Refer a Friend
How does refer a friend work?
A current Member - refers a NON Members to open a checking account.
How would you start a work email?
"Good afternoon"
"Good morning"
"Hello XYZ"
How much is the Skip a Pay fee?
$35.00
If you are not confident in your answer to a Member, what should you do?
Such as you "think" you know the answer.
Ask your ABM/BM or message into the teams to see if anyone knows the answer.
There is no harm in verifying. We rather verify then give out incorrect information.
Do we offer rep payee accounts?
Yes
This is an account where typically a parent or guardian handles social security for a disabled person.
Documentation is required to open a Rep payee account
Who qualifies for the $50.00 Amazon Gift Card
The referring Member and the new Member who qualified to open a checking account.
How should you not address your peer?
"What up Unc", "What up Big Dawg"
"Hey Auntie"
"You did this wrong", "You messsseddd uuuup"
"Don't do that", "EW"
Member is paying off their Vehicle loan. Are we charging the title fee?
Depends
Electronic Title - Yes - $35.50
Paper title / Dealership / FI - No
Why is greeting and observing who is in the building so important?
Safety.
When you greet Members, they know you have seen them and are paying attention to who is in the building.
This helps prevent robberies. As well as ensures you know who is at each station, in the offices, and lobbies incase of emergencies/robbery.
It is not an IF, it is a WHEN.
What type of business accounts do we offer, and where do you find their required documents?
* Sole Prop * LLC
* Corporate / Non Profit
* Association/Club
* Partnerships
** You can find required documents on our website, as well in the business document on the BH
Does a teen account qualify for a refer a friend, if the parent is an existing member?
Yes
What is not appropriate conversation in branch?
"Religion"
"Politics"
"Inappropriate jokes"
"Intimate relationships"
What qualifies a Member to deposit a 3rd party check?
What is the MAX amount the 3rd party check can be made out for?
* Existing Member / 6 months
* Depends on account type
* Good standing Member
* Recourse to cover check
* Max $5000.00
Why is it important to routinely check your outlook calendar?
To know when meetings/appointments are happening.
To know when a task needs done.
To know what is happening throughout the day.
Do we retain any documentation for trust accounts
Nope. We have them fill out Certification of Trust, and that is all we retain.
How much is your refer a friend incentive?
$25.00
What should be in a work email?
Emails should be informational, question seeking, clear and concise information.
EX) If responding to an error -
"Hello XYZ, thank you so much for bringing this to my attention, I apologize for not reading the account notes. In the future I will ensure that when transacting on all accounts - I am thoroughly reading comments on the front screen, and account notes."
We want to be polite, clear, understanding, professional. Always think - Is this an email you want executive leadership to see?
If a Member has a comment stating "Delinquent loan / Call Member Solutions" - what should you do?
* Verify what the Member is trying to achieve, and then call Member Solutions to verify we can assist the Member.
What should you gather before checking a person in to sit with someone?
* Their name
* The purpose of their visit
* Current Member? Acct #
* Is there a loan on the account - this would stop a joint from being added
* What type of account are they looking for? Do they need additional documents?
How would you navigate a Member wanting to add a POA?
* Ask them if they have original paperwork, let them know that it needs to be reviewed
* Get a copy
* Scan their ID
* Gather their Phone/Email
If someone is already on an existing checking account - would they qualify if they opened up a sole checking account?
No.
Refer a friend is only for NON members who open a checking account. And referrer cannot be on an existing account, and added to new membership account.
What kind of conversations should there be when Members are in the lobby?
"Work" *8 Transactional Conversations, or Help with a Member need, Procedure
*** We should keep conversations to a minimum when Members are in the lobby. No loud conversations, no laughing or joking around. As this can make Members feel like we are talking about them, or laughing at them.
What would you do if a Member wanted to Payoff but not close their HELOC, how would you calculate that with the Loan Payoff Repgen?
* You would run the Loan payoff RepGen, and subtract the recon fee from the payoff amount
When should you be in dual control?
Dual control means all you both are watching one another and the task you are doing. No backs turning, no side conversations. Your simply paying attention to each other and the task.
* When counting Members cash and they are not present
* Emptying & Filling the TCR / Auditing
* Counting Vault / Counting Large Deposits
* Night Drop
What kind of checks can you deposit into a sole prop business account?
Checks made out to:
The individual
The business
* This is the only account type that can have checks made out to the individual