Verification
How many out of pocket questions do you need for initial verification?
1
How many times you should say the members name during a 5:00 minute call?
3- Beginning, middle and end
Do you need MOD approval to give a member #?
Yes unless branch # is 54.
What steps should you follow ( resources) to get an answer to a question for a member?
RIC
TEAMS
MOD
The due date for a visa is a good out of pocket question? True or False
False
Representative uses the member's name 5 times during the beginning of the call? Did they meet expectations?
No
What do you need to release an SAC code?
Initial verification plus 2 additional oops and MOD approval.
Can we lift a delinquent warning if the payment is made externally?
Yes
At what age can you get a debit card?
16
What do you need to mail out a new card?
2 out of pocket and *address on file
** Has not changed in last 30 days
If a member is putting a travel order on their card...what question would you ask?
Is this business or pleasure? Are you going with family? Have you ever been there?
What would you do if partial information was given for vehicle year, make and model?
Call MOD for exception if it is not exact.
A joint member calls about the visa on the account? What should you be looking for?
That their name record indicated the loam number next to it.
What should a good closing statement include in it?
Is there anything else I can assist you with?
Name
Parting remarks
When bringing up an account what should always look for?
Password in blue
At what age are you not charged the 10% penalty for an early withdrawal from your IRA?
59 1/2 years
DAILY DOUBLE:
Name 2 reasons why you make the following statement to a member.
Mary, would it be okay if I put you on hold for a few minutes while I get and answer about your xxxxx?
1. It lets the member know what you are doing.
2, It also signals the member that you will not be able to hear them if they ask questions while on hold.
What do you need for verification if emailing account documents to a member?
Two out of pocket question and email address is accurate and has not been changed in the last 30 days.
Someone calls in asking for the routing number?
What might you say to them?
" Let me look into that for you? What is your name? Thanks ...... How are you today?
What do we need to lift a rule for a member on a card?
2 out of pockets and approval
Once a beneficiary has verified their information what can you tell them on the account?
NADA
NOTHING
ZIPPO
DAILY DOUBLE: WINNER IS DECIDED BY PANEL VOTE
Give an example of a close that includes all components and uses one of our core values.
DAILY DOUBLE: WINNER IS DECIDED BY PANEL VOTE