FINANCIAL WELL BEING
This CXI driver focuses on connecting customers to solutions that improve their financial well-being
What is positive financial well-being
Complete the phrase: "I'm glad you called. I'm _____ to help."
What is Happy?
A customer says, "I've already explained this twice." The first thing you should do is this.
What is acknowledge the frustration and apologize?
These three letters stand for the measure of customer experience.
What is CXI?
This banking term refers to cash that can be withdrawn immediately from an account.
What are available funds?
A customer frequently overdrafts. Introducing overdraft solutions would be an example of?
Financial Well-Being
This simple action helps your voice sound warmer even though the customer cannot see you
What is smiling through the phone
A customer is nervous about recent banking changes. Your first step should be this.
What is listen and acknowledge concerns?
This CXI driver ensures the customer's issue is fully addressed before ending the interaction.
What is Problem Resolution?
This type of account is commonly used for everyday spending and debit card purchases.
What is a checking account?
Tur or False: Financial well-being conversations should only happen on savings accounts?
False
Name one hospitality behavior used to create a welcoming experience.
What is using the customer's name, empathy, ownership, or thanking the customer?
A customer needs a service another department handles. The best experience is often providing this.
What is a warm transfer and/or direct line
Customers often rate this highly when they don't need to call back or repeat information.
What is Made It Easy?
This service allows customers to deposit checks without visiting a branch.
What is mobile deposit?
Name one resource or option that can support a customer's financial well-being.
What are savings opportunities, online tools, security features, account features, or financial wellness resources?
This statement demonstrates hospitality: "I'm glad you called today. Let's _____."
What is walk through this together?
Before ending a call, you should confirm this to strengthen
What are resolution and next steps?
Providing customers with choices instead of a single solution improves this CXI driver.
What is Provided Options?
This banking tool helps customers monitor spending, pay bills, and transfer funds electronically.
What is online banking?
The best financial well-being conversations are those that are ______ to the customer's needs.
Relevant
This is the first thing customers form within seconds of hearing your greeting
What is a first impression?
This four-letter September challenge reminds agents to use Hospitality, Ownership, Positive Solutions, and Expectations.
What is HOPE
True or False: A customer can have their issue resolved and still provide a low CXI rating.
What is True?
This is the document that outlines fees, terms, and account requirements.
What is an account disclosure?