns and advising the client that he would speak with another MB to restart the process.

DeAngelia greets the client in a polite and a professional tone. She does a good job using the opportunity to build rapport upfront in the call.

She is sure to provide the direct contact number for the MB, for the client's reference in case it is needed in the future.

She confirms the client's username and email address on the file to confirm he is using the correct information.

Effective LJN- Talisha copies/ paste the email into LJN to note the communication with the client. We should gump down and summarize

- (1:30) As soon as Nancy finishes verification, she is sure to apologize to our client for the trouble he's having viewing documents. Tremendous execution!

She confirms the client has access to the closing disclosure prior to addressing the client's concerns.