Keystone
What can we use to search for a transaction from a member's receipt?
Transaction Serial
Can you cancel an extended warranty?
Search your FAQ
Insurance - Extended Warranty Cancellation
What is the individual quality goal metric?
90% or better
"My truck got broken into, and I need a new debit card."
Respond showing empathy
"I am sorry you are having to go through this! Let's block that card and get you a new one."
What do you do when 8x8 freezes or starts acting up?
Log Out of the VCC - Clear your browsing history and cookies in Chrome.
If it is still not working restart the computer.
This should correct the issue, if not send Charliene and Katie an email with screenshots so that we can fix it or submit a case.
Convenience Pay Limits
Convenience Pay Policy - Convenience Pay Category
How can a member close an account without visiting a branch
Keystone > Remote account closure
Keyword search - Close Account
A confident tone commands what three things
Attention
Control
Drives the call
Give at least 3 examples of best practices when participating in active listening
Building trust and rapport
Avoid Distractions
Don’t jump to conclusions
Acknowledgement
Recapping
Asking Open-Ended questions
Asking Specific Questions
What do we do if a member calls in and says the ATM messed up their deposit/withdrawal?
Describe why a member was charged a $35 fee
Click on Flashback on the current balance of the fee transaction
Reg D Limits
Convenience transfers are limited to 6 transfers per calendar month
Convenience includes, over the phone, teller-line, and OLB
Members can make transfers/Withdrawals at the branch when they are over the limit Or withdraw from the ATM.
Over 8 transfers will charge $5 per transaction
What is the public email address the contact center uses for member correspondence?
memberservices@alabamaone.org or memberservice@alabamaone.org
Smile when you....
Complete the phrase.
Talk/Speak
What do you do if a member is trying to sign up for OLB but it says they have already signed up and they are not showing as having a login in Q2?
A member can't see their new account in Q2. What do we do to correct the issue.
Open Q2, pull up the member at the login, open the user, then open the customer, check the account management tab to see if the loan is showing. If it is not, click refresh and see if it populates (8/10 it will)
If it still doesn't show, check and see if the member's account is set up by social or account number, change if needed, save and do the same thing on the user level.
Term Limits on Loans
(How long we can finance a loan)
Loans > Loan Rates and Term Limits
OR
Loans > How to Determine Term Limit on Loans
When did the contact center start their outbound calling campaigns?
Monday, June 7th
Name 3 pieces of Call Flow
A member says they are not receiving their statements in the mail. What do you do?
Open the tree, standard, scroll to general, see if they are signed up for e-statements or mail statements.
Signed up for mail statements, open Onbase, look up returned statements to see if it was returned.
Check in the tree again to see if the address is listed as a bad address under the general tab
Where would you find the EIN # for a business
It is listed in the same place as the Social in the demographic area of Keystone.
What is the person verification Pop up and what do we use it for?
The person verification box is used to validate member information. It validates phone numbers and emails every 4 months. You can either verify or expire the member's information then click submit to save.
This is NOT OPTIONAL.
What is the estimated conversion date for Mastercard?
November 10th
Provide 2-3 tips regarding Call Control
Who do we forward to when member's say they will only speak with Bill Wells?
Send them to Caroline Vann's voicemail. She will schedule a time with the member for Bill to speak with them if we are unable to get a resolution for the member after asking our additional follow up questions.