CREDIT CARDS
Who is the ideal client for Cash Rewards?
Cash Rewards is typically a great fit for clients who want to maximize rewards in categories where they spend the most. A client wants flexibility and the ability to choose their rewards category each month, especially if they spend heavily in gas, online shopping, dining, or travel.
What bonus does each Preferred Rewards tier receive on their rewards credit card ?
✅ Member = 10% Reward Bonus✅ Preferred Plus = 25% Reward Bonus✅ Preferred Honors = 50% Reward Bonus✅ Premier = 75% Reward Bonus
Can both parents be owners on the Safe Balance Banking for Family account? If not, what options can we still provide if the other parent isn't present?
The account is structured with one parent/legal guardian and one child per account.
Bonus: If the other parent isn't present, the parent who is present can still open the account with the child, provided all required identification information is available.
You uncovered and opened a Family Banking account. Who can you introduce the client to for additional financial needs and how would you position that partner?
A."It's wonderful that you're helping your child learn financial responsibility early. Have you also started thinking about longer-term goals such as college savings, investing, or retirement planning?“
B. "I'd love to introduce you to our Financial Solutions Advisor. They help families plan for future goals including education funding, investments, and retirement strategies so your family can stay on track financially."
A client visits the CSR line to deposit a check and has a First Credit Card offer available. How would you present the offer?
"While I have you here today, I noticed you're pre-selected for a Bank of America credit card offer. Many clients use this card to help build credit while earning rewards on everyday purchases. Have you had a chance to review the offer yet?“ Follow-up Discovery: What do you currently use for everyday purchases? Are rewards or building credit more important to you?
You're helping a client with DCB and notice they are eligible for Bank of America Rewards. What would you do and say?
"Mr./Ms. Client, while reviewing your relationship today, I noticed you're eligible for BofA Rewards. Have you heard about that program before?“
- "Many clients like the program because it can provide additional value through rewards, banking benefits, cash back deals, and other relationship-based benefits."
Explain the difference between a Safe Balance account and Safe Balance Banking for Family.
A.Safe Balance Banking Designed for an individual account holder. Helps clients manage everyday banking with no overdraft fees. Suitable for adults or eligible individuals banking independently. Safe Balance Banking for Family Designed specifically to help parents or guardians introduce children to banking. Structured with a parent/legal guardian and child relationship. Provides an opportunity to teach saving, spending, and money management skills.
Position Family Banking as a financial education tool, not just another checking account.
You just opened a business account. How would you position and refer to the BBRM?
A."Congratulations on your new business account. I want to make sure we're providing more than just banking services. I'd like to introduce you to our Business Banking Relationship Manager who works with business owners on growth strategies, lending solutions, cash flow management, merchant services, and other business needs.“
B."As your business grows, you'll have a dedicated expert helping you identify opportunities and solutions along the way.
You are opening a full relationship for a new client and want to uncover short-term borrowing needs. What does your conversation sound like?
A."As we're establishing your relationship today, I like to learn about future financial goals and needs. Do you anticipate any upcoming expenses such as home projects, travel, unexpected expenses, or larger purchases where access to credit could help provide flexibility?
- Follow-up Questions: How do you typically handle unexpected expenses
-Do you prefer making payments over time or paying in full?
You have a Preferred Plus eligible client. How would you position Bank of America Customized Cash Rewards?
A."One benefit of your Preferred Plus status is that you receive a 25% rewards bonus on top of the rewards you already earn. Since you're already eligible, this card could help you maximize everyday spending while earning even more rewards based on your banking relationship. Which categories do you spend the most in, such as gas, dining, online shopping, or travel?“
-✅ Lead with their status. ✅ Connect the card to additional value. ✅ Use discovery questions.
What are three effective discovery questions you can ask to uncover Family Banking opportunities?
A.Do you have children or grandchildren you'd like to start teaching about money management?
B. How do your children currently receive allowance, birthday money, or money from family members?
C.Have you thought about introducing your children to banking and saving before they become teenagers
D. Do your children have upcoming expenses or goals they're saving for?
A business client is ordering checks and says they use them to pay employees. How would you refer to ADP?
