Call Monitoring Form

• Loan Number

• Call Date

  Date

• Conducted on

  Date

• Broker Support & Accreditation Officer

  Select

• Prepared by

COMPLIANCE

• Account verification process was correctly complied with

  Compliant

  Non-Compliant

  N/A

• Outbound disclosure was mentioned and in verbatim

  Compliant

  Non-Compliant

  N/A

• Information disussed was accurate and within Bluestone Policy including but not limited to, suggesting

  Compliant

  Non-Compliant

  N/A

PROCESS

• Used effective probing and utilised resources

  Yes

  No

  N/A

• Provided accurate and relevant infomation

  Yes

  No

  N/A

• Dealt with all questions/issues raised

  Yes

  No

  N/A

• Advised correct timeframe of the process

  Yes

  No

  N/A

• Educated the broker with processes relating to the application

  Yes

  No

  N/A

• Notation completed and accurate

  Yes

  No

  N/A

COMMUNICATIONS & SOFT SKILLS

• Demonstrated ownership and de-escalated call (if needed)

  Yes

  No

  N/A

• Attentively listens and understands the customer

  Yes

  No

  N/A

• Sounded clear and confident throughout the call

  Yes

  No

  N/A

• Avoid long silences or hold time

  Yes

  No

  N/A

• Refrained from using jargon throughout the call

  Yes

  No

  N/A

• Did not interrupt or talk over the customer

  Yes

  No

  N/A

• Appropriately ended the call conversation

  Yes

  No

  N/A

TECHNICAL

• Completed notation in Copper

  Yes

  No

  N/A

• Completed notation in AOL/Mambu/BOSS

  Compliant

  Non-Compliant

  N/A

• Callback promise completed

  Compliant

  Non-Compliant

  N/A

• Email/Back Channel Message sent after the call

  Compliant

  Non-Compliant

  N/A

CALL SUMMARY

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