Verifications new hire training (Agent Scripting Objections and Rebuttals) revised 2024.pptx

Agent Scripting / Objections and Rebuttals Verifications New Hire Training Overview Each verifications agent is provided with a scripting manual, and it is crucial that agents follow any written scripting in this manual with no deviation. These scripts represent years of fine tuning and considerat...

Agent Scripting / Objections and Rebuttals Verifications New Hire Training Overview Each verifications agent is provided with a scripting manual, and it is crucial that agents follow any written scripting in this manual with no deviation. These scripts represent years of fine tuning and consideration to ensure the most favorable outcome of almost any scenario that an agent can come across. In this lesson we will introduce you to the scripting that will guide most customer interactions during the verification process. Table of Contents Our scripting covers the entire verifications call from beginning to end. In this lesson, we will help you to identify the many sections of a call and how to utilize the proper scripting Voice for each Messages of those sections: Opening Script Verification Process Adjusting the account Closing Loan Terms Rebuttals FAQ Additional Scripting Decision Logic Voice Messages “Hello, (Customer’s First Name)! This is (Agent’s First Name) from (Portfolio Name). Your online loan application has been accepted and Verification agents are required to leave a pre-approved for funding today. I just need to verify a few details. It is a meaningful message whenever a voicemail quick and simple process that will help us get your funds to you without any delays. Please call me back at (Portfolio Number) to make sure recording is reached. Messages should we do not miss today's funding deadline. We are available 24 hours a always be left with energy, enthusiasm and day, 7 days a week to make this easy for you, and we look forward to “Hello, speaking (Customer’s First with you soon. Name), this is (Agent’s First Name) Thanks!” with clarity. calling about the online information you provided. Good news, we are ready to move forward with your request. I just need to verify a couple of details to expedite the process. Please give me a call at (Portfolio Think about it – would you return a Number) as soon as you can. We are available 24 hours a day, 7 days a message if the caller sounded bored, or week “Hello,to(Customer’s make this easy for you, First and this Name), we look forward First is (Agent’s to speaking Name)with from gave the impression you are only one of you soon. Thanks!” (Portfolio Name). We had a conversation earlier today, and I wanted to follow up regarding your online inquiry. We are available 24 hours a 100 messages he or she left that day? day, 7 days a week to provide any further assistance you might need. When leaving a voice message, listen for Feel free to reach out to us at your convenience by calling (Portfolio Follow-up voicemails the recording should to identify only be used the customer by Number). We are eager to help and ensure a seamless experience for you. Thanks for considering (Portfolio Name). I am looking forward to with name.customers that has This indicates already which verified scripted hearing from you soon. Thanks!” information messages should be left. Notice: when the customers name is stated, more information about the call is given. Opening Script There are separate opening statements for an agent to give when the call is placed by our dialer (outbound) and when the customer is calling in to our office (inbound). Let’s look at both: Customer Details on Verifications: Verify Data Verification New Hire Training Customer Details on Verifications: Verify Data (cntd) The scripting manual provides guidelines for most scenarios that could occur at specific points during the contact. While speaking with a customer, the agent must use those guidelines until the process is memorized. Before any Personal Identifiable Information (PII) is divulged, such as; specific dates, amounts, loan ID numbers, etc. the customer must verify the last four digits of the Social “Hello, can Security Number I please speak with and their Date (Customer’s of Birth. First and Last Name)? Hi! This is (Agent’s First Name) from (Portfolio Name), This call may be monitored or recorded for quality assurance. I am calling regarding your online loan application. Good News! Everything looks GREAT! I just need to verify a few things on your application, and I can get that final approval and get you funded TODAY.”  The words “Monitored” and “Recorded” must be stated.  For “Amobjections, I speakingplease see Rebuttals. with (Customer’s First and Last Name)?”  “For security purposes, can you verify the last four digits of your social and full date of birth please?” o The agent MUST NOT reverify the last four (4) of social and date of birth if it has already been verified by the IVA system on the same call. o If the customer does not verify the social that is on the application, the agent must immediately place a request in the verification and react assistance channel in RingCentral for a skip trace. Do not continue the verification process. Customer Details on Verifications: Verify Data Customer Details on Verifications: Verify Data (cntd) After verifying the customers identity, the agent will transition to the verification of the customer’s remaining PII.  I have your account with (Bank Name), is that correct? o If the customer states the bank name is incorrect, their routing number may be incorrect. The agent must have the customer confirm the routing number again. o If the customer’s bank does not populate and is blank, the agent must advise the customer that their bank is not populating in the system.  