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Can you walk me through your closing procedures?
Secure Branch
Privacy Sweep
Security Check
Set Alarm
Immediately leave
What should ambassadors do if a customer comes into a Branch or Cafe with a Home Lending need?
Guide the customer to the Home Lending tile on APEX and let the customer drive their digital experience.
There is a practice within the branch of sharing keys and/or combinations outside of procedurally authorized standards. (True or False)
- False -
Who let the dogs out?
- Oh oh Oh oh Oh -
Can you identify where and which brochures/disclosures to provide upon a consumer account inquiry? If the inquiry was made via telephone, can you identify within how many business days the information must be provided?
The ambassador should state that the disclosures are printed from TouchPoint Sales & Service. Or, the associate can supply the actual disclosures: Reg DD Product-specific Disclosure, Schedule of Fees, Rules Governing Deposit Accounts (State-specific), Electronic Funds Transfer Disclosure (Reg E), Wire Disclosure, Privacy Notice, Any applicable buckslips or inserts (6 items plus buckslips)
They should also note that they have 10 business days to send copies of the disclosures by mail.
How many unopened headphones is the branch required to maintain at all times per ADA requirements?
- 5 -
What disclosure would you provide for a business account inquiry that you would NOT provide for a consumer account inquiry?
The ambassador should state that they would not provide the Privacy Notice, however they would provide FCRA/FACTA
A customer phones the branch to report that her cable bill was debited twice or a customer indicates that a deposit he made through the ATM was not credited to his account. What would you do?
Ambassador should warm transfer the customer to Customer Protection Resolution (CPR)
A Tier 1 inquiry occurs when a customer or non-customer expresses dissatisfaction with Capital One, one of our products, services, experiences or any Capital One Associate. (True or False)
- True -
Where should the ambassador go for additional information regarding escalation of Tier 2 complaints?
- Pinpoint -
You suspect that a customer over the age of 60 is being taken advantage of by their caregiver. What would you do?
Immediately report it to Customer Protection Resolution (CPR)
What would you do if you received a bomb threat in the form of a phone call, note or an abandoned item left at your location?
Call Global Security Operations Center (GSOC), Market Executive and Corporate Real Estate
In accordance with the Lost & Found procedures, what are the controls the branch must follow to properly store and secure items inadvertently left in the branch?
Branch must contact the customer to inform of the left item(s), log on the Lost & Found Property Log and store in dual control per policy/procedure