Although I believe all mistakes are learning experiences, I have never actually made a major mistake as far as costing the company that I work for any money. However, I have made some minor mistakes in the time that I've been working. And my current position, I do a number of things. I talk to clients, I do POI approvals, and I also help other CSR agents be able to efficiently do their job as well. When I first started to doing POI approvals, one mistake that I made was approving a document that was supposed to be denied. Thankfully, the person that I approved, it was the correct person and I was able to resolve the issue that they were calling about, but I was able to see all their information and make sure that it was them. But unfortunately, the reason for the denial would be the position of the document. So moving forward from then, I do just provide extra information to our clients whenever they do need to send in any documents for approval and I let them know. Even though we can see all the information is correct and we are speaking to the correct person, unfortunately for the policy and procedures of our company, the documents do need to be placed a certain position in order for us to approve them. So even with the itty-bitty-est corner missing from the picture, we would have to deny them. And just by providing them this extra bit of information, it does give a better experience for not only our customer, but for the company as well because it does get frustrating for our clients always being denied for POI approvals. So just giving them that extra bit of information and letting them know how the company works just overall gives everybody a better experience.