Payoff Quote
<Customer calls in and authenticates>
Customer: “I need to know how much I need to pay to payoff my car loan.”
COAF: “Okay, I see that you have a mobile number on file associated with your account. If you’d like, I can send you a one-time secured link which will allow you to log in and view your payoff quote document which will have a list of all the rates, charges, and amount you’d need to pay depending on when you payoff your loan. Shall I send you that document which should answer your question?”
Customer: “Yes, please send that.”
COAF: “Just a moment. Alright, we’ve sent that text to 973-998-6301. Is there anything else I can help with?”
Customer: ‘Nope, I’m good!’
COAF: “I’m glad we could help you today. Goodbye.”
<Customer calls in and needs to authenticate, and we know that the users has our mobile app installed.>
COAF: “First we need to verify your identity. We can ask you information including your social security number and reference ID. If it’s more convenient, we can send a push notification or text message to your phone, and you can verify your identity on the mobile app. How would you like to verify your identify?”
Customer: “Send me a text message.”
COAF: “Alright, we’re sending a text message which should arrive shortly.
Once you get it, just tell us the code you receive in the message and we will continue.”
Customer: “09884 is my code.”
COAF: “Thank you. Your identity is now confirmed. How can I help you today?”
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