A.Discovery Questions:
B.How many employees do you currently pay?
C.How are you processing payroll today?
D.How much time does payroll take each pay period?
E.Winning Response: "It sounds like payroll is an important part of your business operations. We partner with ADP to help business owners simplify payroll, direct deposit, tax reporting, and employee management. Many clients find it saves time and helps reduce administrative work. Would it be helpful if I introduced you to an ADP
A client comes in asking specifically for a personal loan. What questions would you ask to uncover the best borrowing solution?
What are you planning to use the funds for?
How much do you need to borrow?
How quickly do you need access to the funds?
Is this a one-time expense or an ongoing need?
Would you prefer fixed payments or flexibility with repayment?
Do you currently have any available credit you're using?
A client is depositing a $1,300 check on the CSR line and is eligible for a Bank of America Rewards credit card. What would you say?
"While I'm processing your deposit today, I noticed you're eligible for one of our rewards credit card offers. Many clients enjoy earning rewards on purchases they're already making every day. Have you had a chance to review your offer yet?
-"Follow-Up Discovery: What card do you currently use most often?
-Do you prefer cash back or travel rewards?
-Would earning rewards on your everyday spending be valuable?
-✅ Keep it conversational. ✅ Invite interest. ✅ Avoid product dumping.
What information is required to open a Safe Balance Banking for Family account?
The parent or legal guardian will need: Child's full name Child's date of birth One form of identification for the child Social Security Number (SSN)ITIN Non-U.S. Passport
A client on the CSR line is purchasing a cashier's check payable to First Title….What is your process and how would you position our Home Loans partner?
"Congratulations! It sounds like you may be purchasing a home….One of the advantages of banking with us is having access to specialists who can help with future home financing needs and equity opportunities. I'd love to introduce you to our Home Loans partner as a resource before and after closing.“
-✅ Uncover the purpose of the cashier's check.
- ✅ Determine whether they're purchasing, refinancing, or investing.
-✅ Warm handoff to Home Loans.
A business client comes into order checks, and you notice a Business First Credit Card offer. What does the conversation sound like?
A."While we're taking care of your check order today, I wanted to ask many business owners use a business credit card to separate personal and business expenses, help manage cash flow, and earn rewards on everyday business purchases. How are you currently paying for business expenses?“
- How do you manage your day-to-day business expenses today? Do employees make purchases on behalf of the business? Would earning rewards on business spending be valuable? Do you ever have short-term cash-flow needs between receivables and payables?
You have a Preferred Honors client with a First Credit Card offer. How would you present the offer?
One benefit of your Preferred Honors relationship is that you're eligible for a 50% rewards bonus on qualifying rewards cards. I also noticed you have a pre-selected credit card offer available. Since you're already receiving enhanced Preferred Rewards benefits, this could be an excellent opportunity to maximize the rewards you're earning on purchases you're already making. What are you currently using for your everyday spending?
You uncover that a client has two children, ages 8 and How would you position Family Banking?
You uncover that a client has two children, ages 8 and How would you position Family Banking?
"Mrs. Smith, since your children are 8 and 10, this could be a great opportunity to begin teaching them financial responsibility. With Safe Balance Banking for Family, they can learn how to save, spend, and manage money while you stay connected to the account. Many parents find it helpful for allowances, gifts, and teaching good banking habits early. Would you be interested in learning more about opening accounts for your children?
Focus on financial education, parental oversight, and preparing kids for future financial success.
A client is sitting in your office and has a HELOC offer. What would you ask and how would you introduce your partner?
A.What home projects or major expenses are coming up?...Have you considered using your home's equity to accomplish those goals?
B.Have you explored options for consolidating higher-rate debt?
-"Based on what you've shared, I think it would be valuable to connect you with our Lending Specialist. They're the expert in home equity solutions and can review your options to determine what best supports your goals.
-"✅ Needs first. ✅ Solution second. ✅ Expert introduction third.