NMLS Quality Guide

Talking Points

Password Reset: Check Junk and Spam Copy and Paste Requirements/Instructions are listed in the Email sent Hold: Explain why the hold is necessary Ask Permission Provide Specific Time Frame (No more than 3 minutes)

Refresh back every 3 minutes Thank the caller for holding Transfer: Fully resolve any and ALL other issues able to handle Advise caller of reason for transfer Document in Salesforce Educate caller on: - Case Number - Possible additional hold time - Need to re – verify Offer additional Assistance and close the call Ghost Call: Repeat twice: “Caller if you can hear me I cannot hear you, please hang up and give us a call back at 855-665-7123” State once before disconnecting “Caller if you can hear me I cannot hear you, please hang up and give us a call back at 855-665-7123. I apologize for the inconvenience but the call will be disconnected at this time. Thank you for calling NMLS”