Christian Swot Analysis

Strengths:

Chris is able to set the expectations that the letter generated from a conversation that resulted in our inability to move forward with the loan.

He ends the call strongly inquiring if there were any further questions and on a polite note.

Inches:

CRD- Christian did not provide the CRD to the client before verifying for legal and compliance reasons.

Verification- Christian gathered the loan number from the internal TM and verified the client's phone number before moving forward. We should be sure to verify 3 pieces total to ensure we are protecting our client's personal information.

Relevant coding- This call is coded call from the client, and an internal TM transferred the call. Also, Christian coded as loan status inquiry, we can sue the code of Clarify denial letter reason that would fit best for the call. We should code the call accurately keep track of our calls for business reasons.

Maintaining control- There were many times in the call where the client drove the conversation and both Christian and client spoke at the same time. We can eliminate speaking at the same time by making sure we are allowing the client to complete statements before we respond. Also, we can maintain control by using the ARP skill to respond.

Clear, gump and concise- (3:20)When Christian began to address the reason why the client received the denial letter he did not seem confident in his response. This allowed the client to question his explanation and begin to demonstrate her frustration. We can take time use our available resources to gather the information needed to address the client's concern and deliver in clear and concise