Teller Expectations
What is our monthly CXI goal?
10.0
What is the process when a client has an insight pop-up?
If the client is not interested after reviewing insight, close insight.
What would it sound like coming from a teller: If a client needs to update their KYC and are in just for a deposit transaction
Act it out
What is key in preventing fraud on the teller line? (multiple correct answers
Noticing the red flags in:
Carefully reviewing checks/C acct details
Client behavior
Filing the correct reporting
What are the Total Reward Tiers/amounts?
Silver $25K+
Gold $100K+
Platinum $500K+
How many insights are we expected to deliver each week?
50 per week- per teller
10 per day- per teller
Many answers to this one
What may be a reason we cannot save the KYC updates we made to a clients expiring primary ID?
- The second form of ID is also expired and needs to be updated as well
When you notice a known client has been depositing and withdrawing amount of $9K or $9.5K for two consecutive weeks, what should you do next?
WHY?
What is the rolling basis time to qualify a client to a tier, upgrade or downgrade them a tier?
90-days
What is expected of us if a client expresses a concern regarding our drive-thru, service and/or ATM?
Submit a complaint and service request to fix if we cannot troubleshoot the issue
What is the difference between a client not interested on an insight reviewed and a client not having time to further review?
A referral submitted- when a client doesn't have time please advise a banker will follow-up with them to further discuss and set up a good time to sit down and review.
Vs. declining the insight due to client interest in making any changes
If the client authenticated their debit card, you must request the ID (or main card) that needs updating on the system.
You may never leave your keys unattended or away from your person if not in a safe and locked area.
What is expected of a teller to review with a client regarding Total Rewards, while processing their transaction on the teller line?
Advise the client of the benefits of the Total Rewards and if they would like to see a banker for a few minutes to further review, schedule an appt or send the referral
What should you do when you are running late to work? and what should you do once you make it in?
Call Nicola/Bismely to advise you will be tardy and by how much time.
When you come in, submit your time.
What are key indicators of a good referral to your buddy?
The client is interested
The client has time to do so immediately and or soon
What may be the consequences of inaccurately updating a clients KYC?
A client request we deposit a check in their investment account. What are our next steps
Advise the client you will contact our partner (Jarrod) so they may assist as you will not be able to
When Total Rewards goes live, where can we make the changes to reflect their enrollment in Total rewards?
Self update: Online banking
Branch visit: sit-in with a banker to make the changes on EGDE
When you have doubts about a client transaction, but you know the client will get upset if you delay their request. What is expected of you to do next?
Discuss with your teller lead before making any changes and/or adjustments.
Apologize with the client for any delays and briefly advise why you will need to further review, if needed
With your teller lead/manager review, decline the transaction if needed
Why must tellers deliver insights and continuously provide referrals to their banker buddy?
Discuss
A client coming in through drive-thru, what do we do if they have expired information we need to update on their KYC?
Request the clients ID and a few more minutes of their time, advise you will update their KYC information while you process their transaction
As a teller, how may we report robbery to command center without using the phone? (Multiple answers)
Press our personal alarm pendants
Pull our bait money
Click under desk alarms
Click alternative room alarms
What are the Credit Card bonus percentages per tier?
Clients will earn a bonus on rewards earned on purchases made with a Program-eligible PNC credit card account when, at the time the bonus is calculated, they're:
To receive the credit card benefit, the credit card account must be in good standing when the benefit is calculated. To be in good standing, the account must not be revoked, greater than 60 days past due, charged off, or in bankruptcy status.
The bonus by tier is: