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