Extended Hold, Any hold over 3 minutes, results in QA point loss, If customer is on hold, best time to check in is, 2 min mark, Silent holds longer than _______ result in QA deduction., 60 seconds, Full Demo, Confirm all contact information and any alternate phone numbers, If a call comes in unauthenticated click ______ prior to authenticating., Start Session, TTMR, Talked to Customer, 3PAR, Talked to Authorized 3rd party, TTOT, Talked to Unauthorized 3rd party, Verbal authorization for 3rd parties typically expires after, 90 days, Party that can be verbally authorized for the life of the loan, Spouse, When speaking to a MA customer, you must provide what?, RMT number, Message Code 35, Attorney Representation, Message Code 91, Legal - no calls, Interview Tab, Checklist for ensuring QA compliance, Advanced Search Tool, , Loan History, , Add Authorized 3rd Party, , Escalation Acknowledgement, ESCA, LRVW, Manager Reviewed Loan, ESCC, Escalation Call Complete.

Call Flow

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