answering customer questions about fico® scores
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FICO® Score Open Access enables financial institutions to share FICO® Scores previously purchased for risk management decisions with their customers for free — and so much more. FICO® Score Open Access advances financial literacy by giving consumers — through their financial institution — a wealth of educational content to help improve consumer credit and financial health management understanding, drawn from FICO’s deep experience educating consumers through www.myFICO.com and www.scoreinfo.org for over 10 years.
Equally important, FICO® Score Open Access bolsters front-line staff knowledge, enabling customer service representatives, bankers, tellers and other customer-facing employees to engage in meaningful credit education discussions with customers. How? Through FICO® Score Education — Answering Customer Questions, an interactive eLearning course developed by FICO and designed to impart foundational information for the front lines.
Recognizing that FICO® Score Open Access participants need to educate front-line staff with foundational knowledge to answer customer questions about FICO® Scores, FICO offers two options for providing this rich content to learners.
• FICO® Score Open Access participants can choose to deliver FICO® Score Education — Answering Customer Questions to staff through the organization’s internal SCORM-compliant Learning Management System. As with FICO® Score Open Access, there are no fees charged by FICO for this licensed content. FICO securely transfers the content package to your organization to load into your Learning Management System.
• No SCORM-compliant Learning Management System? No problem! FICO® Score Open Access participants can leverage FICO’s hosting services to deliver this training to staff. With just a few clicks of the mouse, your staff can use FICO’s Client
Financial institutions participating in FICO® Score Open Access
have an opportunity to deepen customer
relationships further through meaningful dialogs with their customers about FICO® Scores and how they are used by lenders in credit decisions. FICO® Score Education — Answering Customer Questions primes front-line staff with the knowledge needed to engage in meaningful credit education discussions with customers.
FICO® SCORE OPEN ACCESS
© 2015 Fair Isaac Corporation. All rights reserved. 1
Knowledge for the Front Lines
© 2015 Fair Isaac Corporation. All rights reserved. 2
Learning Portal to take FICO® Score Education — Answering Customer Questions and download the FICO Certificate of Completion. An annual license fee per learner provides unlimited access to the course, putting information at learners’ fingertips when they need it.
Course DetailsFICO® Score Education — Answering Customer Questions provides foundational knowledge to customer service representatives and other front-line staff, enabling more effective customer interactions about FICO® Scores within 60 to 90 minutes. Through a set of interactive and engaging challenges, learners encounter common customer questions and acquire knowledge of:
• FICO® Scores and how they are used
• The types of information used to calculate FICO® Scores
• What FICO® Scores mean for consumers
• Responsible credit behavior
As learners complete customer scenario challenges, they receive immediate feedback and gain confidence in their understanding of the material. Learners can track their progress and pass the course by receiving a score of at least 85% on the ultimate challenge, demonstrating their proficiency.
Learners can take the course as often as desired for continuous learning. In fact, a regional bank found that learners accessed the course as many as 16 times for additional information and refresher training. And there is no need to worry about interruptions.
If training is interrupted, the learner can re-enter the course at the point last completed.
Track Training Effectiveness and UsageEffectively trained front-line staff leads to higher customer satisfaction, better call volume management and improved call center metrics, such as call resolution and average handle time. And management reports that capture training effectiveness and usage are essential. With FICO’s hosted services and Client Learning Portal, FICO provides comprehensive monthly reports about your learners.
Summary reports include aggregated statistics across all your learners, including:
• Number of enrollments and remaining licenses
• Rate of course completion
• Average test scores
• High test score
• Low test score
A painless path to learning through FICO’s Client Learning PortalEasy access to training through a web browser and with just a few clicks of the mouse.
Course completion in as little as 60 to 90 minutes.
Certificate of completion available to print with a passing score.
Summary training statistics and detailed learner reporting on a monthly basis.
Train more, save more with volume discounts.
FICO® SCORE OPEN ACCESSAnswering Customer Questions About FICO® Scores — Knowledge for the Front Lines
FICO and “The Score Lenders Use” are trademarks or registered trademarks of Fair Isaac Corporation in the United States and in other countries. Other product and company names herein may be trademarks of their respective owners. © 2014 – 2015 Fair Isaac Corporation. All rights reserved. 4011PS 07/15 PDF
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FICO® SCORE OPEN ACCESSAnswering Customer Questions About FICO® Scores — Knowledge for the Front Lines
Detailed reports include learner-specific usage and results, including:
• Learner name and registered email address
• Course launch date
• Course completion date
• Pass / Fail
• Test Score
Minimum System RequirementsWhether viewing FICO® Score Education — Answering Customer Questions through FICO’s Client Education Portal or through internal Learning Management Systems, front-line staff may access the eLearning course using any of the following browsers: Google Chrome, Internet Explorer 9 and later, Mozilla Firefox, Apple Safari 5.x and 6.x on Mac OS X. Flash Player 10 or later is also required.
For FICO® Score Open Access participants integrating the course in an internal Learning Management System (LMS), the following is required:
• Ability to accept SCORM 2004, 4th Edition package
• Reporting Status: Pass/Fail
• Ability to take a certificate provided by FICO for upload to the LMS to distribute to learners as they complete the course (Optional)
Proficient Employees, Happy CustomersNo matter how your organization takes advantage of FICO® Score Education — Answering Customer Questions, customer-facing staff with fundamental knowledge about FICO® Scores can hold more effective conversations with customers, nourishing the loyalty and trust created through the transparency provided by FICO® Score Open Access.
Contact us today to learn more about bringing FICO® Score Education—Answering Customer Questions to your front-line staff or to receive a price quote for access through FICO’s Client Learning Portal.
Learner ProfileCustomer service representatives (CSRs), bankers, tellers and other customer-facing staff of US financial institutions participating in FICO® Score Open Access can gain foundational knowledge about FICO® Scores and learn to confidently answer customer questions.