Complaint 1
FDT/Rate/Service
FDT/Rate/Service
YES OR NO
Do We Run The FDT, For The following Reasons?
Annual Maintenance Fee
Direct Refund Request
Indirect Refund Request
Allegation Of Bank Error
YES
ANNUAL MAINTENACE FEE.....If the client is calling in to close their account and the primary reason is due to the annual maintenance fee.
DIRECT REFUND REQUEST........ Please remove the fee. • Can you refund the fee? • Can you get rid of the interest for me? • How can I get it refunded? Direct refund request
INDIRECT REFUND REQUEST......... I’m not going to pay that fee. • I feel this is unfair and will close my account.
ALLEGATION OF BANK ERROR........ • The bank made a mistake. • This fee was charged due to an associate error
Before submitting your complaint, What Should Your Documentation Include?
Answer:
What The Client Said
What You Found Out
What You Did And Advised
Fill in the blank:
Part of CIP when opening a deposit account is to ask the client for the physical and mailing address and confirm the ____________ address matches the address in the ____________ Address field on the Customer profile.
Please Select One Option
A. Mailing / Mailing
B. Physical / Physical
C. Mailing / Physical
D. Physical / Mailing
Correct Answer:
Confirm the "Physical Address" matches the address in the "Physical Address" field on the Customer profile.
PATH:
Open a Consumer Deposit Account....Located In The "Customer Tab"
A complaint is considered __________ if no additional action from the bank is required to resolve the client’s concern(s) and the resolution has been communicated to the client.
Its The Type Of Electrical Current That Travels One Way Only?
A. What is a Direct Current
B. What Is Conduction
C. What is Alternative Current
A. What is a Direct Current
Would you run the FDT Tool For The Following Scenario?
YES OR NO
The client alleges they received an interest charge for purchases; they have a promotional offer of 0% on their card, but it’s just for balance transfers. They don’t understand why they received an interest charge.
Correct Answer.... NO
You wouldn’t run the tool. Based on the information the client has shared, they haven’t asked directly/indirectly for the interest.
True OR False
Examples of when NOT to capture the complaint are the following
•You’re on the phone with the client and the call drops mid-conversation or there’s no client on the line (ghost call).
•You’re aware of a high hold time, but the client never expressed a complaint about the hold time.
•You need to transfer the call, but the client never expressed a complaint about being transferred.
Answer- True
Is This A Complaint?
Yes Or No
Client expressed concern that they applied twice for card, when they were only intending on applying once.
Correct Answer.... Yes
Complaint Definition:
A concern or grievance regarding a bank product, service or employee conduct.
If you have resolved the client’s complaint real time on the call by acknowledging and educating the client, you would select ______ to the Resolution Question in CQC (if prompted)
Answer- Yes
One Inch Equals 2.54 of These?
A. What Are Liters
B. What Are Millimeters
C. What Are Centimeters
C....What Are Centimeters
YES OR NO
Client states:
I just made a $50 payment to ensure I wasn’t late, but I didn’t get my statement to know what payment amount was actually due
( I confirmed it’s NOT paperless).
Would you run the FDT Tool?
Answer: Yes
You would run this as a bank error. They didn’t receive the statement
Once a repeat complaint is validated, What Should We Do?
A...Ask probing questions to understand if there’s an active issue.
B...Review the service requests, complaints and contact history for supporting details related to the issue.
C...Check other applicable systems of record to determine root cause.
D... All The Above
D- All The Above
TRUE OR FLASE
When completing a second account opening for a client you state
"I have the same address you just confirmed."
This would meet the CIP/CDD requirements.
Correct Answer: False
When capturing an Employee Misconduct complaint, the name and ____ must be documented. If this information is not available, then that fact must be documented instead.
Answer- Location
They Are The Organs At The Heart Of The Respiratory System?
A. Liver
B. Lungs
C. Pancreas
Correct Answer....Liver
A Client is unhappy with the interest rate on their BOA travel Rewards Card. After going over all the options, They Wanted To Speak With A Manager.
