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100
In our Words Matter Greeting, What 3 things do we do?
Greet the caller, Use caller intent and acknowledge, Authenticate and thank client for their business
100
Where in our synergy web do we access interact?
Account services
100
Where in our synergy can we locate the clients active, purged, restricted cards?
ATM/Debit Tab
100
Can we assist a client that made a cash deposit via Financial Center?
No, refer to the financial center with 2 forms of ID
100
Where in our solution center are we able to see the mobile and OLB Digital Self Service Emails?
More Links
200
What 3 things do we say for our closing?
Recap, Thank client for business, Offer survey
200
What must we let the client know if they fail authentication and the authentication failed box displays?
Tell the client: For the security of your account please obtain the required information and call back at a suitable time or you can access your account through the Mobile App/Online Banking or visit the financial center with 2 forms of ID
200
What do we tell our client when it comes to providing their interest rate and APY?
- English: “As of today’s date, the variable interest rate is X.XX% with an Annual Percentage Yield (APY) of X.XX%.”
200
How much do we charge for rush card delivery??
15$
200
Yes or No: Is there a digital self service email for placing stop payments?
No
300
What do we use within our solution center to search specific keywords?
Quick Find
300
What is the definition of a complaint?
Concern or grievance regarding a bank product, service or employee conduct.
300
What must we tell the client once we submit the deceased notification case?
Tell the caller:
- Expect documentation addressed to the estate and mailed to the address on file advising the status or additional information needed within 7 to 10 business days.
- The Estate Unit will include all aspects of the decedent’s relationship with Bank of America.
- Thank the caller for providing the notification.
- Provide the case number displayed on the following screen.
- The User ID (Online ID) associated with the decedent’s profile will be suspended upon submitting the deceased notification. Co-applicants/co-owners can create and use a User ID on their own profile.
300
If the client is enrolled in preferred rewards, what must we accurately do?
Accurately explain and/or service the clients(s) request related to the Preferred Rewards Program.
300
How long does it take for a domestic delivery Debit card to be received through the mail?
Expected delivery timeframe of 4-6 business days for domestic
400
What action(s) must you take if the client does not agree to be recorded?
- Request a best contact phone number.
- Send the following email to your team manager or manager-on-duty.
Note: A response is not expected.- To: Team Manager
- Subject: URGENT Request: Client Callback
- Body:
- Client name
- Phone number
- Client refused call recording
- Details of the request
- Tell the client a manager will call back within one business day.
400
What 3 things must we do at the beginning of each call?
1.Greet the client.
2.Obtain client's name and validate caller intent.
3.Authenticate the client.
400
What are the 4 ways a check order can be done?
- Mobile or Online Banking
- Interactive Voice Response (IVR), if no change from previous order
- Check Order Department
- Financial Center
400
If the Client is no longer receiving benefits but wants to requalify, what must we say and do?
- No fee to participate in the program.
- Get more benefits and rewards on your everyday banking.
Offer to send send self service email or transfer over to preferred rewards
400
How long does it take for an international card delivery to be received?
4-16 business days for international.
500
Roleplay: Replace a debit card (Client declined digital)
Note: Follow the solution path step by step :p
*ROLEPLAY*
500
What is balance assist?
Balance Assist is a small dollar, short-term loan for Consumer clients that can help them manage unexpected expenses. This product is only offered through our digital channels (Mobile and Online Banking).
500
What are the examples of when to and when not to request a refund?
Refund Request
- Please remove the fee.
- Can you refund the fee?
- How can I get it refunded?
Indirect Refund Request
- I am not going to pay that fee!
- I don’t want to pay that fee.
- I feel this is unfair!
Allegation of Error
- The bank made a mistake.
- This fee was charged due to an agent error.
Do not run the tool
- I don't understand why I was charged a fee.
- Why was I charged a fee?
- What date did the fee charge?
- What caused the fee to charge?
500
Where do we find the preferred rewards number in our solution center?
Contact List
500
Can a deposits agent make a payment towards a credit card?
Yes