It looks like your bank name is not populating, this may be due to your routing number being incorrect.  The agent must proceed with the next verification question to have the customer verify their bank routing and account number.  Can you verify your bank routing and account number please? o The agent must clear the bank account field and enter the number the customer provides. There is no reason to push the “Update Bank Account Information” button unless the account number needs to be updated. o If the customer’s bank does not populate in the bank name field, the agent must have the customer look up their routing number to confirm it is correct, if the customer confirms the same routing number, the agent must advise the customer that their bank is not supported by our system and will need to provide new banking information to proceed.  If the customer cannot verify their account number, the agent MUST advise the customer that we can continue the verification process, but we will need to return to this before we can proceed to the next section.  Is this a checking or savings account? o If the customer states “Both,” this is not an acceptable answer. The agent must have the customer specify if the account on file is a checking or savings. o The agent must choose either savings or checking in the bank account type field depending on the customer’s answer.  Do you have online banking set up? o If customer states “Yes,” ensure “Online Banking” field is set to “Yes.” o If customer states “No,” ensure “Online Banking” field is set to “No.” Banking Info: policy guidelines Customer Details on Verifications: Verify Data (cntd) After Banking Information is verified, the agent will confirm the income information.  “What is your primary source of income? (Let Customer Respond) Do you have any  additional income?” “Who is your current employer?” (Skip This Question if the Customer Receives Benefits)  “What is your position there?” (Skip This Question if the Customer Receives  Benefits) “What is the total amount of your direct deposit(s) after taxes and deductions, per  “Do you receive direct deposit from that source of income into the bank account we paycheck?”  “How often do you get paid?” have on file?”  “What day of the week are you paid on?”  “What is days theare you date of paid your on?” last pay day?”  “Now, what happens when your payday falls on a holiday or weekend? Do you get paid the previous business day or the next business day?” IF THE CUSTOMER IS PENDING ANY SORT OF VERIFICATION OR FURTHER REVIEW FROM A MEMBER OF MANAGEMENT, THE CUSTOMER CANNOT BE GIVEN A FINAL APPROVAL. Employment: policy guidelines Payment Schedule After Employment information has been verified and/or updated the agent will proceed to confirm the customer’s frequency of paydays and payroll amount. Since our loan installments are set up to be paid on each of the customer’s paydays, it is critical that this information is correct. Failure to properly set pay schedule frequency can result in missed payments, fees, and potential customer default. Payroll information must match exactly how the customer verified the information. Payment Schedule: policy guidelines Payment Schedule: policy guidelines, continued Loan Details on Verifications: Loan Details Verification New Hire Training Loan Details on Verifications: Loan Details Once on the “Verification: Loan Details” page, the agent MUST check the information that was automatically filled out on the page. Information on this page will be used to give the customer their final approval and can be adjusted when negotiating with the customer.  “So, I am showing your following payday as (Customer’s Pay Date). Correct?”  “If you decide to proceed with the loan, is the account on file the account we will be using for automatic payments?”  “I just need to place you on hold for a brief moment so I can have the underwriters review your application. Can you hold please?” (Wait for Response) “Thank you.” o Agents are not required to put the customer on hold. A hold is only recommended for newer agents that are not familiar with adjusting the account for funding. o Hold time should not exceed 2 minutes unless further review from a member of management is required. o The agent must include why they exceeded the hold time threshold in their note. Loan Details on Verifications: Loan Details (cntd) Effective Date- The agent must ensure the effective date reflects the date the customer is receiving the funds. The agent CANNOT extend the effective date more than 10 days from the time of the origination date is taking place. Principal- The agent must enter the maximum approval amount in this field. Below the field, there is a minimum and maximum amount based on what data science has decided. APR (Annual Percentage Rate)- The APR should always be set as close to 795% for Weekly, Bi-Weekly, Semi-Monthly customers, or 500% for Monthly customers. Program- This will be set to what was verified by the customer, this can be set to an extended program if the customer agrees to an extended payment program. Please see Rebuttals. Max Payment Amount- Once the payment schedule has been verified, the agent will need to review the payment schedule to see if the payment amount exceeds the amount within this field. If it does, the agent must lower the APR. Closing Verification New Hire Training Closing: Final Approval “Based on the information that you have verified, congratulations, we have your final approval for (Principal Amount). We will send your funds out today and they will be in your account the next business day, by the end of the day.” Once the above information has been confirmed and the final approval was given to the customer, the agent must: Once the customer has agreed with all the information and is ready to sign the loan agreement, the agent will click the “Finalize