Always act as one bank; build trust by being open and delivering on your promises; value and appreciate one another; be here now.
What is Be One Team
100
Client enters their CIN, SSN, or Account number. What Color is screen pop in FireFly.
What is Yellow
100
Mr. Johnson: "Yeah, I need to get my balance and then can you transfer some funds and re-order some checks for me?"
Agent: "Absolutely Mr. Johnson. Let me go ahead and get that balance for you and then we'll transfer those funds before ordering your new checks."
What was demonstrated?
What is Took time at the begning of the call to better understand the clients needs
100
An affordable banking package for customers looking for low cost digital access to their funds and no overdraft fees.
What is Access Account
200
Act with integrity at all times; speak up with candor; do the right thing for the client the right way; be accountable by owning and acting on what matters.
What is Be Responsible
200
Client comes in red, how many points are needed to verify the client.
What is 600 pts.
200
•“Ms. Anderson, I am so sorry to hear that. Please accept my condolences for your loss.”
•“Ms. Anderson, I understand your concern and I will take the time needed to address all your concerns.”
What was demonstrated?
What is Empathetic to your needs
200
is an interest bearing account only available in the Citigold Account Package with variable interest rates, determined by Citibank, that can change at any time.
What is Citigold Interest Checking
300
Operate with curiosity and be open to new ideas; be agile and willing to adjust and adapt quickly; value personal growth and bring passion to everything you do; assume positive intent.
What is Be Our Future
300
Account number, address, signers on the account, and First School Attended.
Is the Client Fully ID'd?
What is No. Address is not a verification, and First School attended is a secondary form of ID and requires one more.
300
Mr. _____ by _________ have I resolved all your banking needs today?
(If yes)
Great again my name is _______. Thank you, Mr./Mrs. ______ for choosing Citigold! We appreciate your business!
What is demonstrated?
What is Made sure your needs were met before concluding the interaction
300
A savings account without a maturity date or limits on deposit amounts.
Effective July 18, 2015, this is no longer offered for new sales.
What is Day to Day Savings
400
When Power of One introduced
What is March 2014
400
Two different high risk requests within the past 30 days requires:
What is ALT ID.
400
An FDIC insured money market account that gives customers the ability to earn short term market rates in an FDIC-insured account.
What is Savings Plus
500
is to deliver a remarkable experience to our clients wherever they are
What is Our purpose of Power of One.
500
How to ask for Signers?
What is Exact First and Last Name of All Signers on the account
500
•“I’m delighted to look into this request / question for you, Mr. Jones.”
•“Ms. Jones, I understand your time is valuable so let me take care of that for you.”
What is demonstrated?
What is Showed a willingness to meet your needs
500
is a financial relationship that provides: Priority Service, Preferred Pricing, and Personalized Guidance.