Title Page

  • Loan Number

  • Call Link

  • Call Date

  • Conducted on

  • Loan Coordinator

  • Prepared by

Call Review

COMPLIANCE

  • Account verification process was correctly complied with

  • Outbound disclosure was mentioned and in verbatim

  • Information disussed was accurate and within Bluestone Policy including suggesting

PROCESS

  • Used effective probing and utilised resources

  • Provided accurate and relevant infomation

  • Dealt with all questions/issues raised

  • Advised correct timeframe of the process

  • Educated the broker with processes relating to the application

COMMUNICATIONS & SOFT SKILLS

  • Demonstrated ownership and sounded polite and professional

  • Sounded clear and confident throughout the call

  • Avoid long silences or hold time

  • Refrained from using jargon throughout the call

  • Did not interrupt or talk over the customer

TECHNICAL

  • Completed notation in all systems required

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