Schedule” button. Then click the “Send Loan Agreement” button. o This action will send an email to the customer with the link to the loan signing page. o This will also bring the agent to a page with the loan agreement that the customer is signing, while on this page, the agent must read the loan terms before having the customer sign the loan agreement. The Signing Process The last portion of the Verification process will require the customer to access your loan documents online to review your bank name, account number, routing number, and sign your loan documents. Do you have access to your email while we are on the phone together? (DO NOT LET THE CUSTOMER OFF THE PHONE WITHOUT READING TERMS). At this point, if the customer cannot access the email the agent will utilize a closing script that is designed to instruct the customer in the proper steps needed once email access is available. If the customer does have access, the agent will utilize a closing script that will guide the customer through the signing process.  The Signing Process: No email access Do you have access to your email while we are on the phone together?  “I am going to send you an email titled "Congratulations – Loan Agreement". Once you open that email you will see a button at the bottom that says, “Review and Sign Loan Documents”.”  “Once you click that button, you will need to input the last four (4) of your social security number.”  “Once you have logged in, please review the loan information. If you would like to proceed, proceed by scrolling through the loan agreement until you reach a green button that says, “Proceed to Sign your Loan Agreement.” On the next page, general loan information will populate as well as a series of check boxes for you to review and acknowledge if you choose.”  “Please review your bank information at the bottom of the Loan Summary section before you check each box. It is very important that you review your bank information on the loan agreement when signing. If the information is not correct, do not sign the agreement.”  “If your banking information is not correct, please call us back to update your banking information on your account. If it is correct, and you want to move forward with this loan, you will need to review each check box and click the box if you agree (Customers that opted for manual payments will need to make sure the check box for “Payment Choice Authorization” is not checked) and type your name in the box at the bottom matching exactly we have in your loan documents. Once you do that, and you have read and understood the terms of your loan, please click on “Sign Loan Agreement.” You should get a message saying your loan has been processed.” The Signing Process: With email access Do you have access to your email while we are on the phone together?  “I am going to send you an email titled "Congratulations – Loan Agreement". Once you open that email, you will see a button at the bottom that says, “Review and Sign Documents”.”  “Once you click that button, you will need to input the last four (4) of your social security number.  “Once you have logged in, please review the loan information. If you would like to proceed, proceed by scrolling through the loan agreement until you reach a green button that says, “Proceed to Sign your Loan Agreement.” On the next page, general loan information will populate as well as a series of check boxes for you to review and acknowledge if you choose.”  “Please review your bank information at the bottom of the Loan Summary section before you check each box.”  “Is the bank information correct?”  If bank information is not correct, the agent must follow the process for updating bank information.  “If it is correct, you will need to check off each box to acknowledge these sections of your loan agreement if you agree (Customers that opted for manual payments will need to make sure the check box for “Payment Choice Authorization” is not checked) and type your name in the box at the bottom matching exactly what we have on your loan documents.”  “Once you do that, and you have read and understood the terms of your loan, please click on The Signing Process: With email access (cntd) Once the agent reads terms to the customer and the customer has signed the loan agreement, the agent will click the “Read Terms and Conditions” button at the bottom of the page. Once these steps have been completed, the funds will automatically be sent for processing. Loan Terms Verification New Hire Training Loan Terms Once the agent has verified information and made any applicable adjustments the loan contract is emailed to the customer for signing. If the customer could not access the documents on the contact, the agent must still read these terms in advance of the customers ability to open the contract. In the event the customer was able to read and sign while on the line with an agent, the agents last step is to read the loan terms aloud to the customer. Terms: Scripting All terms must be stated VERBATIM, all dates in the terms need to be stated in MM/DD/YYYY format, all lines with a dollar amount need to be stated with the word “DOLLARS” and “CENTS” when necessary, and terms MUST be read before We willthe customer send the signs funds to your (Bank the loan Name) agreement. bank account.  The confirmed last four of the account number is (Last Four of Bank Account Number on File).  The amount financed is (Principal Amount).  Your regular payment is only (Payment Amount).  The total payment, if you were to completely pay this loan off on your first due date of (Say Actual First Due Date) would be (First Due Date Payoff Amount). o The agent must add the interest from the first payment to the principal amount.  Your annual percentage rate is (Customer’s Loan APR). o The agent MUST state the APR as a full number followed by the word “Percent.”  