Helping you, help yourself: Verbiage suggestions/what to do
Where to direct a customer who calls in for their account balance.
What is: Online banking or telephone banking
Customer states: 'I'm seeing this weird transaction that I didn't do on my account, do you have the phone number for this company?'
What is: No, we are unable to provide phone numbers that do not belong to FMB or our associated affiliates.
Customer states: My debit card was stolen and I need a new one, what can I do?
Question: what's HUB article name where you'd find this information on what to do?
Bonus: What should the customer be told?
What is: ATM/Debit card ordering.
BONUS: You can visit your local banking center. What's your location and I can see if your local banking center can create you a new one on the spot, or I can have one mailed to your address.
These are the creators of the Marvel Universe
Who is: Stan Lee, Jack Kirby, and Steve Ditko
This agent's favorite color is black
Who is: AJ
Customer states: "help, I'm trying to get my account balance from this telephone, but it keeps routing me to you!"
What is: Verify, provide account balance, then validate the phone number the customer is providing and ensure IVR is not blocked/locked out.
Customer states: 'I have a CD that is maturing soon, do I need to come in to do anything? What's the new rate going to be?'
What is: 'You will have 10 calendar days from the date of maturity to complete any changes. If no changes are made, the CD will roll over to a rate of xx%. To make any changes, you will need to reach out to the banking center. I can connect you with one now if you'd like.'
Customer states: 'There's an ACH transaction on my account that I don't recognize, what do I need to do to protect myself?'
Question: What is the name of the HUB article
Bonus: What should we tell the customer?
What is: Credits Only
BONUS: 'I need to reach out to a back office to get your account(s) placed on credits only. This will make it where only pre-approved transactions will be able to be withdrawn from your account. You will still receive any deposits into your account. If the transaction has posted, we can begin a dispute for you.
Two siblings is how many this agent has.
Who is: Haley
Customer states: "I think I forgot my password, could you help me?
What is: assist with password reset then provide how to get to self recovery options.
Customer states: 'I've updated my house insurance, where do I send that information to?'
What is: insurancedocs@ihaveinsurance.com
Customer states: "I have one of those HELOC accounts. I'm wanting to transfer from that account to my checking account.'
Question: What is the name of the HUB article
BONUS: What additional steps need to be completed?
What is: Loan Advances
BONUS: Additional piece of information. 1 piece if calling from the number on file. All 4 pieces if calling from a number NOT on file.
This agent has just two sisters.
Who is: Jon.
Customer states: "I need my statements from the last 6 months."
What is: Offer research request with cost included, then steps on how to view statements on their OLB, if they have it. If they don't have OLB, offer to walk through olb enrollment, and how to get statements. -- Alternatively, could refer to banking center if customer denies research request -- would need to advise printing cost as well.
Customer states: 'Help! my debit card isn't working and I need it working RIGHT NOW!!!' (only first step of what to do)
What is: Check debit card history in Horizon and Intercept to determine code/reason and work from there.
Customer states: 'I accidently sent money to the wrong phone number. You need to fix this NOW!!!'
Question: What HUB article would you find direction in for this issue?
Bonus: What verbiage should be used?
What is: Zelle Disputes
BONUS: 'If the transaction has posted, I can start a dispute for you. If it has not posted, I cannot start a dispute yet. You may still be able to cancel the transaction through your Zelle in our app.' (walk through cancelling a zelle.
This agent is one smart cookie with a bachelor's degree in graphic design.
Who is: Lindsey
If a customer has this, they are unable to complete the self-recovery options to unlock their personal OLB.
What is: a land line telephone.
Customer states: 'Are ya'lls part of that FDIC stuff? What's it mean and where can I get more information on it?'
What is: FDIC stands for Federal Deposit Insurance Corporation which is an independent agency of the United States government that protects customers from the loss of their deposits if an institution fails.
Customer states: 'I have a mortgage loan with ya'lls and I got this letter in the mail. It says something about my mortgage payment is increasing, ya'lls can't do that!!!'
Question: What term is the customer describing?
Bonus: Where would it be found in the HUB
What is: Escrow analysis.
Bonus: Loan Escrows
This agent was the sole graduate of their high school.
Who is: Krista