Product Knowledge
What checking account requires a minimum total relationship of $10,000?
Relationship Checking.
How would you know if an error was made while opening an account?
An incident would be assigned.
Withing how long from account opening should we send a hand written thank you card?
One day.
True or False: do we need to do step up verification if someone calls in wanting to transfer funds?
True.
Account Services.
6 Month CD
What document should be filled out for a fraud close/ reopen to assist with automatic payments?
Authorization to Clear.
Where can you find your assigned relationship calls?
Connect.
Qualifile is used to predict a customers ______?
Future banking behavior.
What Department would you call if you have issues opening an account?
Learning & Development.
Name two of the savings accounts we offer.
Statement savings, Children's savings, High Interest savings.
How would you change a money market account to a checking account?
Submitting a connect incident.
What do we use to better understand a new customer's financial needs?
New Customer Discovery Tool.
Name two types of acceptable ID's
Driver's license, Passport, any other state or gov issued photo ID.
Should a customer's debit card be in warm status who should you call?
Bank Card.
What money market does not have a tiered interest rate?
Personal Money Market.
How long is the grace period for a CD?
10 Calendar days.
What technique starts with asking open-ended questions, followed by more direct closed-ended questions.
The funnel technique.
True or False: a W-9 is the most commonly used tax reporting form.
True.
What department would you call if someone fails OFAC?
BSA
What is the only account do we not offer?
Progress Checking.
What is the first question we should ask when a customer wants to close their account?
WHY!
What is a permission statement?
A statement that allows you to ask questions and take notes during your conversation.
Name two documents that can be brought in to change a customer's name.
Devorce Decree, Mariage Certificate, or Legal Court name change.
If someone presents a check that is clearly altered or changed what department should you contact?
Fraud.