Here are steps outlining how to maintain the flow of a call when utilizing a Language Line interpreter and system documentation requirements:
Briefly introduce and update the interpreter
- Introduce yourself and state the goal of the conversation
- Advise this call is relating to the servicing of a residential mortgage
- Make note of the interpreter’s name and ID number
You retain control of the call
- Interpreter will assist with communication, but you drive the conversation
- Always use direct speech (first person) as you are conversing with the customer, the interpreter is translating your conversation
- Speak in short 3 to 5 sentence segments and pause at the end of a thought or topic
- Interpreter will translate exactly what they hear, always maintain a professional conversation
Completing the conversation
- Check to ensure the customer understands and offer further assistance
- Use the standard verbatim closing to complete the call with the customer
- Document the loan you worked with an interpreter, and include the interpreter’s name and ID number
