GREETING

Hi! May I speak with _____

This is jayson one of the loan officers from first loan
I am calling to help you finish your loan application

OMD Outbound Monitoring Disclosure

And just for your reference this call is being recorded for quality and training
purposes is it oh if i call you by your first name?

AUTHENTICATE

And for security purposes we are going to authenticate your account first
May I have the last 4 digits of your SSN?
May I know your birth date?
May I have your complete address from you street down to your zip code?
And for recording purposes can you pls state your first and last name that appears
on your loan application?

FILTERING QUESTION

Just a couple of question

Are you getting paid via Direct Deposite, Paper Checks,, Cash or Prepaid by your
employer?
Are those (Direct Deposite or Paper Checks) being deposited in your checking
account with (Bank Name)

VOCI Verification of Customer's information

I just need to verify your

Home Phone #
Cell Phone #
Email Address (except .gov .mil .edu)

MILITARY QUESTIONS

And I just need to clarify

Are you a member of the armed forces who is serving on active duty?
Are you a dependent of a member of the armed froces who is serving on active duty?
Avoid using of word Personel

BANK INFORMATION

Let me confirm your

Bank Name
Bank Acc Number
Bank Routing Number
Bank Acc Type

EMPLOYMENT DETAILS

Let us proceed to your employment details, and now you are currently employed at.
Employer's Name
Title/Position
Work Phone #
Payroll Frequency (How are you normaly get paid?) and Date
When was the last time the customer got paid
Did the customer get the payroll before or after the holiday (If your payday falls
on holiday or weekend are you getting paid before or after?)

CONFERENCE CALL

Thank you so much Mr. / Ms. ____ for the informations you provided, right now I
need to connect the call with [the bank in charge of customer�s account] so we can
compute the loan amount, verify the last 3 payroll deposits from your employer and
other details. Keep in mind that based on this is how your loan will be approved
and calculated. You need to remain on the line in order to hear and provide
authorization for everything discussed.
[Name of the Customer], May I place you on hold in order to connect the call with
the bank, it may take 2-5 minutes. I will come back with you to let you know if we
need to wait more.

[Name of the Customer], thank you for holding, the bank is experiencing a high call
volume,
would you like me bridge the calls, so we can wait for the next available
representative
together? Or would prefer to remain on hold here? I am not sure how long it may
take.

Banker on the phone:

Hi this is [your name] from [Name of the Portfolio] we have a mutual customer on
the other line and we just need to verify some information over the phone with you.
May I bring the customer on the line so you can get the authorization and we can
proceed, please?
Thank you for waiting Mr. /Ms. [customer�s name], I have [name of the
representative] from [name of the bank] on the line and s/he will be able to help
us further. Go ahead please [name of the representative.

Question to the Banker

Can I Have the most recent 3 DIRECT DEPOSITES from [Employer's Name]
Can I have the ending day balance AFTER ALL TRANSACTIONS and those payroll
dates
What is the AVAILABLE BALANCE as of today
Is the account number (acc #)correct
Is the routing number (routing #) correct
Is this a PERSONAL checking account
Does the account accept unlimnited ACH debits (adding) and credits
(withdrawing)? If limited how much?
Is the address ________ the one in Mr/Ms. account
Are there any HOLDS, RESTRICTIONS, FREEZES, STOP PAYMENTS, TEMPORARY CCREDIT
ADJUSTMENTS in the account for the last 90 days
Is Mr./Ms. the name of the PRIMARY ACCOUNT HOLDER listed in this account?
JOINT CHECKING ACCOUNT: Does the customer have EQUAL RIGHTS on the account
After (employer name) deposits the funds, when will the money available in
the customer's account
JP MORGAN CHASE BANKS:Is this liquid account
RED BAKS ONLY:is the account under prepaid account

NOTES

Hold time is 2-3 minsutes

I Inform
E Educate
A Assure
T Timeframe
Customer don't want to be recorded:
In order for us to ensure that your information is safe, we need to have this
conversation recorded. Don't worry I can assure you that here with FirstLoan,
keeping your information safe is our top priority

TBW Script
Thank you for completing your loan application with first step. As per final
review your application denied by underwritting department. Firstloan has specific
guidelines in order to lend funds and base on the data you completed with us you
were not approved. A notice will be sent to you with instructions as to the steps
you can take in order to find out the reason for the denial.

Call Flow:
1. Preparation
2. Opening, Establish RPC
3. Outbound Monitoring Disclosure*
4.Authentication*
5.Filtering Questions
6.Client Info Verification
7.Military Question*
8.Bank Verification
9.Employment Verification
10.Loan Amount Computation
11.Expalining Payment Options*
12.APR Disclosure*
113.Send Loan Agreement
14.E-Sign
15.Verbal Agreement*
16.Wrap up
17.Closing Spiel
18.Orientation
19.Send Underwriting

415-659-9170 Do Not Call Clever Number

TCPA Telephone Consumer Protection Act

Do not call the customer between 8am to 9pm
You can only leave 1 voice mail perday
2 attempts in 5 mins
16 attempts per app

If the call was just disconnected within 2 mins, ask 2 BSA questions to validate
the identity of the caller, but if it is more than 2 mins repeat the 4 verification
stages. The agens is also allowed to do OMD.

BSA Bank Sicrecy Act

VM Script:
This is Nick from First Loan, please give us a callback at 888-340-2911 also
you can send us a message at support@firstloan.com
Preperation

1.Operational Related Parameters

-Production guidelines
2.Compliance Related Parameters
-Set by the federal law in the US

1. Greeting
 Elements
Established RPC
Introduce yourself and company
Purpose of the call
2.Outbound Monitoring Disclosure
Elements
Recorded
Quality
Training
Authentication
Elements
Last 4 digits of SSN
Date of Birth
Complete Address
Complete Name

VIP: Nico "Cholo" Zubia PH AL

H1: vrfd, s/w cust, vrfd pers info and pay freq.
C1: vrfd, s/w cust, vrfd pers info and pay freq
Are you a member of the armed forces who is serving on active duty? No
Are you a dependent of a member of the armed forces who is serving on active duty?
No