Video

Customer Care Updates: Training Tips & Best Practices - 6/10/21

We covered the most common questions on forgiveness today including:

  • Starting a forgiveness application
  • Assigning a forgiveness application to the borrower
  • Generating a forgiveness application package

Additionally, we discussed when and how firms should be using the Portal for forgiveness. The detailed chart can be found in today’s slides or in the new resource, (accessed at CPA.com/CPABFP-Forgiveness), which also covers how to assign a forgiveness application to the borrower.

Finally, a few important reminders were reviewed ahead of the second disbursement of agent fees:

  • Adding banking details for agent fee payment (Firms opting into agent fees must add their bank details to collect the payment.)
  • How to opt-out of agent fees