Example: Seven Hundred and Ninety-Five Percent (795%).  Your first payment due date is (First Due Date).  On your first due date, we will automatically withdraw the regular payment of (Customer’s Payment Amount).  Now, if you would like to pay in full or pay down the principle on your loan, you can log into your account and schedule a payment. This must be done at least three (3) or more business days before your due date. If not, we will only debit your regular payment of (Customer’s Payment Amount), which will go towards both the principal and the interest.”  For your convenience, all ACH transactions will be by direct debit from (Portfolio Name).  If you agree to these terms, please login to your email, find the email that says, "Congratulations – Loan Agreement", click “Review and Sign Documents,” and sign the agreement. o Refer to the Signing Process for more detail on how to walk the customer through signing. Terms: Scripting (cntd) After reading terms and unless the customer has raised a concern or objection the agent will end the contact. The scripting to end the contact is different for customers who have opened the email and signed and for the customers who were unable to access email during the contact. If we already received their signature:  “Okay, you are all set! Before you go, I wanted to let you know that our online portal has been upgraded with many new self-service options to make managing your account more effortless, so be sure to check it out through our website! You can even view and claim your rewards points there, which can be redeemed for gift cards or used to pay down your principal loan balance! It's our way of saying thank you for being a valued customer!” If needed, answer any questions the customer may have.  “Is there anything else I can assist you with?” If so, assist the customer with any questions or assistance that’s needed. If not, “Thank you, again, for choosing (Portfolio Name). If you have any questions, please call at (Portfolio Phone Number). Your business is important to us. Have a wonderful day! Terms: Scripting (continued) If we are still waiting on their signature:  “Okay, now all we are waiting on is your signature. I will check your account periodically to see if we received it. Once I do, I will get your loan processed. Before you go, I wanted to let you know that our online portal has been upgraded with many new self-service options to make managing your account more effortless, so be sure to check it out through our website! You can even view and claim your rewards points there, which can be redeemed for gift cards or used to pay down your principal loan balance! It's our way of saying thank you for being a valued customer!” If needed, answer any questions the customer may have.  “Is there anything else I can assist you with?” If so, assist the customer with any questions or assistance that’s needed. If not, “Thank you, again, for choosing (Portfolio Name). If you have any questions, please call at (Portfolio Phone Number). Your business is important to us. Have a wonderful day!” THE AGENT IS REQUIRED TO STATE THE LAST 4 OF THE ACCOUNT NUMBER IN THE TERMS EVEN IF THE CUSTOMER DID NOT CONFIRM THE ACCOUNT NUMBER IS CORRECT YET VIA THE LOAN SUMMARY PAGE. Terms: Manual Payments scripting Manual payment terms must be read when the customer has opted to make their payments manually via personal check. If the customer is requesting to mail in their payments, the agent must follow the documented policy. Once Decision Logic is completed a member of management will review the Decision Logic and either approve or deny the customer. To avoid this process, the agent must offer the customer a lower APR for ACH payments. Terms: Manual Payments scripting (cntd) All terms must be stated VERBATIM, all dates in the terms need to be stated in MM/DD/YYYY format, all lines with a dollar amount need to be stated with the word “DOLLARS” and “CENTS” when necessary, and terms MUST be read before the customer signs the loan agreement.  So, we will send the funds to your (Bank Name) bank account.  The confirmed last four of the account number is (Last Four of Bank Account Number on File).  The amount financed is (Principal Amount).  Your regular payment is only (Payment Amount).  The total payment, if you were to completely pay this loan off on your first due date of (Say Actual First Due Date) would be (First Due Date Payoff Amount) o The agent must add the interest from the first payment to the principal amount.  Your annual percentage rate is (Customer’s Loan APR). o The agent MUST state the APR as a full number followed by the word “Percent.”  Example: Seven Hundred and Ninety-Five Percent (795%).  Your first payment due date is (First Due Date).  On your first due date, we will only require the regular payment of (Customer’s Payment Amount).  Now, if you would like to pay in full or pay down the principle on your loan, you can log into your account and schedule a payment. This must be done at least three (3) or more business days before your due date. If not, we will only require your regular payment of (Customer’s Payment Amount) which will go towards both the principal and the interest.  In addition, if you are unable to make your payments on your due date or would like to set your payments to automatically come out of your bank account, please notify us at least three (3) business days before your due date.  