Your Manager isn't Available And Ask You To Set Up A Call Back.
Select The Best Choice Below.
A. Enter The complaint Marked As Resolved Since Nothing More Can Be Done And Submit The Escalation.
B. Don't Enter The Complaint. Leave For Your Manager To Enter And Submit Escalation.
C. Enter The Complaint Marked as Unresolved And Submit The Escalation.
D. Enter The Complaint Marked As Unresolved And let The Resolution Team Contact The Client
CORRECT ANSWER ....C
The "Bar Has Been Raised" and we are expected to fully understand all pain points and demonstrate we've taken action to resolve each concern.
Why Is This Statement So Important?
A. Your Focus Must Be Dedicated To Getting It Right On Every Interaction.
B. Your Focus Must Be Dedicated To Getting It Right The 1st Time.
C. Your Focus Must Be Dedicated To Concentrating Your Attention On The Client Specific Concerns.
Correct Answer:
Your Focus Must Be Dedicated To Getting It Right On Every Interaction.
Which Scenarios Would We Track A Complaint?
A. Client expressed concern that BT did not go through like they expected it to.
B. Interest Rate Dissatisfaction
C. Audio Issues On The Call But Neither Agent Or Client Mention It.
D. Client Unhappy With The Credit Card Reward System.
E. All The Above
Correct Answer: A,B,D
A new tool created for associates to capture complaints more efficiently.
Answer- Complaint Quick Capture
Which Statements Below Is A Inquiry Not A Complaint.
A. My PIN Hasn't Changed, Why isn't working?
B. My Card Was Declined. Why was my Card blocked?
C. I Just Tried To Use My Card And It's Not Going Through.
D. I'm Tired Of Fraud Always Blocking My Card
E. All The Above
Correct Answer. B & C
What A Complaint Would Sound Like For Answers B And C.
My card was just declined. I'm trying to figure out why you keep blocking me at this merchant!?!
I just tried to use my card and it is not working again!!
When A Client Expresses A Complaint Requiring A Service Request,
Which Of The Following Must Be Done.
A. Enter Complaint In CQC before you Enter the Service Request To Make Sure You Don't Miss it.
B. Enter Service Request And Select "Yes" When prompted if Dissatisfaction Was Expressed.
C. Enter Service Request And select "No" When Prompted if Dissatisfaction Was expressed And Enter A Separate Complaint in CQC As Unresolved.
D. Don't Enter A complaint And Let The Back Office Enter it.
Correct Answer...B
****In This Fraud Scenario****
What Did The Client Say?
What Did We Find Out?
What Did We Do And Advise?
If the bank wanted to verify the transaction with me, then why didn’t I get a text message or something? I had to waste time calling in to confirm this charge was me when I could have just done it online or something.
Client unable to make $250 purchase because card was blocked and frustrated they weren’t provided an electronic method to confirm the charge. I confirmed there was no alert sent to the client prior to decline. I verified the transaction, removed block and advised how to set-up alerts through online/mobile banking.
What Did The Client Say?... Card was blocked and frustrated they weren't provided and electronic method to confirm the charge.
What Did We Find Out.... I Confirmed There Was No Alert Sent To The Client Prior To Decline.
What Did We Do And Advise....I Verified The Transaction, Removed Block And Advised How To Set-Up Alerts Through Online/Mobile Banking
Which of the following CIP information do you need to verify with the client when opening a Deposit Account?
Please Select All That Apply:
A. Legal Name
B. DOB
C. SSN (Full,Not just last 4)
D. Physical Address
E. Phone Number/Contact Preferences
F. Method of verification
G. Only what's blank
Correct Answer.... A,B,C,D,E,F
Claims Reconsiderations are ________ considered a complaint.
Answer- Always
What Do The Following Acronyms Stand For?
CDD-
CIP-
The Correct Answers:
CDD – Customer Due Diligence
CIP – Customer Identification Program