Deep Links
Client is calling to see how much they owe on their Credit card.
What deep link do you send?
View account balance
Client calling because they just went through an Identity Theft situation and want to notify the bank.
What self -service email do you send?
Fraud - Identify Theft
Provide your personal attestation for a "Card Replacement"
Client is Mobile App active ONLY
Example:
Mr. Client, I see that you use the Mobile App, so I'd love to share with you how I replace my cards when needed. I am sending you a Text Message to your number ending in ..1234.. When received, please touch the link within it to get you started.
What do we do if a "Digital Solution " does not exist?
Complete the requested maintenance business as usual (BAU
Digital conversation ONLY
Role play with FERNANDO!-He is a mobile app user
Fernando just moved and needs to update his address.
Deep link- Update personal Info
Client is calling because they would like to add a two factor authentication security for online login.
What deep link do you send?
None. Check out Self Service emails
Client is calling because they are Preferred and want to know all the benefits and rewards they get with that title.
What self service email do you send?
Provide your personal attestation for a " Stop Payment"
Client is active on Mobile App and OLB
Example:
Mr. Client, I see that you use the OLB, so I'd love to share with you how I place "Stops" on checks when needed. I am sending you an email with step by step guidance on to complete the Stop Payment. Can you confirm your email please ?
Do we send a "Digital Solution" if the client is not enrolled into OLB ?
Digital conversation ONLY
Role play with FERNANDO!-OLB user
Fernando doesn't want his significant other to see his bank statements and is requesting to get them via email.
Self Service email- Manage statement and documents
Client is calling to approve a 50K charge they are about to do at the car dealership. They mention all their funds are available in their savings account. You advise they just need to move the funds over to checking account.
What deep link do you send?
Transfer money between Bank of America accounts.
Client is calling because they received a late fee due to paying their credit card late. You are able to run the FDT and provide a refund, but we also must educate on how to avoid this fee in the future.
What self service email do you send?
Bill Pay full Relationship-if they have deposit and credit products
Bill Pay Biller Direct-If they do not have deposits accounts with BOA
Provide your personal attestation to " Update Phone number"
Client is active on both Mobile App and OLB.
P.S- Client is in a rush!
Example:
Mr. Client, I understand time of the essence. I see that you use the Mobile App, so I'd love to share with you how I update my personal information when needed. I am sending you a Text Message to your number ending in ..1234.. When received, please touch the link within it to get you started and enter your number right away.
What do we do after client accepts the "Digital Solution"?
Start recap, end call
or
complete any additional maintenance.( if any)
Digital conversation ONLY
Role play with FERNANDO!-Mobile app user
Fernando has 7 children and would like to add them all on his savings account with 200K in it.
Self -service email: Manage Deposit account ( Manage Beneficiaries)
Client is complaining that they always have to call every month to make payments to their credit card because it's such a hassle to deal with their computer at home.
What deep link do you send?
Make a payment- takes them to Bill Pay if not set up
Transfer money between Bank of America accounts-if using their own BOA account for easier process
Client is calling because they are always on the run for business. They are business owners and advised they need to send out constant large payments of over 10K while they are out.
What self service email do we send?
Pay and Transfer-Wire/ACH
Provide your personal attestation for a "Fraud Dispute"
Client is active on Mobile App and OLB
Example:
Mr. Client, I love how fast my disputes get resolved when I file them online because I can provide first hand information. I see that you use the mobile app so this will be very easy!
I am sending you a Text Message to your number ending in ..1234.. When received, please touch the link within it to get you started.
What do we do if client requests walk through for "Digital Solution"?
Digital conversation ONLY
Role play with FERNANDO!-Mobile app user
Fernando's credit card is getting declined! Out of the $5000 he has available he has already used $3000 and needs to make a purchase for $2100.
If they want u to complete then we connect over to Credit Card Servicing
Client is calling because they returned their Amazon purchase and want to confirm they received the refund.
What deep link do you send.
View account Balance
What self service email do you send?
Manage Business account.
Provide personal attestation for a "NON OLB user"
who needs to redeem his Credit Card rewards.
Client is not enrolled in OLB.
Example:
Mr. Client I'll be more than happy to assist you with the rewards redemption. At the same time, I see that you currently are not enrolled into OLB, that's how I redeem my rewards. I would love for you to also enjoy that benefit. I can send your step by step instructions on how to enroll into OLB, can you please confirm your email?
What do we do if the client declines "Digital Solution" right away ?
Digital conversation ONLY
Role play with FERNANDO!-mobile app & OLB user
Fernando wants to close his Trust account he has set up for all his 5 children. Help him by sending him a Digital Solution.
Close a Checking or Savings Account PATH
Step 4
Trust accounts are only closed in FC or sending Notarized letter.
He needs to make an appt.