True or False
We should proactively offer to transfer a client (even if they aren't requesting to speak with that area).
False
Please do not proactively offer this unless it is required per procedure or the client requests it.
The customer received an email from the bank about adding Apple Pay to their card that they did not authorize.
No
Visa Token Life-Cycle Management - Delete / Suspend Token | Acadia
Follow PRO 8566 to delete token, verify clients mailing address and confirm that it has not been added/changed/updated in the last 30 days (if it has, they must pass HRA), and call ASC requesting a B&R
What are the Truist values?
Trustworthy, caring, one team, success, and happiness.
What does CMI stand for?
Compliance Monitoring Indicators
Define AHT
Average Handle Time
You cannot log off work 2-3 minutes before your shift ends.
True.
You must stay in available status and online until the end of your shift AND/OR when your last call is completed.
The customer was having issues with receiving the PIN for their new debit card. The agent was able to assist the customer in verifying their identity and adding the card to their mobile wallet.
No
Verifying the address was a good next step. After you can call consumer care to speak on behalf of client and resolve their concern with their pin.
What is a 401K and how much does Truist match for the 401K contributions?
Employer sponsored retirement savings program and 4%.
Which regulation protects clients with disabilities?
ADA 1
Are we exceeding in this area as a team?
Yes, currently 7/13 teammates are exceeding goal.
OSAT and FCR will be a focus in September.
True.
FCR improved but we still have had opportunities in this area for 2 months so this month it will be a focus.
The customer inquired about the balance of their checking account. The agent provided the balances for the customer's checking accounts and savings account. The customer then requested to transfer $200 from their savings account to their checking account.
No
Complete for client per PRO 6189
The customer wanted to update their debit card information to use with the Cash App, a third-party application.
What probing questions could you ask? (Not for points)
What can you do to assist client and avoid transferring to consumer care?
What did he need updated? What issues are they experiencing with cash app and their card? Are they simply trying to add the card? What error are they seeing?
After getting answers to probing questions using google to assist the client with getting the card added correctly to cash app.
Compliance monitoring places a critical role in Truist's ______ management strategy.
Risk
How would you describe someone who is successful in AHT?
Hint: just one word
Efficient
You can complete funds transfers in client central.
True
Client Central - Deposit Account - Funds Transfer - Care Center | Acadia
PRO 6189
The customer was having issues setting up their online banking login. The agent helped the customer create a new user ID and provided instructions on how to sign in and change the temporary password. The customer had an additional question about an offer to earn $400 for opening the account online.
No
We would look up the offer and check the details for the client.
Truist Promotions Center - Online or Digital-Only Offers | Acadia
PRO 8707
CSBB Offer Information - Client Contact Center
What is the definition of participation rate and what is our participation rate goal for September?
For each metric, is it's the percentage of teammates that are exceeding goal and 75%.
Authentication pertains to which CMI regulation?
Privacy 1
How often can your AHT peer target goal change?
Daily
We can offer to get a supervisor on the line.
No
We should only be transferring to CFS if a client requests a supervisor AFTER FULLY ATTEMPTING TO DEESCALATE or if the scenario requires it per Acadia. We cannot proactively transfer to CFS outside of this.
The customer was trying to set up an automatic payment for their Georgia Power gas account with the gas company. The customer mentioned providing their account information and needing a voided check to complete the process. The agent transferred to consumer care.
No
We would walk the client through the process of accessing the voided checks in their OLB.
Mobile - Direct Deposit Form | Acadia
PRO 7946
What is CEO Bill Rogers alma mater?
UNC
What regulations protect clients as it pertains to filing a dispute and blocking a compromised debit/credit card?
Hint: more that 1 regulation
REG E 3, REG Z 2, and UDAAP 2.
Although AHT peer target goal varies for each teammate what was the AHT group target goal?
530