Client Experience
What bank system generates a client survey outside of Interact or Merlin Teller?
ACT - A platform survey is created when ACT on the iPad is being used. These transactions are being done in the lobby by leaders, RMs, and RBs.
Who is required to wear a mask in the Financial Center?
Every Financial Center Associate, Partner, or Senior leader -
All associates are required to wear a mask from the moment they enter the Financial Center until they leave. Masks should be replaced after lunch daily with a secondary mask.
What is required to be disclosed at the beginning of every outbound call?
Hello, my name is <<User Full Name>>, calling on a recorded line from Bank of America at the <<Financial Center Name>> Financial Center in <<City>>. "May I speak with <<Client’s Name>> please? Is now a good time to talk?
How many future appointments should each associate have in weeks 6-13 and 13-26?
50 and 50- Setting future appointments allows us to service our clients on a dedicated date and time to better understand their financial situation and provide solutions that meet their needs. Appointment culture allows us to see our regular and irregular clients on a reoccurring basis.
What is the maximum number of checks that can be deposited using ACT?
Up to 5 checks can be processed in a deposit on ACT on the iPad.
What tool is available to better understand a clients financial situation prior to the interaction?
60 second review - The 60-Second Review provides key information about client transactions and relationships to help financial center employees prepare before meeting with clients.
When is a partner referral disclosure not required?
Meet now - There are no required disclosures that must be delivered for a Meet Now referral for Home Loans.
What is required to enroll a client in Preferred Rewards over the phone?
Perform a customer search in Interact or SSA and bring the client into session to authenticate the client using Basic Phone authentication procedures.
True or False - We should only schedule future appointments over the phone
False - Future appointments should be offered as part of the Client Management process both in person and over the phone
What process do we have to validate a positive experience and reinforce any targeted offers?
MTC - Engaging a leader for MTC allows a second validation that they had a pleasant experience prior to receiving the survey. Leaders can re-engage clients on declined targeted offers or missed opportunities.
What rooms are required to be inspected during opening procedures?
Examine the entire interior or the Financial Center, including unlocking and inspecting rooms that are locked (bathrooms, closets, ATM rooms, NER Room, etc.)
How long do the items stay in the Saved Items List after being added?
90 Days - Once a product is added to a client’s Saved Items List, it will stay in the list for 90 days or until the client opens the product or deletes it.
Who is responsible for contacting a client to confirm attendance of a scheduled appointment?
YOU - Associates should have a consistent process to call clients using SSA the day prior to an appointment or sooner
How can you assist clients in Mobile enrollment?
In person and over the phone - Partner with CSR's, Partner with Lobby Leaders, utilize ACT, during an outbound call and with all eligible client meetings.
What quarterly client care score is needed to acheive 120% multiplier?
93+ - 3.0 and above is 120%
0.0 to 2.9 is 110%
-0.5to -0.1 is 100%
-4.9 to -0.6 is 90%
-5.0 and below is 70%
Is this foreign address an acceptable physical address for a NRA?
Modern Engineering Company
Mail Box 3254
CHENNAI
Tamil Nadu 600 002
No - A P.O. Box or a locally known mail drop location (such as Mail Boxes Etc.) is not acceptable
Where can you locate MIC Call Evaluation Results?
Results of Quality Assurance evaluated calls will be communicated through CMC Tasks (indicating if the call passed or failed). To review failed question:
How is appointment kept rate measured?
Dispositioning in SSA - Future appointments reflect "kept" when they are pulled into session using SSA and Interact.
How much revenue do you get for a mobile banking enrollment?
120 -First Logon is captured if first mobile logon timestamp is equal to or less than 7 full days, Second logon within 60 days
At what point during the interaction does the client experience begin?
The moment the client enters the Financial Center - Clients begin their overall perseption from the moment they enter the building, until the moment they leave.
How do you identify if a new client opening an account is a non US Citizen?
ITIN will begin with the number 9 - If they provide you with a "SSN" that begins with a 9, they are not a US Citizen.
What accounts can be opened over the phone?
None 0Do not open accounts over the phone, for consumer or Small Business clients (including deposit accounts – checking, savings, Certificates of deposit [CDs], as well as home equity, instant issue debit cards, and credit cards). Instead, make an appointment with the client to open new accounts in person at the financial center using Bank by Appointment or utilize DAS for self service
What is the expectation for Appointment kept rate?
60% - Each associate and Financial Center is expected to acheive a 60% kept rate. With a strong follow up process, value statement, and appointment reminders our clients will see the benefit of meeting with us.
True or False - Mobile banking enrollment counts as a compensable event for deposit balance growth?
True - Mobile banking is a compensable event for a 4 week tracking