PROCEDURAL
AH FAILS SSN BY ONE NUMBER PER PROCEDURE WHAT ARE NEXT STEPS?
COMPLETE SECOND LEVEL AND COMPLETE HSU
CALLER CALLS IN TO REPORT PASSING OF AN AH. HOW WOULD YOU RESPOND TO AH AND WHAT NEXT STEPS WOULD YOU TAKE?
Acknowledge in a meaningful way and get them to bct
Customer called in after she noticed zelle was no longer and option on her osa. She was upset with not being given a notice to prepare. How would you proceed?
Use simple language and explain why zelle is no longer an option and provide other mm options.
IN WHAT WAYS CAN YOU CUSTOMER REQUEST IN A SIMPLE AND COMPLETE WAY?
• Appropriately use tools and
resources to take action
• Address immediate and underlying needs
• Low effort during and after the
interaction
• Offer self-service options
• Give accurate and complete
information
• Provide solution options
• Follow business strategy or
processes
CUSTOMER STATED TRANSACTION WAS DECLINED - WHAT PROBING QUESTIONS WOULD NEED TO BE ASKED?
WHERE WAS AH? HOW MUCH WAS PURCHASE? ANY OTHER ISSUES WITH DEBIT CARD? PHYSICAL OR TAP PAY? LIMITS? WHEN DID TRANSACTION TAKE PLACE?
Customer is changing their address to 6767 67th st. Blue Biller, New Mexico. 46367. Apt B9. What procedure should you review?
Profile Information Updates Deposits/BFU/Retail Branch Procedure
Authentication and Verification Deposits Procedure
AHCI NEEDING A TRANSACTION HISTORY LETTER FOR A NEW HOME SHE IS PURCHASING. SHE NEEDS IT FOR THE LAST 2 MONTHS. HOW WOULD YOU RESPOND TO AH WITH REQUEST?
FOCUS IN ON AH REASONING SHE NEEDS THE LETTER AND CONGRATULATE AH ON NEW HOME PURCHASE. PROCESS LETTER GENERATION.
CUSTOMER CALLED IN WANTING TO OPEN A NEW CD. WHAT ARE NEXT STEPS?
ADVISE DB IS NO LONGER OPENING ACCOUNTS ALL NEW ACCOUNTS WILL BE OPENED UNDER CAPITAL ONE. DIRECT THEM TO CAP ONE FOR FURTHER ASSISTANCE (PHONE OR WEBSITE)
Customer wants to transfer money to an external account via ACH. How should you respond?
Offer self service options and guide ah if needed
IN WHAT WAYS CAN WE LET THE AH KNOW WE UNDERSTAND THE REASON THEY ARE CALLING?
• Ask open ended questions
starting with “how”, “what”,
“when” and/or “why”
• Find out the facts throughout the
conversation
• Confirm you understand needs
before solving
• Identify if there are future or
underlying needs that should be
addressed
CUSTOMER FAILED VERBAL PASSWORD AND SECOND LEVEL VERIFICATION. PER PROCEDURE WHAT ARE NEXT STEPS? WHAT PROCEDURE?
AUTHENTICATION AND VERIFICATION DEPOSITS
ADVISE CALLER NO ACCOUNTS HAVE BEEN LOCATED AT THIS TIME AND TO CALL BACK
WHAT IS THE BEST WAY TO SHOW ENGAGEMENT WITH A CUSTOMER INQUIRY?
• Use voice inflection and energy to show engagement
• Sound natural and sincere
• Adjust to the customer’s vibe
AH CALLED IN DC NOT WORKING FOR PURCHASE YOU NOTICE PIN ATTEMPTS EXCEED IN P1. WHAT ARE NEXT STEPS?
2ND LVL
CLEAR PIN ATTEMPTS
ADVISE TO RESET PIN NUMBER
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure
Customer stated they spoke to someone about their CD and the call got cut off. The call was ten mins and the customer wants you to finish. What is do you do next?
Check the note and ask probing questions. Complete verification and procedure steps
AHCI to set up maturity instructions for her cd. AH wants to add $5,000 to cd from a preexisting external account via ach. What are next steps and what acknowledgements could you use?
CD Renewal & Maintenance Deposits Procedure
Authentication and Verification
AHCI TO UPDATE LAST NAME - WHAT ARE YOUR NEXT STEPS TO HELP THE CUSTOMER INQUIRY?
RECOGNIZE IMPORTANT MOMENT
RESPOND IN A MEANINGFUL WAY
FOLLOW PROCEDURE FOR HSU UPDATE
AHCI very frustrated due to zelle payment not being posted to her account. After review you find her email address is not enrolled as a token. What are your next steps?
Acknowledge AH frustration and use simple language to explain why payment is not received and provide next steps for ah to self service to enroll email as token
AHCI AND NEEDS TO CLOSE CD EARLY AND WANTS TO KNOW HOW WE CALCULATE EWP. WHAT ARE NEXT STEPS?
ASK PROBING QUESTIONS TO DETERMINE IF EWP APPLIES
REFER TO RATE SHEET AND
CD Early Withdrawal Requests Deposits/Retail Branch Procedure