Since you have opted in for manual payments, it is your responsibility to send the payments on time to avoid any penalties or late fees. Please send your payments to: “Portfolio Name” “Portfolio Address” (Not Overnight Address)  If you agree to these terms, please login to your email, find the email that says, "Congratulations – Loan Agreement", click Terms: Manual Payments scripting (cntd) If we already received their signature:  “Okay, you are all set! Before you go, I wanted to let you know that our online portal has been upgraded with many new self-service options to make managing your account more effortless, so be sure to check it out through our website! You can even view and claim your rewards points there, which can be redeemed for gift cards or used to pay down your principal loan balance! It's our way of saying thank you for being a valued customer!” If needed, answer any questions the customer may have.  “Is there anything else I can assist you with?” If so, assist the customer with any questions or assistance that’s needed. If not, “Thank you, again, for choosing (Portfolio Name). If you have any questions, please call at (Portfolio Phone Number). Your business is important to us. Have a wonderful day! Terms: Manual Payments scripting (cntd) If we are still waiting on their signature:  “Okay, now all we are waiting on is your signature. I will check your account periodically to see if we received it. Once I do, I will get your loan processed. Before you go, I wanted to let you know that our online portal has been upgraded with many new self-service options to make managing your account more effortless, so be sure to check it out through our website! You can even view and claim your rewards points there, which can be redeemed for gift cards or used to pay down your principal loan balance! It's our way of saying thank you for being a valued customer!” If needed, answer any questions the customer may have.  “Is there anything else I can assist you with?” If so, assist the customer with any questions or assistance that’s needed. If not, “Thank you, again, for choosing (Portfolio Name). If you have any questions, please call at (Portfolio Phone Number). Your business is important to us. Have a wonderful day!” Rebuttals Verification New Hire Training Rebuttals: Explanation When a customer gives a concern or ‘objection’ to any part of the agent’s communication, it is the agents duty to attempt to overcome that objection by giving a ‘rebuttal’. Rebuttals are scripted and are a result of years of trial and error to determine the response that will result in the most favorable outcome. The rebuttals need to be read anytime a customer objects. The agents are required to cover the gray highlighted areas when reading the rebuttals. Once an agent reads the appropriate rebuttal to the customer, they should let the customer respond. If the customer is still not interested, agents will transfer the call to the “Verification Escalations” queue. Each rebuttal gives scripting to transition to a talk off which will need to be followed. Rebuttals: Scripts Below is a list of the most common customer objections, for each objection there is a scripted rebuttal and for some objections the rebuttal can encompass several key points of information. These scripts can be found in the Verifications Department Script Manual. Not enough money Due date too soon Customer refuses to verify or continue to The Interest/Payments are too high verify until they see payments/rate/approval Does not recognize lender Customer would like less payments Customer cannot payoff the loan on their Fraud, never applied for a loan 1st due date Customer does not want to verify routing Already funded and account number Customer is opting for manual payments No reason Customer states “This is predatory lending” Rebuttals: Scripts Customer FAQ’S Verification New Hire Training FAQ’s Wire Transfer “A wire transfer will be deposited into your account today, but please understand that banking institutions have different policies governing how and when they release transferred funds to their customers, and we have no control over those policies. And although we do not charge any fees for a wire transfer, your bank may charge a fee ranging from $15 to $50.” If I pay my loan off early, how does that affect my finance charge? “Because our interest rate is prorated daily, you only pay interest for the number of days you keep the loan. You can pay your loan off as early as you'd like, without any prepayment penalty fees.” (Give an example with the first due date) When will the money be in my account? “As long as we can get your application verified (and your documents signed) by today's cut-off time, we can typically have funds delivered to your account tomorrow (the next business day). We also offer Special Transfer Services if you need funds more quickly.” FAQ’s Why do the docs say I am paying thousands for this loan? “The amount you're looking at would be if you followed your payment plan out to its final scheduled payment, without making any extra payments toward your principal balance or paying your balance off early. Because interest on our loans is prorated daily, we strongly encourage you to pay off your loan as quickly as possible. You'll only pay interest on the days you hold the loan, and you won't pay any prepayment penalty fees if you pay it off early.“ “Let's get your application verified, and I can go over everything with you and answer any questions you might have.” FAQ’s  Do you run credit? o “Yes, we do run your credit. It is a soft pull, but it is through a specialized credit bureau. This will not affect your traditional credit score that most credit-based lenders use to get you approved.”  If the customer asks which consumer reporting agency we use to pull credit, the agent can inform the customer that we use FactorTrust and Clarity.  Do you report to the credit bureaus? o “Yes, we do report to specialized credit bureaus. But this is not through the traditional bureaus that most credit-based lenders use.”  If the customer asks which consumer reporting agency we use to pull credit, the agent can inform the customer that we use FactorTrust and Clarity.  