Notes

hi this is abigail , am i speaking with ________.

hi ______ how ru? with The Enrollment Center for Student Loans Forgiveness Program and im here to assist you for student loan debt. just so you know that due to corona virus pandemic the goverment is offering you a peyment relief up to 90% and a big possibility of loan forgiveness

I just have a few basic questions to make sure you qualify before we can pull up your loans.

Do you have more than $10,000 in student loan debt?
(If they don't know - do you believe it's over $10,000?)
(If the debt is under $10,000 - "I'm sorry, in order for there to be a benefit, you need to have at least $10,000 of debt")
Are you currently in school (If Yes) “I'm sorry, in order for there to be a benefit you must be already out of school”
Are you Currently in Bankruptcy? IF Yes- the client does not qualify-
Are you currently in Garnishment for your student loans? If yes does not qualify
Are you currently in an income-based payment program? If Yes, the client does not qualify
Is your Household Income over $1,000 per month? It must be a yes. The husband/wife must have a job, Disability and or Government assistance does not count. (Rebuttal for "Why do you need to know?" - "These are income-based programs so we need to know in order to transfer you to the proper department”

If ALL REQUIREMENTS MET: "Ok, so far so good. What I am going to do now is transfer you to the loan assistance department so that they can pull up your loans to make sure you qualify. OK?
*ANY and ALL questions, you say: That's a great question! Unfortunately, I am not qualified to answer that question. My job is to simply have you answer 6 basic questions. Ok?



Warm Handoff Script
Hello (US Agents Name),

I have (Customer name) on the phone, He/she has Loaned over Ten thousand Dollars and is interested in getting help on his/her student loans.

Can you take it from here? (Agents should strictly mute his/her mic or leave the 3 way if you don't know how to mute his mic) and wait for a 150 seconds buffer.