Column I
What does The FCA mean?
The Financial Conduct Authority
What two types of customer care flags are we able to raise?
Permanent and temporary
If customer mentions to us they're a victim of domestic abuse/violence but begs not to record that on our CRM we can make an exception and in that very specific case we do not need a care flag. True or False?
We ALWAYS raise a care flag if a new vulnerability is disclosed
What does RNIB stand for?
Royal National Institute of Blind People
The RNIB template to request documents in different formats is available on Salesforce. True or False?
False. It's available on Confluence
Approximately, how many days before a temporary care flag expires we would we reach out to the customer?
10 days
What are the two different types of Braille?
Type 1 Uncontracted and Type 2 Contracted
What is the largest font size RNIB can offer?
Up to 36pt
What can be offered to customers with poor literacy skills or those who are illiterate?
Audio
How do we know what charities/organisations we can recommend to customer's in difficulties?
We can identify them in our Signposting Knowledge Guide on Salesforce
What alternative formats can RNIB offer? (need at least three)
Braille, Large Print, Audio, Coloured Paper
By default, how should pre-contact (regarding temporary care flag) be completed?
Via outbound chat