If the customer questions anything about us reporting payments or pay offs, the agent must inform the customer that we do report information regarding payments and loan statuses to the traditional consumer reporting agencies.  Do you report to the three major credit bureaus? o “No, we report to specialized credit bureaus and not through the traditional bureaus that most credit-based lenders use.”  If the customer asks which consumer reporting agency we use to pull credit, the agent can inform the customer that we use FactorTrust and Clarity.  If the customer questions anything about us reporting payments or pay offs, the agent must inform the customer that we do report information regarding payments and loan statuses to the traditional consumer reporting agencies. FAQ’s (cntd) What is the difference between Interest Rate and APR? The Interest Rate represents the cost you pay to borrow money, while the APR (Annual Percentage Rate) is a more extensive measure of the cost to borrow that takes into account any additional fees associated with a loan. If the customer asks if we charge additional fees:  “No, (Portfolio Name) does not charge any origination fees or expedited service fees.” Additional Scripting Verification New Hire Training Additional Scripting There will be few scenarios that do not occur on every customer contact but happen frequently enough to require additional scripting language, lets take a closer look! Requesting Decision Logic and customer does not have online banking “I'm sorry, (Customer Name). If we're unable to verify this bank account, we won't be able to proceed. If you happen to have another bank account with online banking, we could give that one a try? If not, please give us a call back once you've set up online banking or when you have a different account we can try.” Decision Logic Scripting Verification New Hire Training Decision Logic “Ok, the last step will be to verify your bank information. To do this, we have a secure and convenient method called Decision Logic, which is an instant account verification. It operates at bank level security and provides us with a read only copy of your bank statement deposits, giving us the best information to approve your loan. The system uses your online account ID and password. It is completely SECURE, and nobody ever sees your ID and password except you and your bank.” “Do you have access to the internet with me on the phone with you?” The next portion of the agents scripting will depend on the customers ability to access the Decision Logic link sent via email or the website itself. Decision Logic Scripting: customer can access now If the customer states “Yes” Through the Website:  “Please go to DecisionLogic.com. In the upper right-hand corner, click on “Login,” then enter the following six-character code (Provide Request Code) and press “Go.” You are now being directed to the bank verification page.”  “Do you see the bank verification page?”  “Your banks logo should be displayed on this page, as well as a field to verify your banking information. Please enter the same information you use for online banking and press SELECT.”  “Wait for success message. Once you receive that message, we are finished, and we will have your If onfinal approval a Mobile in minutes.” Device:  “Click the four lines in the top right of the page, then click “Login.” On the next page, click the three lines on the top right to show the request code box. Enter this code (Provide Request Code) and you should be directed the bank verification page.”  “Do you see the bank verification page?”  “Your banks logo should be displayed on this page, as well as a field to verify your banking information. Please enter the same information you use for online banking and press SELECT.”  “Wait for success message. Once you receive that message, we are finished, and we will have your final approval in minutes.” Decision Logic Scripting: customer can access now Through the Customer’s Email:  “Please pull up your email and look for an email titled “Please complete the following request,” the email will be coming from [email protected].”  “Once you open the email, you should see the link towards the bottom.”  “Click the link and it will direct you to the website for Decision Logic.”  “Your banks logo, as well as the fields to enter your login information to your bank should appear.”  “Sign in using your Username or Online ID and Password that you sign into your online banking with as well as checking off the boxes below. The second box is optional.”  “Please make sure you stay on this page until it either gives a successful message or states your bank needs further verification.” o If the customer receives a successful message: “At this time, we are finished. I just need to place you on hold for a brief moment so I can have the underwriters review your application.” o If the customer receives a message for further verification (could be either a security code sent to them or a security question they set up with their bank): “Please follow the directions you see regarding further verification requested by your bank. Once you have gotten to a successful message, please let me know.”  After the customer receives successful message: “At this time, we are finished. I Decision Logic Scripting: customer cannot access at this time If the customer states “No”:  “Alright, I will email you a link that will take you directly to our bank verification page. Do you know around what time you will be able to access your email?”  “Okay, please let me know if you have any questions or I will follow up to make sure there were no problems. Upon completion of this final step, I will contact you with your final approval. Feel free to contact me at (Portfolio Phone Number) should you have any questions or problems.”