There is a $9.00 monthly service fee that's waived if Customers have a $300 average balance, or receive a single deposit of $250 or more each statement cycle (calendar month)
What is The Total Control Checking Monthly Service Fee
100
There are two hot metrics (that are related) for Mid-Atlantic, that if we fail, we reset the clock. What are they?
What are ATM Cash Out
ATM Deposit Bins Full
100
67
What is: the Market NPS target
100
When providing cash to a customer from a GL, what MUST you do?
What is Create a cashier’s check and have the customer cash it
100
Paid interest to customers but was sunsetted in the mionth of August 2017
What is High Yield Checking
200
Funds deposited to this account will be available 4 business days after the initial deposit
What is Confidence Savings Account
200
When do we need to scan business signature card, resolution and business docs to valtech@capitalone.com?
What is Same day as account opening
200
By the 10th day of the new month
What is: the cut-off/finalization for previous month's surveys
200
If you suspect a customer is being exploited financially (financially vulnerable) what should you do?
What is Contact CSI immediately.
200
When the new Headquarters is complete it will be the second highest building in the DMV. Second only to what?
What is: the Washington Monument
300
Free Savings Transfer and Next Day Grace
What are Total Control Checking overdraft options
300
Joe Johnson opens an LLC account with his SS#. His business name is Master Market Executive. The title should read in TP:
Joe Johnson
DBA Master Market Executive
True or False
What is: False. It should read
Joe Johnson
Master Market Executive
(Drop the DBA)
300
Applying for a loan Replacing a lost/stolen debit card Setting alerts Opening a new account
What are:Key Moments that Matter
300
True or False:
A customer phone number is not considered NPI.
What is False. For our privacy sweep purposes, it absolutely is NPI.
300
What are we solving for?
What will we do?
How will we know it worked?
What is Hypothesis/ Performance Cycle
400
Auto Decline
What is the default overdraft option for total control checking
400
An account is opened for an NRA customer. The Red Flags are Address Alert and SS alert. What must be documented in TP to satisfy the Red Flag?
What are: A valid secondary ID or another valid Primary ID.
We do not need to document anything for the address alert (because it is not a warning) or the SS flag (because they don’t have one)
400
Questions and statements used to check for customers' satisfaction
What are NPS transition statements/questions
400
Recount the cash with a second associate, notate the total cash counted with a breakdown of the denominations on the back of the receipt, have both associates initial/sign
What are steps to follow in the event of an ATM difference
400
An associate uncovers a significant life-event in a customer's world. Through a special program, that associate is empowered to reach out in a special way to the customer
What is Surprise and Delight
500
U.S. Citizen or Resident Alien with a SSN Minimum 18 years of age Must have online banking access, an e-mail address and agree to electronic disclosure delivery notice and e-statement Must have a valid ID from approved list
What are Eligibility requirements for a TCC/CSA
500
If a customer comes reports to you they are the victim of Identity theft, there are three things that you should do. What are they?
What are:Identify the customer
Provide transaction history free of charge
Contact CSI
500
Enthusiastically welcoming and directing customers, answering questions, ensuring associates are focused on the overall experience while maintaining high visibility at all times
What is Lobby Leading/engagement
500
Corporate Security is now
What is: GSOC (Global Security Operations Center)
500
A trained and certified associate who delivers TOMO training