myBOQ
Everyday Account
Future Saver 14-35yrs old: 4.10% on $50,000/2.5% on >$250,000/250,000+ 0.05%
Smart Saver 36+yrs old: 3.60% on $250,000/0.05% $250,000>
Criteria: Deposit a minimum of $1000 from an external account into Everyday account and make 5 or more eligible transactions from linked Everyday account
Simple Saver - Stand alone savings account/No monthly criteria/Introductory 4 month period 2.75%/2.25%
Eligibility
Provide the name of each VMA product, age groups, monthly criteria and current interest rates.
Go Account
Boost Saver: 3.60%
Monthly criteria
<25y/o $1000 deposit and 5 purchases
>25y/o $2000 deposit and 5 purchases
Grow: 2.00%
Monthly criteria
At least 1 deposit and no more than 1 withdrawal each month
Locked Saver
Adds 0.30% to accounts when locked
List all possible group A questions
DOB, mobile, email, full address
List the 4 systems needed to completed ID&V and what part they play in the ID&V process.
TJM
Dynamics
CIAM
t24
List digital products customer eligibility.
When did myBOQ lauch?
March 2022
T/F: You can access your VMA accounts online at our website using your phone number as your CIF and access code as your password.
False
List 2 negative questions and acceptable answer.
Can you confirm value of points you have erased previously?
If no points erased - Customer Response i.e. "I haven't erased any points recently".
Can you confirm what date your salary is paid into your account?
If no salary is paid into account - Customer Response i.e. "My salary isn't paid into this account".
Can you confirm how many Boosts Saver / Future Saver accounts do you have with us?
If no Boost Saver / Future Saver account exists.
Can you confirm the balance on your third GO / Everyday account?
Limit is only two GO / Everyday accounts per customer - Customer Response i.e. "I only have two Go Accounts".
Can you confirm when you last requested a statement?
If no statement has been requested - Customer Response i.e. "I haven't requested a statement".
Can you confirm the person you hold a joint account with?
If customer does not have a joint account - Customer Response i.e. "I don't have a Joint Account".
What modes of communication does Genesys manage?
Calls chats emails
Find the procedure in support point for updating customers travel details.
Servicing > Servicing > Record customer's overseas travel details
How many everyday and saver accounts can a customer open?
9 saver
2 everyday
Can I use the transaction or savings account as an offset account for my Virgin Money Home Loan?
No
List all possible B questions.
Can you confirm a recent transaction on your account?
Can you confirm a recent BPAY transaction made on your account, who the payment was made to and the amount?
Can you confirm the amount of a recent ATM withdrawal?
Can you confirm whether you have a direct debit coming out of your account? Can you confirm the amount and the name of the company?
Can you confirm whether you have had a recent credit/deposit to your account? Can you confirm the amount and who made the payment?
Can you confirm the amount of a recent cheque presented against your account? Can you confirm whether you have had a recent PAYID transaction in your account? Can you confirm the amount and who made the payment?
What does CIAM stand for?
Customer ID and Access Management
List trouble shooting methods you would go through with customer when they are receiving an error message when logging into the app
Uninstall/reinstall
unlock/lock
restart
device information
unrooted/jailbroken device
updated app
INC as last resort
Do ATM/branch deposits count towards monthly criteria?
No
Describe lock saver feature.
Locks funds for 32 days and ads 0.30% bonus interest.
Will stop earning the extra when you select unlock.
Can transfer out portion but will still have to wait 32 days for funds to be released.
"Please be advised that this call is recorded for coaching purposes."
What system do we use to raise an IT error for ourselves and for our customer?
IT Assist/ServiceNow
Describe the process for unlocking a customers account.
1. ID&V
2. check block reason
3. unlock account / refresh app
4. "Do you use biometrics? Would you like me to reset you access code/ security questions"
5. Unlock/Reset on CIAM
6. SMS to customer for temp. access code
7. Enter temporary and reset > confirm reset
8. You're all set up
Describe how to earn the bonus interest and how its paid.
Complete monthly criteria to unlock following month. That month is then paid on the 1st of the next month.
Criteria in Jan to unlock Feb. Feb paid 1st March.
If customer opens 9 boost saver accounts, is the bonus interest applied to each account if they have $250,000 in each account?
Interest earned on cumulative total of saver accounts opened.
Present the full ID&V procedure. Explain what would to do if a question is answered wrong and when you would use negative questions.
1 A + 1 B + OTP
if no OTP: 2 A + 2 B
1 A wrong = extra A
1 B wrong = extra B
If no transactions on account within last 30 days, replace B with 2x negative. If 1 negative wrong ask a third.
CMS
How would you identify a BOQ customer as opposed to a myBOQ customer
How long have you had your account for?
What is the name of the account you hold.
Do you use internet banking?
Do you use the BOQMobile app?