Script V6 Updates

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Across
  1. 2. If a lender's access states "Restricted to Location IDs: ____" they will need to resubmit their access request with their HQ ID.
  2. 4. SBA IT number
  3. 9. Caller states that they are experiencing technical issues with uploading their documents. Request permission in chat to _______
  4. 10. When an account is in _____ _____, the user will be able to view all information on their account but will not be able to make any edits to their account or make payments
  5. 11. Users have the option to skip uploading their documents and continue signing into their account _____. After that, they are forced into read-only mode
  6. 12. For document requests in MySBA, Docs should be "___" signed
  7. 13. Page for guidance on "Suspended for Fraud Risk"
  8. 15. Page to find guidance for "Caller states that they do not have the documents being requested"
  9. 16. If an account is in read-only mode request permission in chat to ______
Down
  1. 1. Who can PPP borrowers reach out to is they are still receiving collection notices/being asked for payments after being forgiven?
  2. 3. Page for guidance on a FTA lender asking "When is the submission deadline for 1112 and 1502 forms?"
  3. 5. Page to find guidance on "What happens after I report Identity Theft/Can you provide me an update?
  4. 6. The contact center phone number
  5. 7. “You can dispute a ___ ___ and request that it be removed as a result of identity theft by contacting Experian directly at 1 (833)-397-3724 or online at ExperianDisputes.”
  6. 8. If a caller is using their phone to enroll into the HAP, they may have issues clicking the button to enroll (it may not work or be greyed out), and issues with entering in the amount.To resolve this, have the caller turn their phone sideways to view the screen in ______ mode
  7. 10. When an account is _________, they lose ALL access to their account information and will only have access to their messaging portal
  8. 14. If the caller has a ____ flag the agent should leave a note advising the lender that the borrower is interested in forgiveness but has a ____ flag, and then redirect the borrower to their loan provider