Solution Center
Client has ACH payments set up & now wants to cancel it, What path do you use?
Cancel an Automatic Payment
We can only file complaints for our clients
True or False?
False. We are actually able to file complaint for third parties
Client wants you to send them duplicate statement however we can only send them statements going back the last year. True or False
FALSE.
A lien can be released by signing and mailing a paper title, releasing an electronic lien, or mailing a lien release after payoff. True or False?
True
Can we set up auto pay for client in the online/mobile banking?
No. However we can send self service options or Co-browse to assist with the self service option.
or Send ACH form.
"Hi I paid my loan off and I am trying to figure out when I am going to get my title, can you please help me",
What path do you use to provide the client information on this?
Manage a Collateral Release
If a complaint is Captured while completing a Bolt service request, we need to ensure that we file it in the CQC tool as well. True or False?
FALSE. When capturing a complaint in Bolt service request, we do not have to capture in CQC tool, that would be considered an Over Capture.
How long will the client receive their Paid in Full/Thank You Email & what information does it provide to help the client moving forward?
a Paid in Full/Thank You email three (3) business days after the payoff is posted to the auto loan.
Email includes: includes timeframes for the release of their lien, the release process based on their Doc Type and title state and informs the client of any action they need to take to remove our lien with the state DMV
An authenticated spouse who is NOT located in a prohibited state, is calling in to obtain a lien release on a closed account. Are we able to assist?
No. If the spouse is not listed on the account, the Borrower will have to call in for us to submit the request.
Can the client access the payoff quote in online banking?
Client is trying to figure out why they never received their overpayment check. You apologize & issue them a duplicate check.
What path do you use to assist?
Identify and Reissue the Payoff Overpayment Refund Check
Always capture all complaints identified when escalating to a leader.
True or False
False: Do not capture the complaint that is related to the escalation. Capture any complaints you were able to resolve prior to escalating
a client is calling to report a fraudulent auto loan account, we are going to submit a request to report the account, what path do you use?
Identify and Escalate Unusual or Potentially Suspicious Activity
How long does the bank takes to issue the title to a client located in Florida with a DMV Title?
when should an agent use a client’s online log-in credentials to access the client’s Online Banking profile?
NEVER. we could co-browse, however, At no time should an agent use a client’s online log-in credentials to access the client’s Online Banking profile.
A client calls in to report a deceased client.
What path do you use to assist?
Handle Deceased Notification or Inquiry
Client ask "hi if you could take down my number just in case the call is disconnected because I already had to wait 40 minutes to get in touch with you, I do not want to wait again."
Is this considered a complaint
Yes.
the title will be received from the Secretary of State after receiving a letter that will state that Bank of America has released the lien.
What title am I? In what State?
title : ELT
state: Michigan
If a client located in AZ has an ELT title and would like for us to send them a lien release, what would be our next steps to advise the client to receive it?
The lien is released electronically but the DMV does not issue a paper title. The title remains electronic at the DMV. The payoff party contacts the DMV directly to obtain a paper title.
Share your screen & show the team.
Manage External Funding Accounts for Bill Pay - Self Service
The client is having troubles managing payments from their Bank of America Card in online/mobile banking. You are to assist the client on how to do it themselves....
What path do you use to assist?
Manage Bill Pay Payments in Mobile or Online Banking - Self-Service
"I am unable to make principal payments on my Mobile App, this is ridiculous. It is not allowing me to do so! I am so upset, someone needs to fix this"
Why is the client unable to make principal payments on the app?
Because you can only make principal payments on online banking! You will not be able to make them on the Mobile app.
For what title and state a lien satisfaction document is overnighted to the Department of Revenue when the title is released to the payoff party?
State: Tennessee
What type title(s), Once the client receives the lien release in the mail, the client must provide it to the DMV to remove Bank of America as a lien holder to receive a free and clear title?
Choose all that apply:
- TTL
- DMV
ROCK PAPER SCISSOR SHOE? TEAM LEADERS!
Best 2 out of 3!
Sorry - brain fart!