1) A Veteran shouts out their loan team on social media. What is the correct process? a) Locate in CRM, respond, share message with loan team b) Only respond c) Share message with loan team and do not respond d) "Dislike" the message from the veteran e) Do nothing f) Ask veteran why they worked with Veterans United 2) Someone on social media is making a public comment saying they are upset that they cant get a hold of their loan team. What do you do? a) Ask them to private message our page so we can help them make contact b) Publicly respond and tell them that we dont want to work with them anyways c) Send them an angry face emoji d) Publicly respond with a client advocate rep's EXT e) Private message them inbound phone number f) Do nothing 3) A Veteran emails in frustrated they cant find the affordability calculator without starting a lead. What link would you send them? a) https://www.veteransunited.com/education/tools/affordability-calculator/ b) https://www.veteransunited.com/va-loans/va-mortgage-rates/ c) https://www.veteransunited.com/start/ d) https://www.veteransunited.com/education/ e) https://www.veteransunited.com/reviews/ f) https://my.veteransunited.com/login?utm_source=referral&utm_medium=veteransunited.com&utm_campaign=navsignin 4) You are emailing a Veteran about our Lighthouse program. What is the correct term to use when describing the program? a) Credit consulting program b) Lighthouse c) Credit repair d) Credit termination e) Do not refer to the program at all f) Explain that VU does not help veterans with bad credit 5) A Veteran emailed in asking how to set up automatic payments in their Mr. Cooper Bill Pay Center. What resource would you reference to get that answer? a) Servicing Advanced Training slide show located in Trello b) There is no resource for this request c) Guess what the correct answer should be d) Look into the CRM contact card of Veteran e) COE information in Trello f) If and Then Cookie Monster Sheet in Trello 6) You are troubleshooting with a Veteran over chat and they are saying they cant see their To-Do list. What tool could you use to help you troubleshoot the next step? a) If and Then Cookie Monster Sheet in Trello b) Servicing Advanced Training slide show located in Trello c) Tell the veteran they will need to get their loan with a different company d) Webex the LO on the file e) Tell the veteran they will have to do their whole loan process over the phone f) Stop responding

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