Systems
the system used by agents to submit an application for a potential customer
What is Atlas.
This product would be best for a customer who would like to invest funds for a specific time at a fixed rate
What is a certificate of Deposit or a CD
CLBO call opening (the full thing)
What is:
thank you for calling DB my name is ___ in phx may I have your F/L please
the four pillars that make up a HERO
what is helpful, engaged, resourceful, ownership
next steps verifying a new applicant that fell under app fallout status CIP
What is run tools - run innovis/accurint
we use this system first to verify identity of our potential customers
what is Innovis
what product would you recommend if I needed to save but also have quick access to my funds
what is a Money Market Account
Savings rates- with a debit card/checks
in the three part acknowledgement, this comes after a power word
what is an appreciation statement or validation
name of the survey that Discover Bank scored 2nd in genuinely appreciated the customer
What is JD power
an application fallout status that is being reviewed by our Sanctions teams and will be proactively work in 2-3 BD
What is OFAC
the system customer's can use to send documents to us securely and quickly
what is secure document upload
rewards for for my every day purchases
What is Cash Back Bonus
Fill in the blank
crucial information or agreement to information is important - that is why we must read ALL disclosures....
What is Verbatim
Putting yourself in the customer shoes is linked to this pillar of HERO- and why?
it shows the customer we are understanding of their situation and WANT to assist them in a solution
this happens to applications that have been in the system greater than 30 days
what is they are expired
A third party system used to verify customer's past checking account history and worthiness for a CBD account
what is Check Systems
the funding options for a new application taking online
what is ACH, internal transfer, wire transfer or mailed check
When in doubt fill it out..
What is Customer Complaint and Feedback
True or False - Being a HERO in your calls requires a big life changing moment or a huge impact to the customer experience.
FALSE.
*we treat you like you'd treat you.
checking the customers old profile for differences is a great way to be helpful in resolving this app fallout tray
What is a de- dup
All information that needs to be confirmed with a caller before disclosing an application?
What is
First and Last Name, Address -Full Social-Mother’s Maiden Name-Email Address-Phone Number
Accounts that receive a debit card with their welcome kit
What is CBD accounts-
Recently implemented due to customer feedback. MMA do not get cards automatically sent
the 4 crucial must have in quoting rates
timestamp, Annual Percentage Yeild, subject to change, term
in a de-deup situation,give your explanation of why a applicant needs to reapply and how to avoid the de-dup- assuming they are verified and you can disclose the application
What sounds like
I understand this may be a little extra work, but I can assure you this is intended to help keep your identity safe and make sure we are opening accounts with the most accurate information. I am happy to help update the info or work the other department to get this fixed.
give your talk off for an application that was been status declined
what sounds like:
I was able to find your application, at this time we were unable to approve your account, you will receive a letter in 5-7 BD with specific about this decision and how to dispute it if you choose