Key Pro
Make every effort to warm-transfer a caller to another servicing area with the exception of the following situations: Give one out of three situations.
Exception: Escalation Line
Examples: service providers, insurance providers
KeyBank Enterprise Fraud Services identified some instances where impacted Consumer Credit Card Account and/or Consumer Deposit Account disputes were not appropriately credited for claims, fees and/or interest, when applicable. As a result, KeyBank will refund impacted client account(s). The time frame of disputes being reviewed for this remediation is 2017 through 2022 related to consumer accounts only (not Small Business or Commercial accounts). When did we started mailing out letters regarding this?
June 20, 2023
In line with ATM/Debit card conversion, the maximum number of Debit Card purchases you can make will change from 20 to 30 per day. When was this effective?
August 05, 2023
QUALITY REMINDER: OLB SSO - How many online banking self service options were provided?
8
What is the mobile deposit limit for Consumer - Deposit Account - Non Relationship accounts
$7,500 in any 30-day rolling period
The Refer-a-Friend marketing promotional program is paused and unavailable. If a client attempts to refer a prospect, the client will receive a message stating that the program is unavailable at this time and will be unable to refer connections. When was this alert published?
May 30, 2023
KeyBank will convert debit cards to a new processor, which will impact all card types, including Laurel Road, HSA and Business/Small Business. When will the ATM/Debit card conversion be effective?
September 09, 2023
QUALITY REMINDER: Proper Hold in Chat/ Call - Fill in the blanks, Always state the _________________, inform the callers what the hold is for.
Reason
Give one out of two restriction on accepting a social security number (SSN) as an identification point.
On Wednesday, July 26, the Federal Reserve raised interest rates at the conclusion of the FOMC Meeting. Effective July 27, 2023, the Prime Rate will increase .25% to what percentage?
8.50%
The scheduled ATM withdrawal limit and Purchase limit reset has been moved to September 9th. What is the standard limit that come with a Key Bank Enhanced Debit Master Card?
$500.00
QUALITY REMINDER: Branch Appointment - what three metrics are we addressing when we attempt to schedule a branch appointment for our clients?
NSS, NPS and FCR
Fill in the blanks - When we approve a credit card application, we mail a Welcome Kit to the account's statement mailing address within _______________.
10 days of approval
Fill in the blanks, Effective _______, Key will no longer offer new Responsive Line of Credit (RLOC) debit access cards and will sunset all existing cards on Oct. 1st.
July 31, 2023
Fill in the blanks. This August, Key will launch Early Pay. For consumer clients, this new service will provide access to eligible direct deposits in advance of clients’ scheduled pay date – up to _____ days sooner and at no cost! .
two days
QUALITY REMINDER: Bypassing OTP - give one definition of failed OTP.
incorrect code provided after sending OTP.
phone number recently updated, and that phone number failed in Lexis.
failed in Lexis Nexis
What happens to a CRC overpayment?
We automatically deposit CRC overpayments into the client's checking account.
During the recent relationship pricing changes that occurred at the beginning of July, some consumer clients who have a KeyBank CashBack Rewards credit card may have been given a 1% cash back rate on transactions prior to 7/7, instead of the 2% rate.
Impacted clients will receive a one-time adjustment on their Credit Card to refund any missing cashback owed to the client. This adjustment will appear as "Adjustment due to program updates on July 7, 2023". There is no need for you to submit a Quest service request for the adjustment. When will impacted clients receive their one-time adjustment?
July 31, 2023
When selecting root cause category in creating a service request for client concern and complaints, what is the interpretation of "Missing or Unclear Oversight and Accountability"?
Procedures are unclear as far as who should be assisting the client.
QUALITY REMINDER: KeyPRO Utilization - give one benefit of using Key Pro.
reduces our AHT
prevents us from having auto fails
efficiency in call handling helps us get more Promoters