DINOSAURS QUIZ

WELCOME TO the

DINOSAURSQUIZ(CAFS new and Vertset)

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5/10

Celine, is the user name case sensitive?

yes

No

only for agents

10

6/10

Celine, what is one question we should always ask before transfer a caller to a diffrent department?

what payment is needed

what is their lenders' name

what type of loan do they have

10

1/10

Brittney, When verifying for a MYSBA, VetCert, Or disaster caller. What would the last thing you can use as verfication?

Financial Commentment ID

YOU CAN NOT SEARCH WITH THE LOAN NUMBER

DUNS Number

10

2/10

Beatrice, what is the correct website for Vercert registration

veterans.certify.sba.gov

veterans.sba.gov

Lending.sba.gov

10

3/10

Jesse, If a caller is receving this error message " Invalid State Code Error" what should they do?

zip code was incorrect they need to find the correct zip code

ensure they used look up zip button before entering in the full address

they can not use that address, becasue it not a house or apartment

10

4/10

Jesse, when creating a new vertcet password what is one of the requerments we should be aware of

can have the following words and numbers in a row. "Missunshine" or 0007Jamesbond

May not be any of the last 24 passwords used

the password can be the users email address

10

7/10

Jessica, what should the assurance level be set to before ending a call

10

8/10

Jessica, if a Veteran has a VETcert protal, do they need to creat and account on lending.sba.gov to view their loan?

No, they can not have a Lending portal and a Vet cert portal

No, they use the same information from their vercert account

Yes, they will need to put in all new infromat

10

9/10

Lakshmi, you are premitted to use Etrans when searching for a CAFS customer if you can not find them in Security systems?

No, we should never do this

Yes, only if they tell your their full SSN

yes, only if they have their loan number

10

10/10

Lakshmi, If a Vetcert account is deactivated with the reason of "OGC Suspension" should we reactivate the account?

Yes, this is only saying the account has been inactive for 90 days

Yes, but their need to speak with their lender

No, we should not reactivate this account

10

1/10

Sheila, if the "Source" Field is blank will this cause an error when a caller is trying to log in?

NO, It will not cause any issue

Yes, i will cause issue

No, but they need to reset the password

10

2/10

Sheila, should we have callers selfservice if they forgot their Vetcert password?

Yes, but it will only sedn a 2 factor to their cell phones

Yes, But they will need to wait 15 minutes before logging in

No, we should do a password reset for them

10

3/10

Shanekas, what shoud the county code be if the caller has a Fax number?

007

01

51

10

4/10

Shanekas, when reseting a password for VETcert where would we direct call?

veterans.certify.sba.gov

CAWEB.sba.gov

Lending.sba.gov

10

5/10

Nicole, what is an accepital password when creating an acocunt? and Why?

Tue$d@yN!ghtfever24!

Rubberbabysboy123!

Tinytotspurplepin1

10

6/10

Nicole, What is the Vertcet phone number and is this a warm transfer or cold transfer?

Give phone number and warm transfer when wait time is under 3 mins transfer, 1 800-862-8088

Give phone number and cold transfer when wait time is under 3 mins transfer, 1 800-862-8088

warm transfer when wait time is under 3 mins transfer, 1 800-862-8088

10

7/10

Ahjah, is a 3rd party premitted to creat an account for a Primary account holder?

Yes, if they have all of the information.

Yes, but the primary account holder must be on the phone .

No, only the primary account holder can.

10

8/10

Ahjah, When should we escalate a Vertcet reactvation?

if the account was deactivated for a non standard reason

if the account has no sorce code

If the account was suspended due to non use

10

9/10

Denice, if a caller recived a message that their account is "locked after too many attempts" what should we do?

verify Identity, activate and unlock the account, have them try again

have them clear cash and wait 45 mins and try again

tell the caller to wait 45 mins and try again

10

10/10

Denice, who needs to sign documents that will certify that a business is owned by a Veteran?

no one has to sign anything

any and all owners and co-owners

only the owner

10

WRONG

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