T01 T.E.A Time 11.5.24

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Across
  1. 2. An agreement between a borrower and lender that settles liabilities for less than the full amount owed
  2. 6. How long an agent must wait before disconnecting
  3. 9. Where to report fraudulent RRF funds
  4. 10. The user is able to view all information on their account, but cannot make any edits to their account or make payments
  5. 12. Contains all the important links, contact center reminders, and guidance updates/changes from the newsletters that are not yet in the script
  6. 15. What an agent must obtain during the greeting, other than the caller's name
  7. 16. Where to redirect non-Spanish speaking foreign language callers
  8. 17. Error message that may appear if a caller is attempting to use the site out of the country
  9. 18. The source code that an account must be set to in order to have full account accessibility
  10. 19. If a caller is hard of hearing, deaf, or has a speech impairment and needs assistance these individuals may dial ___ and then enter our contact center number
Down
  1. 1. Steps that must be taken on every call before requesting permission to escalate
  2. 3. What the co-applicant will need to complete a disaster loan application
  3. 4. Cannot be update or changed once an account is registered
  4. 5. True or False: Agents must offer to assist the caller through registration if no existing accounts can be located
  5. 7. New portal created for users needing to enroll in VSOB, WSOB, and other SBA certifications
  6. 8. Caller has waited this long since submitting their IDV documents, escalate.
  7. 11. These types of loans cannot use the MySBA Loan portal
  8. 13. Phonetic alphabet that is to be used when spelling something to a caller
  9. 14. Where can borrowers mail payments to the SBA?
  10. 15. For help with ETRAN, payment modifications, guaranty purchases, loan policies, or for help/questions regarding a specific loan direct the lender to contact their ____.