Module 7 check: Client & Partner Experience

Module 7 Check

Client & Partner Experience

See Effi from the other side of the relationship — what your clients see, and what referral partners can do.

Part 1

Test your knowledge

Question 1

What is the consumer impersonation tool used for?

ALetting brokers view the portal exactly as their client would see it

BLetting clients impersonate their broker

CDeleting a client's account

DChanging a client's password remotely

▸ Show answer

Correct answer: A. It lets you see the consumer portal from the client's perspective, useful for troubleshooting or training.

Question 2

How can a client contact their broker directly from the consumer portal?

AThrough the built-in chat feature

BOnly by phone

COnly by visiting the office

DThey can't contact the broker directly

▸ Show answer

Correct answer: A. The consumer portal includes a chat feature so clients can message their broker directly.

Question 3

If a client says they never received their welcome email or SMS, what should you check first?

AWhether it can be resent, and whether it shows as sent

BTheir loan interest rate

CTheir referral partner's commission

DThe lender panel settings

▸ Show answer

Correct answer: A. You can check delivery status and resend the welcome email/SMS if it appears the client didn't receive it.

Question 4

What can a referral partner typically NOT see on a shared lead?

AEverything a broker can see, with no restrictions

BThe full internal messaging and details visible only to broker/staff roles

CThe lead's name

DNothing — referral partners can't view leads at all

▸ Show answer

Correct answer: B. Referral partner visibility is limited — certain internal messages and details stay visible only to broker and staff roles.

Part 2

Practice in your portal

Use practice leads, not live clients, for all of the tasks below.

1

Experience the client portal firsthand

1. Use the consumer impersonation tool on a practice client.

2. Complete a task (e.g. respond to a document request) from their point of view.

3. Note anything that would confuse a real client.

2

Add and test a referral partner

1. Add one referral partner to your account.

2. Assign or share a practice lead with them.

3. Check what they can and can't see on that shared lead.

Passed the quiz and finished the tasks? Head back to your learning path and move on to the next module.

Back to Onboarding Course →

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