CUSTOMER
INTERACTION
INTERACTION
The process of listening and asking questions that help you understand the customer's wants, needs, and lifestyle.
WHAT IS GAINING INSIGHT?
This account typically earns interest and allows limited withdrawals.
WHAT IS A SAVINGS ACCOUNT?
This type of fraud involves convincing a customer to send money through deception.
WHAT IS A SCAM?
A security procedure that requires two authorized employees to be involved in or verify a transaction, process, or access to assets to reduce the risk of errors, fraud, theft, or unauthorized activity.
WHAT IS DUAL CONTROL?
The most important skill when a customer has a complaint.
WHAT IS LISTENING?
This type of question gets allows you to get commitment from your customer.
WHAT IS A BUY-IN QUESTION?
This government agency insures deposits up to applicable limits.
WHAT IS THE FDIC?
Never share this confidential customer information over unsecured channels.
WHAT IS ACCOUNT INFORMATION OR PERSONAL IDENTIFYING INFORMATION?
This procedure should be followed when a customer reports a lost debit card.
WHAT IS HOT-CARDING?
WHAT IS THE SERVICE EXPERIENCE?
This type of question usually begins with words like these:
What, How, Why, When & Who
WHAT IS AN OPEN-ENDED QUESTION?
This form is completed when a customer conducts a cash transaction over $10,000.
WHAT IS A CTR?(
DAILY DOUBLE
This Federal Law helps banks detect and prevent money laundering.
WHAT IS THE BANK SECRECY ACT (BSA)?
This regulation governs when deposited funds must be made available.
WHAT IS REGULATION CC?
Following through on a promise to a customer demonstrates this.
WHAT IS ACCOUNTABILITY?
This type of question allows you to clarify information while speaking with your customer.
WHAT IS A REFLECTIVE QUESTION?
The person receiving the proceeds of a check.
WHO IS THE PAYEE?
This form is completed when a customer has been a victim of fraud.
WHAT IS A PRE-SAR?
This policy outlines acceptable behavior and ethical standards for employees.
WHAT IS THE CODE OF CONDUCT?
This is where a customer can complete their own travel notice.
WHAT IS CARD PROTECT?
This type of question allows you to get at specifics when speaking with a customer.
WHAT IS A CLOSED-ENDED QUESTION?
A time deposit that usually pays a fixed rate of interest for a specific term.
WHAT IS A CERTIFICATE OF DEPOSIT (CD)?
Rapid movement of funds, large/structured cash deposits, transactions with no economic purpose, and evasive customer behavior are all examples of this.
WHAT IS A RED FLAG?
The process of opening, closing, and securing the branch according to established procedures.
WHAT ARE BRANCH OPENING AND CLOSING PROCEDURES?
You would place this type of hold for a re-deposited item.
WHAT IS AN EXCEPTION HOLD?